Investigating the level of customer oriented in an excellence business organization through EFQM method

Hosseini, S.; Aalikhani, A.

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Management Science Letters

ISSN 1923-9343 (Online) - ISSN 1923-9335 (Print) Quarterly Publication Volume 4 Issue 11 pp. 2371-2374 , 2014

Investigating the level of customer oriented in an excellence business organization through EFQM method Pages 2371-2374 Download PDF

Authors: Somayeh Sadat Hosseini, Ali Aalikhani

Keywords: Business excellence, Customer satisfaction, EFQM

Abstract: Today, many business organizations have replaced product oriented strategies with customer oriented strategies and try to improve the level of their products and services to reach customer satisfaction. Excellent organizations pay especial attention to their customers and always try to do their best to have loyal customers. The purpose of this paper is to investigate the level of customer oriented in an excellence business organization through European Foundation of Quality Management (EFQM) method for one of the biggest Iranian banks in city of Tehran, Iran. The study designs a questionnaire in Likert scale and distributes it among 384 randomly selected customers who do banking business. Cronbach alpha has been calculated as 0.948, which is well above the desirable level. In addition, using t-student test, the study has confirmed that bank enjoyed a satisfactory level of customer oriented.

How to cite this paper

 Hosseini, S & Aalikhani, A. (2014). Investigating the level of customer oriented in an excellence business organization through EFQM method.Management Science Letters , 4(11), 2371-2374.

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