During the past two decades, there has been growing trend in Iranian banking industry due to change in banking regulations. Private sector has grown rapidly and there have been several new banks on the market, which has created very competitive market. Therefore, customer loyalty is the key factor for running a successful banking business and customer relationship management (CRM) appears to be important for the success in this industry. The primary objective of this paper is to investigate the relationship between CRM and customer loyalty in one of the oldest Iranian banks named Bank Melli Iran. The proposed study prepares a questionnaire in Likert scale and distributes it among some regular customers of this bank. The preliminary results of this survey have indicated that consumer’s gender, age and educational background had no meaningful impact on quality of services. In other words, people with different personal characteristics expect the same quality of services from banking industry and there is a positive and meaningful relationship between quality of services and customer loyalty.

Internet marketing plays an important role in today business enterprises. Today, many invest more and more to increase their abilities on providing better services on the internet. In this paper, we study the impact of five factors namely awareness from the site, site attractiveness, promotional effectiveness, effectiveness and Shopping impacts and effectiveness and loyalty on the success of electronic marketing. We have distributed a questionnaire consists of various questions and distributed them among 984 people and received 595 in Likert scale. The Cronbach alphas for all five sets of questions were well above the minimum desired level. We implement a multi regression function and the results confirm that all five mentioned factors impact the sales of e-marketing, significantly.

During the past few years, there has an increasing trend on using internet facilities to do different personal banking. People transfer money, pay their bills and even purchase shares of different companies using internet. There is also an increasing competition among banks and other financial institutions through providing new web based facilities. There is no doubt that a bank with no online banking can easily lose market share. The primary purpose of this paper is to investigate how a bank website can impact customer loyalty. The proposed study is implemented for one of governmental Iranian banks called Bank of Industry and Mine. The study distributes a questionnaire among 330 people who use the internet banking of this bank. We then analyze their feedback using structural equation system and all the hypothesis are confirmed.

Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients & apos; preferences and expectations. In this paper, we study the relationship between customer perceptions from service encounter quality and loyalty of customer to organization and employees. The proposed study is implemented for banking sector in Iran using SERVQUAL factors and considers various factors influencing the quality of service. The results of the survey indicate that service quality systems, customer satisfaction are the most desirable factors based on the feedback we received from the customers. In addition, response to customers and loyalty to employees, service encounter quality, service and loyalty to organization, arrangements are in the next levels, respectively.

One of the most basic requirements of financial institutes, governmental and private banks in the present age is to have a good understanding on customers & apos; behaviors of bank network. It helps banks determine customer loyalty, which yields profit making for bank. On the other hand, it is important to know about credit risk of customers with the goal of decreasing loss and better allocation of bank resources to applicants of receiving loan. According to nature of customer loyalty discussion and credit risk, these two issues are separately studied. The present article deals with studying customer loyalty and prioritizing based one private bank in Kurdistan province. The proposed model of this paper studies customer loyalty by using Recency Frequency Monetary (RFM) factor for prioritizing customer based on loyalty properties and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). In addition, in order to calculate the relative importance coefficient or weight of loyalty properties in RFM method, the pair wise comparison matrix based on analytical hierarchy process (AHP) is used. Results show that in the present study, necessarily customers having higher average monetary value during a specified time period does not have much higher priority compared with other customers.

One of the most important strategic issues for any enterprise is to create
and deliver superior value for its customers and provide enough
evidences to convince them not to choose another competitive. In this
study, we study the effects of customer value, customer satisfaction and
customer loyalty on customer retention. The results indicate that all
aspects of the customer value have positive relationships with customer
satisfaction but only emotional value has a positive and direct
relationship with customer loyalty. The study confirms that while none
of customer value aspects has direct and positive relationship with
customer retention, both customer satisfaction and customer loyalty
positively and directly affect customer retention.