DEVELOPING THE MODEL OF CRM AND QFD IN THE BANKING INDUSTRY BY CUSTOMER PARTICIPATION IN SERVICE DELIVERY
Journal Title: European Journal of Business and Social Sciences - Year 2014, Vol 3, Issue 1
Abstract
Nowadays, organizations work based on network of relationships. From perspective of organizations, relationships provide a continual flow of profit and earnings in a long time, which lead to creating new business opportunities and increasing efficiency. Therefore, it is profitable to build a strong, positive and mutual relationship. The purpose of this paper is to develop an integrated model of Quality Function Deployment and Customer Relationship Management for service delivery in banking industry. The results of research show that the integration of Customer Relationship Management and Quality Function Deployment lead to an increase in their capability, as well as empowering Customer Relationship Management. The results show that, personnel monitoring and human resource management as the process parameters and the process control characteristics have the first priorities, respectively.
Authors and Affiliations
Mohammad Ali Afshar Kazemi| Department of Economics and Management , Science and Research Branch, Islamic Azad University, Tehran, Iran Email: Dr.mafshar@gmail.com, Alireza Poorebrahimi| Department of Economics and Management, E-Campus, Islamic Azad University, Tehran, Iran Email: Poorebrahimi@gmail.com, Negar Estemdad| (Corresponding Author) Department of Economics and Management, Science and Research Branch, Islamic Azad University, Tehran, Iran Phone no: + 989363486591 Email: nestemdad@gmail.com
Keywords
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- EP ID EP10384
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