سال انتشار: ۱۳۹۳

محل انتشار: کنفرانس بین المللی اقتصاد، حسابداری، مدیریت و علوم اجتماعی

تعداد صفحات: ۱۴

نویسنده(ها):

Hamed Abbaspour – Public Management, Ph.D. student, institute for management and planning studies, Tehran- Iran
Saeed Khazaee – Public Management, Ph.D. student, institute for management and planning studies, Tehran- Iran
Sara Touri – Behavioral Management, Ph.D. student, Kharazmi University, Tehran- Iran

چکیده:

Customer dissatisfaction is one of the main reasons for the lack of customers is reduced. But what makes this dissatisfaction is the extensive research has been done that this implies that the gap between customer expectations of service and the actual service they are receiving is causing discontent. This paper will attempt to introduce social capital as a reducing agent of this gap. According to research model, Social capital has six dimensions include trust, networks and shared norms, mutual cooperation, solidarity and collective cohesion, empathy and understanding, and mutual respect, collaboration and voluntary participation that their relationship with Customer satisfaction, made research sub-hypotheses. For testing research hypotheses we used Pearson correlation test and multi variable regression. Findings show a significant relationship between social capital and Customer satisfaction. Social capital components have significant relationship with Customer satisfaction and the sig of testing hypotheses in all of them is 0/000 which represents a direct and positive correlation between variables. Thus final outcome of this research is that social capital have affective role on increasing Customer satisfaction.