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The Relationship between Customer Relationship Management and Customer

Satisfaction with Services Received

Article · January 2015

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The Relationship between Customer Relationship
Management and Customer Satisfaction with Services
Received
Case study: Communications Organization of Tehran Province
Mohammad Heydari, HadisehAbaszadeh, Habibollah Danai

Abstract
Today, with the advancement of information technology in the organization of new
systems of production that can reduce internal costs, better interaction with the
environment and ultimately help to make a profit. Customer satisfaction is one of these
tools. This study is applied and the descriptive-survey research methods. The study
population included 36 employees of Telecommunication Company of Tehran. In addition
to gathering information on this study, questionnaires were used. The questionnaire
includes 16 questions, which determine the amount of credit in the first phase of the trial
was conducted on 28 patients, and in the second part of the questionnaire was finalized,
and data analysis was descriptive and inferential. The results demonstrated that all
appropriate behavior and customer satisfaction with service received there is a positive
relationship. There is a positive correlation between high-quality products with customer
satisfaction. The proportion of goods with the wishes and needs of the client there is a
practical correlation with customer satisfaction. Finally, the receipt of goods and services
there is a positive correlation with customer satisfaction of services received.
Key words: customer satisfaction, customer relationship management, product quality,
proper behavior Sellers
© 2015 BBT Pub. All rights reserved.

Introduction
In recent years, organizations have paid much attention to the customer by offering more varied services, the
behavior of its employees and to attract and acquire new customers have done that in the end. This has led to get a
profit as well as the survival of the More companies or organizational. Along with increased awareness by
consumers of telecommunication services in organizations, as well as its affiliated organizations are increasingly
sensitive to the quality of service received show. In order to maintain long-term relationships with satisfied
customers contacts should know how the factors that attract customers provided. (sanaei,2007)Competition in
the market due to increased customer focus on revenue and profit. Government in the area of customer service
honoring customers with legal requirements, directives or issue instructions is considered. While in the Sale and
exclusive services that today there are a lot of social interactions necessary customer humane dignity and spiritual
motives. It is essential that the neglect of human dignity is tarnished suppliers. (Yahyaei iliyeh, 2003)What
organizations today are up to the customer with intense competition in the business? Failing that as an
organization could vanish forever from the competition and impose heavy losses on it. The exclusive service is
also very accessible and although earning a guaranteed customer in there but needs a lot of them based on clients
determined. This article attempts to define the customer-oriented and customer-oriented organizations to explain
the characteristics expressed customer needs in competitive organizations, exclusive government. (Yahyaei iliyeh,
2003)Customer with the backing of faith is not limited to time and at all times, especially in the Islamic civilization
by Muslim merchants and traders have been considered. As far as the cultural values of Islam, a branch of science
called "Makasib" for people who have shaped economic activity, and attention has been paid. The definition of
Islamic attitude of the customer stated: the customer is trying to meet the demands of customers relying on divine
law, truth-oriented, consensual deal, no harm and fairness. Islamic business is customer satisfaction and
satisfaction than through the hypocrisy and deception of God and fortunately there is no possibility of achieving it;
But customers from the competition began when the supply of goods and services to the growing demand due to
mass production. John Meeker owner of a department store in Philadelphia America for the first time in their
advertising the phrase "The customer is right" to do that in a short time, it was a good result and British
businessmen similar terms such as "customer is king" into space their business. (Yahyaei iliyeh, 2003)Scientific
and business development with the various definitions of customer provided that one of the definitions is as
follows: customer orientation and the supply of goods or provision of services with a focus on the production in
order to satisfy their customers' needs by providing practical, emotional and applicants logical. According to the
definition, it seems that the centrality of the inalienable and inviolable core customers and organizations should
strive to reach their goals by providing practical, emotional and logical attract applicants for their consent.
(Sajjadi, 1998)Since customer satisfaction is based on customer expectations are formed and the ultimate goal is a
customer-focused organization, so compliance and customer satisfaction has a significant role in the design of this
system. Overall, this study seeks to answer these questions:
1. Is the expertise and staff in providing service to customers and to attract and maintain customers with effective service
delivery?
2. Do staff how to deal with clients in attracting and keeping customers is effective Telecommunication Company of Tehran?
 M.Heydari et.al / Teknologi Tanaman /Vol (12), Supp (2) 2015 419

