درخت حوزه‌های تخصصی

Today, businesses need to manage their customer experience to succeed. Therefore, they must first have a clear understanding of the meaning of the customer experience. Customer experience management is a process-focused strategy around the needs of each customer that seeks to find a win-win strategy for both parties. The banking industry that provides financial services to customers requires special attention to the customer. Banking experiences for managers in this area are challenging because they are influenced by some elements that are within the control of managers and employees, as well as some elements that are beyond the control of managers. The purpose of this study was to design a desirable model of banking services based on customer experience. The data were collected from the bank branches by applying the data-based theory and performing in-depth interviews using the protocol based on multiple targeted sampling (Snowball Sampling). Moreover, using the open coding, axial coding and selective coding using ATLAS.ti software, the categories and themes are identified. The results show that bank interior design, brand equity, verbal advertising and bank staff skills have an effect on the loyalty, return and customer satisfaction.

The purpose of this study was to design and fit an e-commerce implementation model in knowledge-based companies active in the field of information and communication technology in Tehran province. In this research, the research policy of data foundation theory was used. The statistical population of the qualitative section consists of experts familiar with the subject of research (university professors and experts in the field of study). In order to determine the sample size, a purposeful method was used and until the new concepts were not enumerated, the interview process continued until the 15th person. The statistical population of a small part is all employees of knowledge-based companies active in the field of information and communication technology in Tehran that according to surveys, approximately 21,000 people work in these companies which 378 people were selected as the sample size by racemose or random classification and Morgan table. In this research, two questionnaires have been used to collect the data needed to measure the studied variables. Experts' opinions were used to evaluate the validity of the questionnaire and Cronbach's alpha reliability of 0.87 was obtained. To analyze the data, the grounded theory approach and structural equations have been used and the software is PLS. Findings showed that 81 sub-components constitute the dimensions of the model and the results of model fit also showed that the research model is valid for implementation and according to the analysis, it was found that at the 95% confidence level, all paths are significant, and as a result, the six main dimensions and subcomponents related to the model are approved.