فهرست مطالب mostafa allahverdi

In the field of e-banking services, banks and service providers have identified and focused on customer experience management as a strategic transition, and applying this approach has led to the promotion of profitable customer behaviors and the achievement of competitive advantage. Therefore, the purpose of this study is to test the customer experience management model in electronic banking services in the Iranian banking and electronic payment services industry.

This applied development research was conducted based on collecting data via field-survey research. The study population included managers and experts in the field of electronic banking services. Due to insufficient access to individuals, the available method was used for the sampling method and 170 questionnaires were collected. Data analysis was performed using the structural equation method and PLS software was used.

In this study, the research model was tested by exploring the dimensions of customer experience management in the field of electronic banking services and refining it by analyzing quantitative data in the target community. This model included 8 dimensions of customer experience, e-banking service provider tools, marketing factors, technological infrastructure factors, structure factors, customer factors, electronic banking services industry factors, and macro environment in electronic banking services. Also, these dimensions included 22 main categories and 58 sub-categories as the characteristics of the model components. In evaluating the structural part of the model, there was a strong relationship between endogenous and exogenous structures, and the overall research model has a good fit. The determination coefficient (R2) of endogenous structures of the model with its exogenous structures with a value of more than 0.729, indicated the strength of the structural part of the model. According to the path coefficients determined in the reflective model, the factors of technological infrastructure (0.723), customer factors (0.502), structural factors (0.397), marketing factors (0.123), and provider tools Electronic banking services (0.119) had the most effect on the independent variables, and had the greatest impact on creating the customer experience, too.

The research results were presented in the form of a customer experience management model for electronic banking services. The results of data analysis while confirming the hypotheses showed that the dimensions and components of the model are confirmed. In the research model, improving customer experience was the centralized goal of customer experience management, which depended on internal and external dimensions, and in this regard, customer experience management strategies in e-banking services were presented. Finally, suggestions for future implementation and research were provided.

In the digital age, customer experience management (CEM) has become an important strategy in e-banking services, and customer experience is clearly focused on achieving customer loyalty and long-term growth. Therefore, the main purpose of this research is to provide a customer experience management multilevel model for e-banking services in the retial-banking industry. In this regard, using the qualitative research method, first the customer experience management literature was analyzed and then an in-depth interview was conducted with 15 experts in the banking industry and the data was analyzed using the theme analysis method. In this study, 8 main dimensions, 21 categories and 58 sub-categories for the final model were identified. Of the 8 recognized dimensions of this model, six dimensions of banking devices and portals, marketing, technical infrastructure, organization, industry and macro environment of e-banking services were determined as levels affecting the dimension of customer experience type and one dimension including customer experience management strategy. This study provides a broad conceptualization on customer experience management, provides a new contribution on customer experience management, and provides a framework for creating positive experiences for e-banking service business.

Today export considered as important indicators in the global development companies and countries، and given the export orientation and competitive advantage is important to increase export performance. In the present paper، the aim of this study is considering the potential impact of market orientation and competitive advantage of exporters on export performance. Population considered for this study is exemplary exporters of Iran in 2012. The survey results show that export market orientation and competitive advantage has an impact on export performance. Also the competitive advantage in the research model as a mediator variable between export orientation and export performance has a positive impact on export performance. Based on the results of the factor analysis of the loads on export market orientation، export intelligence responsiveness index had the greatest weight (0. 839); for competitive advantage variable market differentiation index had the highest share (0. 903) and for export performance variable، strategic export performance had maximum weight (0. 932).

This study was carried out to evaluate the seasonal variations of heavy metal (Ni, Cd, Cu and Pb) concentrations in sediment and 13 dominant seaweed species (3 Chlorophyta, 4 Phaeophyta and 6 Rhodophyta) at six different sites in tidal areas of Bushehr state. Sampling was done during the lowest sea level in 4 seasons from autumn 2008 untill summer 2009. All samples (algal and sediment) were digested using nitric acid and analysed for metals by using Atomic Absorption Spectrophotometr (A.A.S). In this study, metals concentrations(except Cu) showed higher levels compared to other studies from different parts of the Persian Gulf. Metals bioaccumulation was at higher levels during cold season compared to the warm seasons.Seasonal variations of heavy metals were clearly demonstrated by Rhodophyts.Keywords: