نشریه مطالعات مدیریت و توسعه پایدار
پیاپی 4 (زمستان 1400)

The purpose of this study was to model and simulate the effect of electronic customer relationship management (E-CRM) on bank customer loyalty using systems dynamics methodology (SDM). E-CRM is one of the first strategic initiatives in today's industry that is becoming the main paradigm of relationship marketing in the e-world. The research method was descriptive and analytical, and the research environment has been one of the semi-public banks. In this paper, after studying E-CRM and customer loyalty and identifying their indicators, the problem boundary was determined by the SDM; E-CRM includes e-banking, customer support, security, surplus services, and related disruptions. Moreover, after a semi-structured Delphi interview, the status quo data and the desired conditions were determined. In this approach, combinations of diagrams, graphs and equations, models, causal loop diagrams and dynamic models were constructed and how variables change over time were represented. Finally, validation and simulation were performed by Vensim software and the results were presented. Findings indicated that with the improvement of each of the factors of E-CRM, customer loyalty also increases.

This study investigates the role of participatory online redistribution platforms for the purchase of second-hand goods on brand loyalty (the case of the divar and Sheypoor platforms in Iran). The purpose of this research is developmental and applied research and in terms of research method, it is descriptive-correlational research based on structural equation modeling. The statistical population of the present study was the sellers of second-hand goods on Divar and Sheypoor platforms, and due to the numerous population, 5,000 people were considered as the research population. The research was selected. The collection tool in the present study is the Abs et al. (2020) questionnaire. Findings showed that loyalty intentions to the platform (Divar and Sheypoor) have a positive effect on brand loyalty intentions and satisfaction with the experience of platform services (Divar and Sheypoor) has a positive effect on platform loyalty intentions and ease of use components perceived usefulness, entertainment aspect, sense of social belonging to a community, vendor credibility and third-party platform recognition (Divar and Sheypoor), have a direct and positive effect on brand loyalty intentions.

The purpose of this study was to investigate the mediating role of total quality management in the impact of supply chain management on organizational effectiveness in employees of Setareh Yazd Wire and Cable Company. This research was one of a series of correlation studies that were conducted with the modeling approach of structural equations of partial least squares. Due to the small statistical population, the counting method was used for research samples and all 90 employees of the company were selected as a statistical sample. The research measurement tools were the Sustainable Supply Chain Management Questionnaire by Lane et al. (2014), Spinval Integrated Quality Management Questionnaire (2015), and Organizational Effectiveness Questionnaire based on Parsons quadruple function model. Structural equation modeling with partial least squares approach was used to analyze the data. The results showed that supply chain management can directly affect the effectiveness and overall quality management of employees. The results of Sobel test (9/18) also confirmed the mediating role of total quality management. The result of the VAF test meant that the TQM variable could explain 0.42 of the effects of supply chain management on organizational effectiveness. According to this result, the managers of Setareh Yazd Wire and Cable Company are suggested to influence the overall quality management by creating strategies in supply chain management so that they can finally increase the organizational effectiveness of their employees.

The purpose of this study is to evaluate the quality of the top hotels of Kish Island to examine the influential factors and to prioritize hotel services qualitatively-quantitatively; For this purpose, while interviewing experts and university professors, important and effective indicators were identified, and content analysis was extracted using multi-criteria MCDM decision-making methods and using Expert choice software. The research findings showed that the services provided by 5-star hotels in Kish are not in a good condition compared to the price paid; Also, by analyzing the content and prioritizing the effective criteria, it was found that the hotel's physical design style index is in the first place, the scope and variety of services are in the second place, and creativity and service innovation are in the third place; Finally, before any activity, hotel buildings should be repaired, renovated and renovated based on scientific plans and ideas, and industry managers, with the aim of customer satisfaction and durability, while continuously evaluating service quality strategies, should seek to correct and adapt their traditional views to those of tourists. To identify and attract customers by using new technologies to focus on improving the quality of service activities as well as interaction with the new generation of young tourists and seek to eliminate and improve the weaknesses of their services.

The purpose of this study is to identify local indicators of talent management process optimization in Iran. The research method is a descriptive survey. The statistical population, managers, and experts in the field of talent management in Fajr Jam Gas Refining Company in the qualitative section and the staff of Fajr Jam Gas Refining Company in the quantitative section of 1000 people, of whom 278 were selected as samples and completed questionnaires. Finally, 250 final questionnaires were collected for analysis. The instrument of the present study includes a 42-item researcher-made questionnaire with a Cronbach's alpha for all dimensions of the studied model greater than 0.7. Therefore, it can be claimed that the questionnaire has acceptable validity and reliability. Smart PLS and SPSS software were used to identify the indicators and model the structural equations. The results showed that the indicators of personal development, organizational strategy, recruitment, performance management, training, service compensation, discipline, political factors, labor supply, and rules and regulations are identified and play a role in the local talent management model.

The aim of this study was to determine the effect of using supply chain management systems, supplier relations management, and resource planning on information technology in the banking management system (Case study: Bank Saderat of West Azerbaijan Province). The present study is applied in terms of purpose and descriptive and correlational in terms of data collection and based on structural equation modeling. The statistical population including senior managers, heads and managers of branches, heads of departments and banking services, and bankers of Bank Saderat of West Azerbaijan Province was 175 and the sample size was 120 based on Cochran's formula and was selected by stratified random sampling. Necessary data were obtained by field method and with the distribution of a questionnaire to test the hypotheses, structural equation modeling (SEM) through partial least squares (PLS) was used. The formal and content method was used to determine the validity of the questionnaire and Cronbach's alpha test was used to determine the reliability of the questionnaire, the results showed that this study has high validity and reliability. The research findings showed that the value of the t statistic whose value (t ‐value = 13.35) which is greater than 1.96 is at 95% level and according to the path coefficient (0.438) the effect of using organizational application systems It is a positive and significant in creating alignment of bank services on information technology in the banking management system. The main hypothesis test showed that the use of organizational application systems effectively aligns bank services with information technology in the banking management system of Bank Saderat in West Azerbaijan Province.

The current study is aimed at investigating the role of agile enablers to achieve agility in Pegah Tehran Dairy Co. using multiple regression. In this study, a regression model was employed to achieve the ideal agility level, as well as analyze the effect of indicators and provide an optimal path to achieve agility. To this end, 96 questionnaires were distributed among the managers of Pegah Tehran Dairy Co., and the research tests were carried out by means of SPSS and Smart PLS software. The validity tests used in this research were average variance extracted (AVE) and the Lawshe test, respectively, with coefficients more than 0.5 and 0.8 for research variables. In fact, the resulting coefficients indicate the sufficient validity of the investigated questionnaire. Moreover, Cronbach’s alpha test was utilized to measure its reliability, with a coefficient of more than 0.7 for all dimensions of the questionnaire, exhibiting its reliability. The results revealed that the variables of automation and employees had the most effect, and the technology variable had the least one. Besides, to achieve an acceptable level of each of the dimensions of agility attributes, the key variable(s) extracted from the analysis of this research should be identified, and the desired results would be achieved by making changes to them. In this case, maximum efficiency can be achieved, and the agility level can be improved with minimum time and cost.