فهرست مطالب alireza agha gholizade sayar

IntroductionToday, with the passing of the traditional economy and the intensification of competition in new dimensions, the customer has become the main pillar and axis of all the activities of organizations; In such a way, from a competitive point of view, the survival and continuity of life of organizations depends on identifying and attracting new customers and maintaining existing customers. With the widespread use of information and communication technology by banks and financial and credit institutions, numerous requests and needs have been formed by customers and the services of the banking system have diversified to a great extent. Hence, banks and financial and credit institutions need a precise definition of customer needs in order to gain a competitive advantage. Customer satisfaction depends on the provision of appropriate services by the bank. Attracting and retaining clients along with the quality of service can greatly improve the efficiency of banks and thus be directly effective in increasing the profitability of banks, therefore managing and formulating the general strategies of the bank in attracting and retaining customers with the knowledge of how to behave the system is possible. Due to the increasing speed of changes in information technology, bank managers will need to proactively change and focus more on customer preferences.Methodology The purpose of this research is to provide a practical model to retain current customers and attract new customers in a financial institution, which directly affects the profitability and survival of the organization. Therefore, the basics and effective components of advertising were used in attracting and retaining customers in financial institutions. For this purpose, the main indicators affecting the performance of the organization were extracted from the research literature. By reviewing the researches of the last 10 years, the indicators of the theoretical model were developed. This work was done by analyzing previous studies, naming data and classifying data extracted from interviews, observations and notes. The common codes along with important variables from the researcher's point of view were entered into the Delphi questionnaire. In the first stage, 28 variables were identified based on the opinions of experts and previous studies. Then, the 28 variables identified in the first stage were entered into the Delphi questionnaire with a range of 1 to 10, and the average answers were presented as the result of each variable. According to the researcher's opinion, 5 points were considered as the acceptance threshold of the variables, and based on this, the total number of variables was reduced from 28 variables to 17 variables. In the next step, the Delphi questionnaire was again distributed among the experts and the average answers were presented as the result of each variable. At this stage, according to the researcher's opinion, 4 points were considered as the acceptance threshold of the variables and the number of variables was reduced from 17 variables to 11 variables. Finally, after summarizing the scores and following the steps of the Delphi method, 11 variables were extracted as the final variables of the research.Results and Discussion In the next step, fuzzy cognitive mapping method was used to determine the effect of variables on each other. This was done with the help of Net Draw software. Using this software, the importance coefficients of each research variable were extracted. The obtained coefficients for the research variables were used as input for the simulation part. The simulation process was carried out in Vensim software, and based on that, the cause-and-effect diagram, flow diagram and suggested scenarios were proposed. The model of advertising effectiveness in customer retention was presented. Based on this and according to the proposed scenarios, it was found that the amount of customer attraction increased by approximately 40% during the studied period.Conclusion Finally, by increasing the staff training budget, using information technology and appropriate advertising, as well as increasing employee participation, we will see a significant increase in customer attraction, which will have a direct impact on increasing the profitability of the organization, so the results obtained from this research can be a basis for explaining attraction strategies. Customers in other financial institutions. The results of this research show the functionality of the concept of systems dynamics in financial institutions. It should be kept in mind that this issue is considered a powerful decision-making tool for managers, with the help of which they get a complete picture of the organization's processes in the form of a system. In addition, with the increase in attracting customers, the profitability of financial institutions will directly increase.

In advanced organizations, the decisions and strategies of managers throughout the supply chain require the use of knowledge management. Production of high quality product to meet market demand and delivery in quantity and on time to customers is one of the most important goals of production units. Therefore, the issue of service and delivery of goods to customers is of special importance, according to which the company's strategy in interaction with customers is determined. Therefore, the management of this strategy requires forward-looking decisions and the design of new capacities with a comprehensive and interconnected approach and can not be achieved through a static approach. Also, knowledge management in different organizations has been adapted by effective use of resources and improving customer service and achieving competitive advantage. In this study, we seek to provide a dynamic model to evaluate the impact of knowledge management on improving customer service in the framework of system thinking. This study has been studied in a petrochemical company over a period of 20 years. In this field, first the main variables are identified and their relationships are formulated in the form of causal loops, then completed by designing the main model in the form of flow accumulation diagram and simulated in Vensim software, which finally presents the proposed strategy at the end of the period. Finaly, the amount of customer service increases by 15%, which leads to more demand coverage by 12% in the whole system.

Since cost management is one of the most important tasks of organizations, cost management of inventory control system of ATMs is also one of the most basic tasks of banks. This article seeks to provide a dynamic and optimal model for controlling inventory costs of ATMs, according to the time and place of each device. Therefore, all data, related to the relevant bank in Tehran, which includes 368 ATMs, was used. Investigating the behavior of devices in the three-month period in 1396 has been done. This model has succeeded in learning the existing pattern in big data by clustering statistical data in place and time dimensions, and based on this, the proposed decision tree is able to predict the number of customers to each device. Then, using the cost function for the obtained scenarios, the system costs are determined. The total cost of the system includes the total hold cost of money, shortage cost and orderig cost  for each device. Finally, by providing an optimized inventory control model for each scenario, the total system costs are reduced by an average of 16.5 percent, or 38 million tomans per month.