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The Impact of Workshop Service Improvement on Customer Satisfaction Improvement and the Mediated Effect of Perceived Justice and Emotion on Client Loyalty (Case Study: Central Workshop of South Pars Refinery - Assaluyeh)
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Mohammad Dehghani   , Sepideh Khooshab , Pouria Farahgol , Mohammad Hossein Asia |
| Master of Industrial Management, Kerman Branch, Islamic Azad University, Kerman, Iran |
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Abstract: (2883 Views) |
Purpose: Given that many service companies are operating today, all of them aim to attract customers by creating a sense of satisfaction and loyalty in them. One of the ways that can be considered as a solution is to improve the provision of services and fix the defects in the types of services that is directly related to customer loyalty.
Methodology: The statistical population of this study consisted of an unlimited number of applicants. Through Cochran formula, 384 customers and representatives of industrial companies subject to central workshop services were selected as the sample. The validity of the researcher-made questionnaire used to collect the data was confirmed by 15 maintenance engineers.
Results: The findings of the study show that there are various significant effects: defective service on service improvement, service improvement on perceived justice and satisfaction, perceived justice on emotions, loyalty and satisfaction, and perceived emotions and improved satisfaction on loyalty with the mediating effect of satisfaction. However, perceived emotions were found not to have a significant effect on loyalty
Conclusion: The results of this study provide a valuable scientific resource for marketing companies and industrial services. |
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| Keywords: Failure and Improvement of Services, Customer Satisfaction, Client loyalty, Perceived Justice, Emotions |
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Full-Text [PDF 415 kb]
(754 Downloads)
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Type of Study: Research |
Published: 2020/06/29
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