Corporate social responsibility, customer satisfaction, and financial performance: The moderating effect of the institutional environment in two transition economies
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رضایتمندی مشتری به عنوان احساس یا نگرش یک مشتری نسبت به یک محصول یا خدمت بعد از استفاده از آن تعریف می شود. در دنیای امروز اندازه گیری رضایتمندی مشتریان اهمیت زیادی پیدا کرده است.رضایتمندی مشتری یک احساس است و برای بهبود آن باید آنرا به یک شاخص کمی تبدیل نمود.مدلهای شاخص رضایتمندی مشتری راهکاری برای این فرایند تبدیل است. رضایت مشتری در نتیجه ادراک مشتری طی یک معامله یا رابطه ارزشی است به طوری که قیمت مساوی است با نسبت کیفیت خدمات انجام شده به قیمت و هزینه‌های مشتری. برای تولید کنندگان در بازار فشرده رقابت چاره ای جز جلب نظر مشتری باقی نمانده است . در محیط تجاری امروز ، مشتری عضوی فعال و تاثیر گذار در کلیه فعالیتهای تجاری به شمار می رود . زیرا ، اگرا کالاها و خدمات انتظارات مشتری را برآورده سازد ، در او احساس رضایت ایجاد نموده و مشتری با استمرار خرید خود و معرفی خدمت و محصول به دیگران در رشد و بقای شرکت نقش اساسی خواهد داشت . بر عکس ، در صورتی که کیفیت کالا ها یا خدمات انتظارات مشتری را برآورده نکند ، به نارضایتی مشتری منجر شده و تداوم نارضایتی به کاهش خرید ، تبلیغ منفی و سرانجام سقوط و انحلال شرکت را در پی خواهد داشت .
در این صفحه، تعداد 200 مقاله انگلیسی از ژورنال ها و مجلات معتبر پایگاه ساینس دایرکت (ScienceDirect) درباره موضوع رضایت مندی مشتری آرشیو شده است که شما می توانید مقالات مورد نظر خود را بر اساس سال انتشار، موضوع مقاله، وضعیت ترجمه و تعداد صفحات، انتخاب نموده و دانلود فرمایید.
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