Questions and research hypotheses

The main research question
1. Is the relationship between the customer and the customer satisfaction of service significant?
Secondary research questions
1. Is the proper conduct customer satisfaction with service vendors of meaningful relationship there?
2. Is the quality product with customer satisfaction and service organizations a significant relationship?
3. Does the product fit the demands and customer requirements with satisfaction the significant relationship, there is a handful
of services?
4. Have you received the product with customer satisfaction and service organization, there is a significant relationship?
Questions and research hypotheses:
The main research question:
1. Is the relationship between the customer and the customer satisfaction of service significant?
Secondary research questions:
1. Is the proper conduct customer satisfaction with service vendors of meaningful relationship there?
2. Is the quality product with customer satisfaction and service organizations a significant relationship?
3. Does the product fit the demands and customer requirements with satisfaction the significant relationship, there is a handful
of services?
4. Have you received the product with customer satisfaction and service organization, there is a significant relationship?
Theory and literature:
Literature
Who is the customer?
Below are a few common definitions of customer is provided:
- In the individual customer market culture has the ability and the talent to purchase goods or services have the ability and
talent for both the person, and the act of buying is done.The customer perspective of the intelligent and wise people who needs
to make a good studyAnd with valuation and taking his talents to select features and deals.
- The customer is our reason for being employed.
- The client is a person or entity that directly or indirectly, goods and services to the market. (Mousavi, 2005)
Without a doubt, we can say customers are the most important asset of most organizations. Clients for direct
communication with the actions of an organization are a valuable source of opportunities, threats and operational
questions related to their respective industry. Today, for economic growth and stay competitive, organizations
must important customer and their relationship with the buyers of the goods further increase. New business
processes, gain the critical role in customer satisfaction targets allocated to companies, and senior management
knows their success in achieving business goals; customer satisfaction is at stake.The role of the banking system
as one of the most important economic sectors in society and guidance in relation to absorb liquidity, Providing
services to people and clients, active participation in economic development, the distribution of saving's
depositors in the form of facilities, etc. It's no secret. Banks, financial services and products to customers, while a
host of risks associated with fluctuations in currency and interest rates, credit, capital adequacy and liquidity, and
operational risk management, etc. as well.
Customer Orientation
The transaction-driven marketing principle's belief that the independence of choice between market participants,
a more effective system for creating and distributing marketing provides value. Industrial organizations and policy
makers believe that the independence of market participants to choose their trading partners and their freedom
to make these choices based on their individual interests in their decisions. This leads to the ability to buy at the
lowest cost through bargaining and bidding. However, this belief has been challenged recently in the economic
sphere. According to this belief, every transaction, including transaction costs such as search, negotiation and
other related activities that rather than reducing the cost of the increase and therefore, productivity for companies
involved in the transactions, they fall in productivity associated with. Implementation of relationship marketing
believers believed that mutual dependencies reduced transaction costs and improved the quality. In short, better
quality at lower cost through mutual dependence among value chain participants is achieved. The purpose of
relationship marketing, improve marketing efficiency by achieving effectiveness and merit. Today we are
witnessing a fundamental transformation in the way we organize top companies from product-oriented to
customer-oriented organizational structures that change is the main factor driving this change is the emergence of
the phenomenon known as customer relationship management1.Customer relationship management roots can be
traced in relationship marketing. Based on the findings Reichheld and Sasser (1990), a 5 percent increase in
customer retention rates can average 35 to 95 percent, resulting in increased customer lifetime value. Reichheld
said the following reasons maintenance customers will have benefits for organizations:
- Customer acquisition costs may be high, so customers will not be profitable, unless they are preserved for a longer time than
now to buy.
- The result of profits earned from customer retention and loyalty, will help the company cover its costs. With purchases of
corporate customers, increased revenues and greater efficiency in providing services to consumers, thus reducing costs.
- Customers happy and keep (the faithful) will attract other potential customers for the company.
- Relationships with customers are valuable to them and therefore, loyal customers are less sensitive to price.

