Abstract
The present research project aims at studying the impressions and beliefs of the customers of Tejarat Bank in order to identify and prioritize the factors of relationship marketing which help increase the satisfaction of the customers with the service section of Tejarat Bank of Hamadan, Iran. It is a mixed exploratory study conducted based on Q methodology. The statistical community of the study comprised all the customers of the central branch of the bank who had, at least, one kind of account in it and were considered as active customers. Finally 30 customers were aimfully selected for the study by using a focused group discussion technique. Based on the interviews conducted with the customers through focused group discussions, 21 Q phrases were extracted. The phrases were then handed out to the customers in the form of a questionnaire with 21 items and an answer sheet (Q diagram). They were asked to give their agreement or disagreement with the items provided. Then after collecting the data which were gained through regulating the Q, they were analyzed by using factor-analysis method. The results thus found showed that the customers have introduced the five cases of trust, commitment, conflict handling, relationship and competence as the main factors of relationship marketing. The identified factors were then prioritized, and this showed that, from the viewpoints of the customers, the variables of trust, commitment and conflict handling were the most important ones in increasing the customer satisfaction.
Highlights
The connection between decentralisation and corruption has recently been discussed among researchers, policy makers, and the public
Community and ecologically based legal reform (HUMA) indicates that Law Number 41 of 1999 concerning forestry contains some weaknesses: (a) ambiguity, vagueness regarding rights and obligations, and a lack of security in forest management; (b) reduced public access to the forest; (c) an imbalanced allocation of funds for the forests managed by the public, private corporations and the government; and (d) overlaps in area status (Arizona, 2008)
The concurrent government within the regional authority is further divided into 2 categories which is reflected in Article 11 Paragraph (1), namely: compulsory government5 and elective government
Summary
The connection between decentralisation and corruption has recently been discussed among researchers, policy makers, and the public. 3. In a budget proposal for the procurement of an integrated radio communication system by the Ministry of Forestry from 2007 – 2008, some amount of money was given to the members of commission IV of the House of Representatives and to officials of the Forest Department. 5. The Regent of Siak issued business permits to several companies for the utilisation of wood products from a forest plantation from 2001 – 2003 in the Regency of Siak. A business permit was issued to 9 companies in the Province of Riau for the utilisation of wood products from a forest plantation. Regional governments argue that the wood produced by the forests can provide more regional revenue, a statement that supports decentralisation This assumption by the state leads to the issuance of permits for logging, which certainly leads to more extensive deforestation (Siswanto and Wardojo, 2006).
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