Authors : Ahmad Shirzaie and Abdolali Keshtegar
Abstract: Nowadays, the most of the banks hope to achieve a higher percentage of customers’ loyalty with continuous effort and adoption of some appropriate strategies. Relationship management is useful strategy for creating loyalty in customers as specification, selection, acquisition, development and maintenance the customers. This is a descriptive-survey research regarding research’s method and design. Some dimensions have been considered for customer relationship management and the quality of perceived services in order to understand the loyalty in research’s conceptual model which has been explained according to research’s literature. Descriptive and inferential statistic techniques including factorial analysis tests, path analysis and structural equations modeling have been used by the advantage of Software SPSS and LISREL in order to analyze collected data.
Ahmad Shirzaie and Abdolali Keshtegar, 2016. The Effect of Customer Relationship Management on Customers’ Loyalty with the Mediator Role of Service Quality in Qavamin Bank in Sistani and Baluchistan. Asian Journal of Information Technology, 15: 178-183.