1 Customer Relationship Management (CRM)

420 M.Heydari et.al / Teknologi Tanaman /Vol (12), Supp (2) 2015

Service quality as one of the most important factors determining the success of service organizations in the
competitive environment has been seriously. Any decrease in customer satisfaction due to poor quality of service,
creating concerns for service organizations. (Haj Karimi, 2009). As one of the most important criteria for
evaluating the quality of services is a broad concept that different parts of the organization are committed to it. It
aims to raise the efficiency of the entire organization is at minimal cost to enhance competitiveness, so that the
entire range of features needed to accommodate customer. Thus, providing quality service to customers in the
private and public sector is of strategic issues. The leaders of service organizations recognize that best quality
leads to best performance and benefits such as customer loyalty, meet their needs, market share growth and
productivity for organizations brings. Quality of services as a lever to create competitive advantage in their work.
This would be achieved if the organization knew how customers perceive the quality of their services. The
importance of service quality in the company or organization's ability to meet the needs and demands of
customers is evident. Companies can through the provision of best practices in order to maintain the quality of
services, will benefit from achieving a competitive advantage that could lead to customer satisfaction. This can
result in various benefits for the company guarantee. Many companies and organizations, such as the creation of a
strong relationship between company and customer, providing a good basis for the activities of repurchase; to
encourage customer loyalty, improve and develop the company by word of mouth, making the company's good
reputation the minds of customers, increase company profits through advertising in mind. Therefore, companies
must recognize the strategic importance of service quality. Continuous improvement of quality is expensive in the
long run. It's an investment that will create more profits (Hussain et al, 2014).
Critical success factors or key performance factors
The key success factors and performance, there is an important distinction. For better doctor between two
concepts of critical success factors and key performance factors distinguish:
Critical success factors: (CSF)
Key performance indicator: (KPI)
Critical success factors, factors affecting the success of an area known as Key Performance Indicators implications
of the study area.

Critical success factors for CRM

Sin et al (2005) had provided a model for the successful implementation of Customer Relationship Management
that this model is much used. Sin and colleague's success with customer relationship management model is to
focus on key customers, good organization, knowledge management, technology. Focus on key customers,
including customer-centric, customer lifetime value, customization and maintenance of long-term bilateral
relations.

In many cases, the key success factors for human factors, technology and process are divided. In some cases, the
client has also been added. Key success factors of customer relationship management based on the four
dimensions studied.
Key indicators of success
Moreno Melendez (2011) with Sean's model (2005) to develop a comprehensive model focused on customer
relationship management. They both used the same criteria for measuring the success of CRM is the key to
success: financial results and marketing results. Customer relationship management can be considered part of
relationship marketing that deals with the management of interactions with customers. The first step to
implementing customer relationship management in the assessment of organizational issues related to customer
relationship management, otherwise every effort to establish customer relationship management in the
organization will be futile. The term Customer Relationship Management has become a slogan of the day;
however, there are different views about customer relationship management. Study of numerous texts that any of
researchers have studied it from a certain point of view, for example, breast and others believe customer
relationship management at the tactical level is considered as database marketing at the strategic level and
contribute to the preservation of clients in the harvest, and at the theoretical level, a marketing research paradigm
is emerging. In recent years, companies are paying more attention because they understand the concept of
customer relationship management; customer relationship plays a key role in their success. Customer
Relationship Management on Customer Knowledge Management, to better understand our customers and provide
M.Heydari et.al / Teknologi Tanaman /Vol (12), Supp (2) 2015 421

