Interpretive Structural Modeling of Factors Affecting the Management of Public Opinion of Customer’s Bank (Case Study: Bank Melli Iran)

Increasing the competitiveness of the business environment requires organizations, especially banks, to create and maintain a competitive advantage and a long-term relationship with the customer. Establishing a long-term relationship with the customer requires effective and profitable investment in the field of customer loyalty and creating optimal public opinion management in banks. Achieving the goals of managing customer public opinion requires a local and valid model. Therefore, the present study aims to explain the factors affecting the management of public opinion of Bank Melli Iran customers. For this purpose, a mixed method based on qualitative studies (theme analysis) and quantitative (ISM method) has been used. The statistical population in both qualitative and quantitative sections are all experts in the banking industry; by purposive sampling, 13 people were selected for interview and answering the ISM questionnaire. The main tools of data collection in the qualitative part were interviews and in the quantitative part were questionnaires. Data analysis in the qualitative part has been done by content analysis method using MaxQDA software. ISM interpretive structural modeling method has been used for modeling. The results of qualitative data analysis have shown that the basic categories of managing the public opinion of Bank Melli customers are: intellectual leaders, using mass media, developing advertisements to increase security for customers, transparent information and countering rumors, strengthening social responsibility, public relations management with customers, managing customer public opinion and measuring customer public opinion. The results of the quantitative section showed that the variable of managing public opinion of customers is in the first level. The variables of managing public relations with customers and measuring public opinion of customers are in the second level. The variable of strengthening social responsibility is in the third level. The variables of transparent information and dealing with rumors and developing advertisements to increase security for the sake of customers are in the fourth level. The variables of thought leaders and the use of mass media are also in the fifth level.