During the past few years, privatization has recently changed banking industry and there has been an increase competition in this industry. New banks try to present better services to absorb customers and traditional banks attempt to improve their services to retain their existing customers. In such environment and with limited amount of resources, there is a necessity to prioritize different influencing factors on the quality of the services. The proposed study of this paper presents a multi criteria decision making method along with Kano method to prioritize the most influencing factors of service quality. The proposed study of this paper is implemented for one of the oldest banks in Iran called Sepah. We have gathered different factors influencing customer satisfaction for all Sepah banks located in Semnan, Iran and using, analytical hierarchy process we provide a detailed ranking.

The new millennium is started with rapid growth on knowledge and investment and these two items play essential role to create and increase organizational value. Intellectual capital is often described as intangible assets for moving towards sustainable growth in values. Some studies indicate there is a meaningful correlation between intellectual capital and organizations performance. The goal of this research is to examine of this case in Iran and in one of the biggest and most important province of country, Semnan and in one of its professional banks named Bank of Keshavarzi. In order to collect data, a psychological questionnaire is used based on an already existed version in the literature, which have been successfully implemented in Canada and Malaysia. Cronbach Alpha was used to validate the data by considering importance of statistical sample in this study. A random sampling method was used and 188 professional personnel of Bank in five province were selected to answer the questionnaire. Results show a meaningful relation between components of intellectual capital but this unity and relationship was not confirmed between these components and organizational performance. The highest effect is associated with organizations performance and costumer capital and the lowest effect is associated with human investment.

In this paper, we study the impact of structural factors on empowering employee in banking sector. The proposed study of this paper selects 1859 employees who work in 11 different areas of an Iranian bank called Tejarat. The proposed study of this paper discusses the finding associated with two departments of engineering and administration. Using a standard questionnaire, we gather the necessary data and the results are validated using Cronbach Alpha and factor analysis. We have used five different regression techniques to analyze the data and independent variables include complexity, formality and concentration. In addition, the dependent variables include self-effectiveness, self-organization, meaningful, self-acceptance and trust. The results indicate there is no correlation among structural components in engineering and administration areas.

Information technology has made tremendous changes on ways people learn and communicate. People could go through internet to have an access to many knowledge based websites such as Wikipedia to learn or they may participate in e-learning programs offered by different well known universities in the world without bothering about the borders between countries. E-learning has proven as a cost efficient method especially for courses where there is no need to offer physical lab courses. It can literally eliminate different cost items involved with traditional learning such as transportation or the cost of leaving a job to learn more. The proposed study of this paper attempts to understand whether e-learning has any positive impact on quality improvement in an organization. The proposed study of this paper performs a survey on 525 people who work in medical school of Ilam. We have chosen a sample of 223 people and designed a questionnaire based on Likert scale. The results indicate that e-learning has positive relationship with quality improvement in an organization.

The balanced scorecard (BSC) approach is an effective technique for performance evaluation. BSC can better reflect the dependence and feedback problems of each factor in real world situations. This study aims at developing a set of appropriate key performance indicators according to (BSC) approach for SAPCO using multiple criteria decision making(MCDM) method. We provide key performance indicators through literature reviews and experts & apos; idea in SAPCO, which is one of the biggest vehicle spare suppliers in Iran. The proposed study uses decision making trial and evaluation laboratory (DEMATEL) and analytic network process (ANP), respectively to measure the casual relationship between the perspectives as well as the relative weights. The results based on ANP method shows that ‘‘Customer’’ is the most influential factor. In addition, internal process, financial and learning and growth are in two to four positions. Three important key performance indicators are as bellow: Total price of parts, Customer satisfaction and Lack of parts in production.

During the past two decades, there have been growing interests on reducing different activities using outsourcing activities. Outsourcing allows us to focus only on value added activities, which helps reduce the size of organizations. In this paper, we present a new framework based on PMBOK, which determines and ranks important activities for outsourcing. The proposed model of this paper is implemented for a real-world case study in educational system. We have distributed a questionnaire among some decision makers and asked them about their opinions on outsourcing activities on Likert scale. We have compared the relative importance of four major activities including educational activities, research and development, administration and services. The results indicate that general services are the most important activities, which are suitable for partnership followed by administration activities. Educational and research activities and development are in lower important activities.

Cellular phone is one of the most profitable industries in the world and especially in middle east regions. There is a growing competition among different firms in this market and the market share is exchanged very quickly depending on the features and equipments introduced. Customer satisfaction plays an important role on retaining present marker share or absorbing new customers. In this paper, we present an empirical study to measure the effects of different factors influencing customer satisfaction such as the effect of perceived expectations on perceived quality and the effect of perceived expectation on perceived value. The survey is performed among customers who live in Tehran, the capital city of Iran and it shows there are some meaningful and positive relationship between perceived expectations and other factors such as perceived quality and perceived value. There is also positive relationship between perceived quality and perceived value. perceived expectation and customer satisfaction.

Information technology (IT) plays an important role on developing different markets. Today, people can easily purchase goods from different stores using varieties of IT based facilities such as POS, ATM, etc. These devices help customers literally carry significant amount of money without bothering about any possible threat. In this paper, we study the impact of IT on developing businesses located mainly on free zones or in the borders of countries. We have distributed 300 questionnaires consists of 35 questions among different people and build structural equations using 28 variables. The results are analyzed using LISREL software package and they are grouped in five different groups including management, social and cultural, organizational, technical and investment factors. Chi-square represents a relatively high value, which means the null hypothesis can be rejected when All t-student represent meaningful values when the significance level is five percent. The results indicate that all these factors influence IT development, significantly.

For many decades, women were discriminated against men for paying less in equal job positions. Most high-level positions were assigned among men and women were considered in lower social position. However, during the past few decades, there have been tremendous efforts to provide equal job opportunity among people with different gender and race in various countries. The proposed study of this paper attempt to investigate women & apos; s position in terms of two aspects of economic and education for the people who live in a city of Esfahan, Iran. We design a questionnaire and distribute among 880 people who are randomly chosen from a population of 441782 residence. The result of our survey confirms that Iranian women are placed well and job placement of the Iranian women is low. The second part of our survey concludes that Iranian women were quite forward and there will be definite reasons for drop out.

Nowadays, wage and salary system form the most important issues in any society, and its phenomenon takes dimensions with an expansion of a public organization and NGOs. Organizations provide employees satisfaction through different pay programs, which force them to work down more with higher quality. In this paper, we consider a survey of the payment system in an Iranian university as a case study. The population of this study consists of the existing documents, observations, working managers, supervisors and experts. This study is carried out from the desired community based on the data collected for a period of 18 months and the sample size is about 97 people. We use descriptive statistics to analyze the descriptive data. We also use the one-sample Kolmogorove-Smirnov test, t-test and Friedman test for the questions. The results of the existing payment system show that there is no any good condition and the employee & apos; s attitude towards this system are negative based on the collected data. Finally, some suggestions are recommended to improve the existing situation.