better service to them. Identify valuable customer knowledge is a complex task because of the large volume of
knowledge-based customer relationship management processes and, as one of the fundamental processes that
determine the ability of learning and organizational innovation. The enterprises to implement successful customer
relationship management required a redesign of the organization and implementation of its value chain with
demand. The organizational factors such as strategy, structure and business processes for the implementation of
customer relationship management are all in need of transformation. Sin and et al say many customer-centric
activities would not be possible without the appropriate technology. In fact, technology companies to provide
customized services with higher quality and lower cost enabled. Since the purpose of customer relationship
management offering continuous improvement to the customer and the customer relationship management is one
of the most important issues in management research. The most important aspects of customer relationship
management are: customer orientation, knowledge management and technology to establish a customer
relationship management. In other studies, the addition of macro-organizational factors mentioned. Customer
orientation as well as the focus on key clients, including marketing and customer-centric, customer lifetime value,
product customization and interactive marketing (to maintain long-term relationships with the buyer).The
customer-centric, focusing on key customers, customization, long-term relationships with buyers, knowledge
management (KM), customer relationship management (CRM) technology and organizational macro factors as the
success of customer relationship management in the organization have been identified. Today, behavior and
communication with the customer in every organization and institution of commerce and trade, and strengthen
effective step to keep pace with scientific advances and new achievements of mankind, to achieve prosperity and
success in work, customer satisfaction, increase staff morale and, ultimately, business school is profit for a
financial institution or business. Without a doubt, we can say customers are the most important asset of most
organizations. Clients for direct communication with the actions of an organization, a valuable source of
opportunities, threats and operational questions related to their respective industry. Thus, it is necessary to
organize a system to attract and retain customers is to design and implement a system that can manage a good
relationship between the organization and customers. Therefore, customer relationship management has the
capabilities to keep organization's competitive edge and achieve the competitive advantage. Today's competitive
advantage lies in having more customers; more profitable, more loyal and more knowledgeable and successful
presence in dynamic markets should also be considered customers, so understanding the process of gaining
competitive advantage through customer relationship management as an organizational effort necessary. It seems.
Despite the emergence of Customer Relationship Management or CRM from the 90s, this issue continues to be a
key tool for business management is (Ngai, 2005), as well as research on CRM significantly increased in the past
few years successful After reviewing the literature on the concept of CRM can be no consensus on the conceptual
framework of the concept of CRM is not specified. Despite the numerous benefits that CRM offers but still a large
number of studies have shown a high rate of success in implementing this type of strategy (St. Martin et al., 2015).
The need to review key aspects of CRM includes manufacturing, CRM, and customer-oriented organizational
factors that determine the successful implementation of CRM there. In summary, it can be said: CRM deployment
is not easy! Not fast! Not cheap! However, it is not optional! So what is certain is that in today's world due to the
role of the customer in the world, need to properly manage customer relationships in organizations makes more
sense than ever. Putting the customer at the center of all its activities had been feeling. According to Cutler, the
client part of the intangible assets of organizations that are not financial balance sheets and led to neglect their
organization's managers and executives. As always, less than the demand and supply in the market, in the process
of the market, the manufacturer and seller would play a major role and what was of interest to the buyer, his
expectations and preferences; Today, with the competitiveness of this industry is changing to the customer.
According to customer care as one of the critical elements of a company's customer relationship management
focus to this element can be considered for the following reasons the use of CRM in the company's needs: to
improve service, customer satisfaction, reduce costs and communicate person to person, even with millions of
customers. Providing better customer satisfaction not loses.New business processes, gain customer satisfaction
important place in their assigned targets companies with regard to the importance of customer satisfaction and
loyalty in most of the market share, customer relationship management as a tool for organizations looks forward
to increasing their profitability. The customer relationship management, enabling organizations to provide better
service to customers through automated and integrated processes for collecting and processing customer data is
actually three customer service management, marketing and sales management information to each other makes.
- Moreno Melendez (2011): The two researchers integrated framework of factors affecting the success of
customer relationship management (not only knowledge but also technological factors, organizational factors,
customer focus and experience (CRM) with respect to the mediating role of organizational factors.
- Sin et al (2011): The purpose of development measure was valid for CRM, in particular, to examine four key
dimensions of CRM include: customer focus, organization, knowledge management and CRM technology began.
Components intended for the customer are: customer-focused marketing, identifying key customer lifetime value,
personalization and interactive marketing. Organizational structure, commitments of resources and human-
resource management as a key component of the organization were considered. Learning and knowledge creation,
dissemination and sharing of knowledge and knowledge as well as the accountability component of knowledge
management was introduced. The three investigators to examine the results of financial and marketing aspects of
their CRM implementation.
422 M.Heydari et.al / Teknologi Tanaman /Vol (12), Supp (2) 2015

