كليدواژه :
انتظارات مشتري , كيفيت ادراك شده , ارزش ادراك شده , باورهاي مشتري , نگرش هاي مشتري رضايت مشتري
چكيده لاتين :
Developing customer satisfaction is a concept that increasingly is paid attention in todayʹs businesses, because it has turned into the main factor for organizations success. The concept of customer satisfaction, defined as making the customer committed to transact with a special organization and purchasing goods from it, on a repeated basis. In this study, the researchers, by evaluating factors affecting the customer satisfaction and analyzing their interactions, have provided a new model of customer satisfaction, which has an original nature.
The main variables of the model are customer expectations, the perceived quality, the perceived value, customer beliefs, customer attitudes, and customerʹ satisfaction. The statistics population consists of all Nokia brand mobile users in Shiraz city, and due to impossibility of access the database of Nokia Agencies in Iran, sample volume considered as unlimited population. Random sampling was made in cities with population over 1 million in Iran and the tool of gathering information was questionnaire. Logistic regression analysis was used for analysis of relations between independent and dependent variables. After statistical analysis, the test error of all the 11 hypotheses were computed, which were lower than 0.05. Therefore, by a confidence coefficient of %95, all the hypotheses of the study were confirmed. Ultimately, the final effect of the estimated coefficient on the probability of independent variables over dependent variables for all hypotheses, were computed.
