Ranking the effect of services marketing mix elements on the loyalty of customers by using Topsis method (case study: city bank branches in Tehran)

  • Released On
    Friday, 08 September 2017
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  • DOI
    http://dx.doi.org/10.21511/im.13(2).2017.04
  • Article Info
    Volume 13 2017, Issue #2, pp. 41-46
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Successful companies do not only pursue sale, but they are looking for satisfactions of customers and their loyalty. This study aims to rank effect of services marketing mix elements on the customers’ loyalty in the City Bank. Method of this research is survey and causal-comparative and domesticated questionnaire was used for gathering data which its validity was confirmed by experts and its reliability with Cronbach alpha 0.908. Statistical sample size was 384 loyal customers of City Bank in Tehran based on Cochrane formula and simple random sampling was used as sampling method. Findings showed that there is significant relationship in average level between physical factors and environmental factors including distribution of physical facilities and customer loyalty and the relationship between competence related factors including promotion of employees or customers’ loyalty is strongly significant. Besides, there is significant relationship between services related factors including product, price, operation management and quality of services or customers’ loyalty in moderate level. It is suggested that for attracting loyal customers, more attention should be paid to promotion which has very strong relationship with customers’ loyalty. It is suggested that City Bank increases the motivation of employers in providing careful and rapid services for improving productivity and services quality by suitable incentives.

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    • Fig. 1. Services marketing mix model (8P) (Lovelock & Wright, 1999)
    • Fig. 2. Effective factors on bank customer loyalty model (Richeld, 1994)
    • Fig. 3. Conceptual model for services marketing mix and effective factors on customer satisfaction relation (Davis-Srameck, Mentzer& Sank, 2007)
    • Table 1. Results obtained by hypotheses analysis using Spearman correlation coefficient
    • Table 2. Results obtained by services’ marketing mix elements based on the effective factors on bank customer loyalty by Topsis method
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