Background Research
1. Mehrabi and Babai Ahromi and Taati (2010) in a study entitled Implementation of an integrated model of
customer relationship management at Bank came to the conclusion that organizational culture changes,
technological changes and the successful implementation of management changes organizational structure
customer relationship meaningful and positive impact. Delvi and Kadkhodaie Alyadarany (2012) in a study
entitled The relationship between the use of marketing metrics in terms of innovation and the goal of customer
relationship management based on the model of Bank Sepah Gartner concluded that among the components of the
metric Innovation (the new service, launched new services, satisfaction of new services and revenue) and
customer relationship management relationship. But the metric revenue from services and customer relationship
management relationship does not exist. Safarzadeh et al (2011) study entitled effect of knowledge management
strategies on innovation and organizational performance in the health centers were the northern Fars and coded
results showed that personal knowledge of a positive impact on innovation and organizational performance, and
this is also a positive impact on organizational performance through innovation and leave a positive relationship
between innovation, and organizational performance is also there is a significant. Fathian et al (2014) study
entitled the effect on the application of knowledge management on organizational performance using the
Balanced Scorecard (BSC) to do. The results indicate that the use of knowledge management to promote financial
situation, improve customer mind, improve performance and enhance growth and learning process within the
organization.
2. Zahedi et al (2011) in a study entitled to identify and rank the main factors of success in customer relationship
management concluded that 12 important role for the success of their CRM strategy CRM, knowledge management
(CRM), CRM technology, channel management, customer relationship, customer information management,
education programs, the Steering Committee effective, customer-oriented, strategic relationship with employees,
employee engagement, integration, implementation of the cross, that these factors were classified at two levels.
The first level contains the most important factors: the strategy of CRM, customer relationship management,
knowledge, technology, CRM, effective steering committee and eight more in the second.
3. Lee et al (2011) in a study entitled effect of customer relationship management, product innovation process to
the conclusion that all the CRM activities are not involved in every stage during the innovation process. The
effective exchange of information to increase both innovation and innovation outputs. Customer participation and
joint problem solving positive impact upon the innovation process, while long-term cooperation had significant
effects of the output of innovation. CRM technology is the least impact of the innovation process.
4. It results Abdul Ghafoor and colleagues (2011) showed that training and development, determined and positive
impact on organizational performance and enhance the overall performance of organizations.
5. In this Akroush and Almohammad (2010) examined the effects on organizational performance marketing
knowledge management and organizational performance in three dimensions: financial performance, market
performance and customer performance was measured. In this study, 32 of the communication were in Jordan,
and 292 questionnaires were used for the analysis as a result it was found that both internal and external
marketing significant impacts and the performance of certain respectively.
6. Mohammad, et al (2013) in their study entitled assessing the impact of customer relationship management
(CRM) on aspects of organizational performance: A case study in Malaysia concluded that all aspects of the hotel
industry CRM is a positive and significant impact on different perspectives the performance of hotels. However,
CRM technology with learning and growth performance showed the significant correlations hotel.
Development of hypotheses and model
It should be noted that the item listed and discussed throughout this paper, based on research done in 2013 by
Mostafa Soltani Sadeh with the issue (analysis of the customer in the Telecom) is consistent with the conceptual
model to theoretical this has been plotted. (Mostafa Soltani Sadeh, 2013)Independent variables (customer)
included the following factors:
Proper behavior Seller:
Having the proper tools to manage dealing with clients such as having good self-esteem, optimism, happiness, and
well-mannered, smiling and ... (quoted from Encyclopedia growth)
Quality of service:
Implementing a product with the desired characteristics of the customers, the degree of product that satisfied
customer and a fair price, while the value of the total consideration for the demands and needs of the customer
Product fit the demands and customer requirements:
The production or supply of goods or provision of services with a focus on customers in order to satisfy them by
providing practical, emotional and logical applicants.
Delivery time:
It is to spend the least possible time to deliver the goods to the customer.
Dependent variable:
Customer satisfaction:
Providing complete customer satisfaction, the needs, expectations and demands of customers at the same time
and in the same way that he wants. Including measures of customer satisfaction within the organization are that to
satisfy the demands of our customers and to improve the quality orientations services shows.In terms of customer
satisfaction when the customer feels Zhoran product features based on his emotions. Dissatisfaction with the way
flaws thorny product, customer complaints and criticism. (Quoted from the business)
 M.Heydari et.al / Teknologi Tanaman /Vol (12), Supp (2) 2015 423

Proper behavior Seller

Services quality

Customer satisfaction

Fitness services needs

Time to get services

Figure (1): conceptual model

Methodology
The study population included 36 employees of Telecommunication Company of Tehran. It should be noted that of
the 36 studied 15 of them are in formal employment, and 21 are in the status of the employment contract. In
addition to gathering information for this study, questionnaires were used.The questionnaire contains 16
questions, is used to determine the amount of credit in the first phase of the trial was conducted on 28 patientsand
second, the final questionnaire was used for data analysis was descriptive and inferential.
Data analysis
"Between the good behavior of sellers with customer satisfaction services and there is a significant positive
relationship."
Table1: Description answers the first assumption
Answer Question 1 Question 2 Question 3 Average
1 32 23 32 92
3 2 8 11 2/33
2 4 1 8 4/33
4 2 1 3 9
3 0 0 1 0/33
Total 43 43 43

