Customers' Mental Image Using Net Promoter Score From Airlines Companies
Nowadays, survival of companies and materializing their vision depends on, and is guaranteed by, the company's capability in attracting and maintaining customers. The Corporate image, as a potential effective source, plays an important role in customer's behavior while making halo effect i...
| Main Authors: | , , |
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| Format: | Article |
| Language: | fas |
| Published: |
Yazd University
2015-12-01
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| Series: | کاوشهای مدیریت بازرگانی |
| Subjects: | |
| Online Access: | http://bar.yazd.ac.ir/article_651_8c50b2a0fc8fc6c94f8ddeb1dd24ba1a.pdf |
| _version_ | 1797814852739137536 |
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| author | Iman Shahraki Moghadam Reza Sheikh Effat Mohammadi |
| author_facet | Iman Shahraki Moghadam Reza Sheikh Effat Mohammadi |
| author_sort | Iman Shahraki Moghadam |
| collection | DOAJ |
| description | Nowadays, survival of companies and materializing their vision depends on, and is guaranteed by, the company's capability in attracting and maintaining customers. The Corporate image, as a potential effective source, plays an important role in customer's behavior while making halo effect in customer's satisfaction, particularly in maintaining and developing their loyalty. The main goal of this research is to measure service quality by means of the concepts of SERVQUAL and Net Promoter Score (NPS), as well as the measurement of the Corporate image from the customers' perspective using the proposed approach. Such an approach as the innovation of the research is able to guage the impact of the Corporate image by integrating NPS and SERVQUAL. The case study is on passengers in the arrivals for 3 airlines: A, B, and C. The results show the effect of customers' loyalty on the Corporate image based on the proposed model. Among the 3 mentioned airlines, airline A enjoys a more optimal status. |
| first_indexed | 2024-03-13T08:13:52Z |
| format | Article |
| id | doaj.art-c2d7b3f7f71f47a1b5de26fedc988574 |
| institution | Directory Open Access Journal |
| issn | 2645-386X 2645-3878 |
| language | fas |
| last_indexed | 2024-03-13T08:13:52Z |
| publishDate | 2015-12-01 |
| publisher | Yazd University |
| record_format | Article |
| series | کاوشهای مدیریت بازرگانی |
| spelling | doaj.art-c2d7b3f7f71f47a1b5de26fedc9885742023-05-31T19:48:35ZfasYazd Universityکاوشهای مدیریت بازرگانی2645-386X2645-38782015-12-017135172651Customers' Mental Image Using Net Promoter Score From Airlines CompaniesIman Shahraki Moghadam0Reza Sheikh1Effat Mohammadi2MSc. MBA, Faculty of Industrial Engineering and Management, University of SharoodAssistant Prof. Faculty of Industrial Engineering and Management, University of SharoodMSc. MBA, Faculty of Industrial Engineering and Management, University of SharoodNowadays, survival of companies and materializing their vision depends on, and is guaranteed by, the company's capability in attracting and maintaining customers. The Corporate image, as a potential effective source, plays an important role in customer's behavior while making halo effect in customer's satisfaction, particularly in maintaining and developing their loyalty. The main goal of this research is to measure service quality by means of the concepts of SERVQUAL and Net Promoter Score (NPS), as well as the measurement of the Corporate image from the customers' perspective using the proposed approach. Such an approach as the innovation of the research is able to guage the impact of the Corporate image by integrating NPS and SERVQUAL. The case study is on passengers in the arrivals for 3 airlines: A, B, and C. The results show the effect of customers' loyalty on the Corporate image based on the proposed model. Among the 3 mentioned airlines, airline A enjoys a more optimal status.http://bar.yazd.ac.ir/article_651_8c50b2a0fc8fc6c94f8ddeb1dd24ba1a.pdfcorporate imageservqual modelnet promoter score |
| spellingShingle | Iman Shahraki Moghadam Reza Sheikh Effat Mohammadi Customers' Mental Image Using Net Promoter Score From Airlines Companies کاوشهای مدیریت بازرگانی corporate image servqual model net promoter score |
| title | Customers' Mental Image Using Net Promoter Score From Airlines Companies |
| title_full | Customers' Mental Image Using Net Promoter Score From Airlines Companies |
| title_fullStr | Customers' Mental Image Using Net Promoter Score From Airlines Companies |
| title_full_unstemmed | Customers' Mental Image Using Net Promoter Score From Airlines Companies |
| title_short | Customers' Mental Image Using Net Promoter Score From Airlines Companies |
| title_sort | customers mental image using net promoter score from airlines companies |
| topic | corporate image servqual model net promoter score |
| url | http://bar.yazd.ac.ir/article_651_8c50b2a0fc8fc6c94f8ddeb1dd24ba1a.pdf |
| work_keys_str_mv | AT imanshahrakimoghadam customersmentalimageusingnetpromoterscorefromairlinescompanies AT rezasheikh customersmentalimageusingnetpromoterscorefromairlinescompanies AT effatmohammadi customersmentalimageusingnetpromoterscorefromairlinescompanies |