Investigating the level of customer oriented in an excellence business organization through EFQM method
Today, many business organizations have replaced product oriented strategies with customer oriented strategies and try to improve the level of their products and services to reach customer satisfaction. Excellent organizations pay especial attention to their customers and always try to do their best...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Growing Science
2014-11-01
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| Series: | Management Science Letters |
| Subjects: | |
| Online Access: | http://www.growingscience.com/msl/Vol4/msl_2014_306.pdf |
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| _version_ | 1849435353793953792 |
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| author | Somayeh Sadat Hosseini Ali Aalikhani |
| author_facet | Somayeh Sadat Hosseini Ali Aalikhani |
| author_sort | Somayeh Sadat Hosseini |
| collection | DOAJ |
| description | Today, many business organizations have replaced product oriented strategies with customer oriented strategies and try to improve the level of their products and services to reach customer satisfaction. Excellent organizations pay especial attention to their customers and always try to do their best to have loyal customers. The purpose of this paper is to investigate the level of customer oriented in an excellence business organization through European Foundation of Quality Management (EFQM) method for one of the biggest Iranian banks in city of Tehran, Iran. The study designs a questionnaire in Likert scale and distributes it among 384 randomly selected customers who do banking business. Cronbach alpha has been calculated as 0.948, which is well above the desirable level. In addition, using t-student test, the study has confirmed that bank enjoyed a satisfactory level of customer oriented. |
| format | Article |
| id | doaj-art-e5489ca2771e400ba7a7bf77eef23d56 |
| institution | Kabale University |
| issn | 1923-2934 1923-9343 |
| language | English |
| publishDate | 2014-11-01 |
| publisher | Growing Science |
| record_format | Article |
| series | Management Science Letters |
| spelling | doaj-art-e5489ca2771e400ba7a7bf77eef23d562025-08-20T03:26:20ZengGrowing ScienceManagement Science Letters1923-29341923-93432014-11-014112371237410.5267/j.msl.2014.10.013Investigating the level of customer oriented in an excellence business organization through EFQM methodSomayeh Sadat HosseiniAli AalikhaniToday, many business organizations have replaced product oriented strategies with customer oriented strategies and try to improve the level of their products and services to reach customer satisfaction. Excellent organizations pay especial attention to their customers and always try to do their best to have loyal customers. The purpose of this paper is to investigate the level of customer oriented in an excellence business organization through European Foundation of Quality Management (EFQM) method for one of the biggest Iranian banks in city of Tehran, Iran. The study designs a questionnaire in Likert scale and distributes it among 384 randomly selected customers who do banking business. Cronbach alpha has been calculated as 0.948, which is well above the desirable level. In addition, using t-student test, the study has confirmed that bank enjoyed a satisfactory level of customer oriented.http://www.growingscience.com/msl/Vol4/msl_2014_306.pdfEFQMBusiness excellenceCustomer satisfaction |
| spellingShingle | Somayeh Sadat Hosseini Ali Aalikhani Investigating the level of customer oriented in an excellence business organization through EFQM method Management Science Letters EFQM Business excellence Customer satisfaction |
| title | Investigating the level of customer oriented in an excellence business organization through EFQM method |
| title_full | Investigating the level of customer oriented in an excellence business organization through EFQM method |
| title_fullStr | Investigating the level of customer oriented in an excellence business organization through EFQM method |
| title_full_unstemmed | Investigating the level of customer oriented in an excellence business organization through EFQM method |
| title_short | Investigating the level of customer oriented in an excellence business organization through EFQM method |
| title_sort | investigating the level of customer oriented in an excellence business organization through efqm method |
| topic | EFQM Business excellence Customer satisfaction |
| url | http://www.growingscience.com/msl/Vol4/msl_2014_306.pdf |
| work_keys_str_mv | AT somayehsadathosseini investigatingthelevelofcustomerorientedinanexcellencebusinessorganizationthroughefqmmethod AT aliaalikhani investigatingthelevelofcustomerorientedinanexcellencebusinessorganizationthroughefqmmethod |