Table 2: analysis of the first hypothesis

Model Variables Entered Variables Removed Method
1 VAR00002a . Enter
a. All requested variables entered.
b. Dependent variable: VAR00001

Table 3: ANOVAb of the first hypothesis

Model Sum of squares df Mean square F Sig.
Regression 7.661 1 7.661 9.825 .52a
Residual 2.339 3 .780
Total 10.000 4
a. Predictors: (Constant), VAR00002
b. Dependent variable: VAR00001
Table 4: Model Summary
Model R R Square Adjusted R Std. Error of
Square the Estimate
1 .875a .766 .688 .88302
a. Predictors: (Constant), VAR00002
 424 M.Heydari et.al / Teknologi Tanaman /Vol (12), Supp (2) 2015

Table 5: Coefficients a
Model Unstandardized Standardized t Sig.
Coefficients Coefficients

B Std. Error Beta

1 4.065 .521 7.803 .004

(Constant)
VAR00002 -.118 .038 -.875 -3.134 .052

According to Table, (3) obtained correlation value is 875. More than 0.05 so this hypothesis is accepted and
appropriate behavior with satisfied customer's seller the services and there is a significant positive relationship
and considering the positive correlation coefficient this impact will be positive."The good-quality product with
customer satisfaction in service organizations and there is a significant positive relationship."

Table 6: It describes the results of the second hypothesis

Answer Question 4 Question 5 Question 6 Average
1 11 12 20 92/66
3 13 2 12 99/33
2 2 7 3 6
4 2 7 0 3/33
3 3 2 0 3/66
Total 43 43 43

Table7: The second hypothesis analysis

Model Variables Entered Variables Removed Method
1 VAR00003a . Enter
a. All requested variables entered.
b. Dependent variable: VAR00001

Table 8: ANOVAb of the second hypothesis

Model Sum of squares df Mean square F Sig.
Regression 8.648 1 8.648 19.183 .022a
Residual 1.352 3 .451
Total 10.000 4

Table 9: Model Summary

Model R R Square Adjusted R Std. Error of
Square the Estimate
1 .930a .865 .820 .67141
a. Predictors: (Constant), VAR00003

Table 10: Coefficients a

Model Unstandardized Standardized t Sig.
Coefficients Coefficients

B Std. Error Beta

1 4.897 .527 9.291 .003

(Constant)
VAR00003 -.211 .048 -.930 -4.380 .022
a. Dependent variable: VAR00001

According to the table (9) obtained, correlation value is 930. More than 0.05 so this hypothesis is accepted and the
good-quality product with customer satisfaction in service organizations and there is a significant positive
relationship and considering the explicit correlation coefficient impact will be positive."Between the products fit
the demands and satisfying customer needs with a handful of the services and there is a significant positive
relationship."
Table 11: It describes the results of the third hypothesis
Answer Question 7 Question 8 Question 9 Average
1 12 31 31 90/66
3 13 13 13 93
2 7 1 1 6/33
4 2 4 4 3/66
M.Heydari et.al / Teknologi Tanaman /Vol (12), Supp (2) 2015 425

3 1 3 3 9/66
Total 43 43 43

Table 12: The third hypothesis analysis

Model Variables Entered Variables Removed Method
1 VAR00006a . Enter

Table 13: ANOVAb of the third hypothesis

Model Sum of squares df Mean square F Sig.
Regression 9.281 1 9.281 38.753 .008a
Residual .719 3 .240
Total 10.000 4
a. Predictors: (Constant), VAR00006
b. Dependent variable: VAR00001
Table 14: Model Summary
Model R R Square Adjusted R Std. Error of
Square the Estimate
1 .963a .928 .904 .48939
a. Predictors: (Constant), VAR00006

Table 15: Coefficients a

Model Unstandardized Standardized t Sig.
Coefficients Coefficients

B Std. Error Beta

1 4.777 .360 13.281 .001

(Constant)
VAR00006 -.196 .031 -.963 -6.225 .008
b. Dependent variable: VAR00001

According to the table (14) obtained, correlation value is 963. More than 0.05 so this hypothesis is accepted and
the product fit the demands and customer needs, customer satisfaction with the services and there is a significant
clear relationship and considering the positive the correlation coefficient of this impact will be positive.
"Between the time of receiving the goods with satisfied customers to the service organization and there is a
significant positive relationship."

Table 11: It describes the results of the fourth hypothesis

Answer Question 10 Question 11 Question 12 Average
1 13 30 11 91
3 18 17 11 91
2 10 7 7 1
4 3 0 3 9/33
3 0 1 1 0/66
Total 43 43 43

Table17: The fourth hypothesis analysis

Model Variables Entered Variables Removed Method
1 VAR00005a . Enter
a. All requested variable entered.
b. Dependent variable: VAR00001

Table 18: ANOVAb of the fourth hypothesis

Model Sum of squares df Mean square F Sig.
Regression 8.996 1 8.996 26.895 .014a
Residual 1.004 3 .335
Total 10.000 4
a. Predictors: (Constant), VAR00005
b. Dependent variable: VAR00001
Table 19: Model Summary
Model R R Square Adjusted R Std. Error of
Square the Estimate
1 .948a .900 .866 .57836
 426 M.Heydari et.al / Teknologi Tanaman /Vol (12), Supp (2) 2015

According to the table (19) obtained, correlation value is 948. More than 0.05 so this hypothesis is accepted and
the time of receipt of goods to satisfies customers to the service organization and there is a significant positive
relationship and considering the favorable correlation coefficient impact will be positive.

Conclusion
In summary, the results of research hypotheses were as follows:
"Between the good behavior of sellers with customer satisfaction services and there is a significant positive
relationship."875. The correlation value obtained is greater than 0.05 so this hypothesis is accepted and
appropriate behavior with satisfied customers all the services and there is a significant positive relationship and a
beneficial correlation coefficient with respect for the impact will be positive. “The good-quality product with
customer satisfaction in service organizations and there is a significant positive relationship."930. The correlation
value obtained is greater than 0.05 so this hypothesis is accepted and the good-quality product with customer
satisfaction and service organization, there is a significant positive correlation coefficient with respect to the clear
impact will be positive. “Between the product fit the demands and customer needs, customer satisfaction with the
services and there is a significant positive relationship. “More than 0.05 correlation value obtained is 963.
Therefore, the hypothesis is accepted and the suitability of the product of the demands and customer needs
customer satisfaction for the services and there is a significant explicit relationship and a positive correlation
coefficient with respect to this impact will be positive. “Between the time of receiving the goods with satisfied
customers outside the service organization and there is a significant positive relationship."948. The correlation
value obtained is greater than 0.05 so this hypothesis is accepted and between the times of receiving the goods
with satisfied customers to the service organization and there is a significant positive relationship and given the
positive correlation coefficient of this impact will be positive.
Offers
1. Create a single inspection of the unit in order to improve the performance of the officials and employees to the company in
terms of speed, discipline, promotion work and a system of transparency, task oriented and sensitivity in the maintenance and
use of the property and cost savings as well as the prevention of corruption and fulfill managerial and technical inspection and
administrative and financial health It with continuous and comprehensive inspections also surrounded himself with the affairs
of the various areas to provide constructive solutions to optimize the portfolio and meet and at the same time procedures or
reducing problems with close collaboration with the complaints of the verify the accountability the plaintiffs have filed out to
discover the facts to answer.
2. The establishment of this unit to improve performance evaluation and promotion of quality assurance systems and services
and telecommunication equipment and also with scheduled visits to the units and telecommunications equipment, and Customer
and applicants and monitor the correct implementation of standards of precision and conform to regulatory forms of the annual
performance evaluation of all the units of action and the results of corrective actions necessary to superiors, and the authorities
the relevant departments of reflect.
3. The creation of this unit in order to respond to customer complaints and customer satisfaction while receiving complaints and
views, subscribers, employees and citizens in person and via the portal's Telecommunication Company of Tehran obtaining
answers and to be aware of the plaintiffs had.
4. Speed up the Internet and prevent its definitive.
5. Strengthening optical ports and install anti tapping in light Kafo.

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Mohammad Heydari, Master of Business Administration in International Business student orientation, Payame Noor University,
International Center of Assaluyeh, Iran.
Corresponding Author :
E-Mail: MohammadHeydari1992@yahoo.com
Hadiseh Abaszadeh, Master of Business Administration in marketing student orientation, Payame Noor University, Unit of Rey,
Tehran, Iran.
E-Mail: Hadiseh.abaszadeh @yahoo.com
Habibollah Danai, PhD in Business Administration and Professor, Payame NoorUniversity, Tehran, Iran.
E-Mail: h.danaei@live.com

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