These days, there is a tight competition among business units and all production units or service businesses attempt to use different techniques to increase their market shares. In such environment, customer normally says the last word, in fact, customer plays an important role and in many organizations, it is considered as part of their assets. The purpose of this paper is to propose a hybrid method to detect important criteria using Kano three-dimensional method and prioritize them using analytical hierarchy process. We implement the proposed model of this paper for one of Iranian banks called Bank Melli Iran. The study determines 25 different attributes, categorizes them in three different groups based on Kano model, and ranks them in terms of customers and employees & apos; perspective. The results of the survey indicate that customer and employees mostly have similar views since there are 21 common attributes between them. However, the priorities of these 21 items are often different in terms of two groups of employees and customers.

Measuring technical efficiency of different industries plays an important role on making managerial decisions. In this paper, we present an empirical study to measure technical efficiencies of various industries based on two-digit ISIC classification method in Iran. The proposed model uses stochastic frontier analysis (SFA) and implements maximum likelihood estimation (MLE) to estimate the parameters. The proposed study gathers the necessary data from year 2001 to year 2008 and implemented two methods where the second method is an extended model by using energy as part of efficiency estimation. The results of the survey indicate that auto industry was the most productive sector followed by equipments and the paper industry was among inefficient sectors.

The purpose of present research is to study the relationship between job performance and employees’ mental health in one of Iranian natural gas refinery located in city of Jam, Iran. Data collection was conducted based on two major characteristics of job performance and mental health based on questionnaire methods among 42 people. The methodology is descriptive and correlation – type and to analyze the data, Pearson’s correlation coefficient, variances equality tests as well as t-student were utilized. The findings show that there was a significant relationship between employees’ job performance and mental health and any increase in mental health aspects promotes job performance proportionally. In the meantime, there was no significant relationship between employees’ job performance and their gender and there was no significant difference on mental health status between male and female staff. Based on the results, one can conclude that low mental health level among employees can reduce their performance. Managers should use proper methods to decrease the negative consequences resulted from the lack of mental health in workplaces.

Bureaucratic corruption is an organizational phenomenon, which faces the trend of countries’ development with serious problems. In spite of all planning and respects of countries to fight against this phenomenon, we are still observing its growth in various aspects of the community. The basic approach emphasized by present study is that it is necessary to establish a corruption prevention system whose central element is social culture and organizational culture rather than relying upon the trends based on punishment after corruption. To perceive the relationship between organizational culture and bureaucratic health of organizations, we used a field approach and selected four governmental organizations namely “governorship”, “municipality”, “traffic police” and “customs to gather the data. We used two questionnaires A and B to gather the data on organizational culture and the relationship between culture and corruption, respectively. Initially, by distributing questionnaire A, we evaluated all four organizations in a manner that two organizations have bureaucratic culture and two organizations with organic culture. Then, questionnaire B was distributed among employees and clients of studied organizations (to acquire realer information on bureaucratic health rate) to study the relationship between the type of organizational culture and bureaucratic health. Research statistical population consists of all employees and clients of bureaucratic organizations in Chabahar province located in south east of Iran. Statistical sample consists of 146 clients and 146 employees of all four studied organizations. The results from data analysis show that there is no significant relationship between organic or mechanic organizational culture and employees’ bureaucratic health.

In the new marketing paradigm that is based on the relationship marketing, corporations and organizations look for retaining and enhancing the long run relationships with their customers. Customer relationship management (CRM) as a heart of the new marketing paradigm includes numbers of mechanisms that endeavor to manage sustainable and profitable long-term relations with valuable customers. Every year, there are many programs and resources dedicated for marketing strategy and planning. Evaluation of these endeavors especially the CRM strategy is much important. Hence, the primary purpose of this research is to analyze CRM using balanced scorecard as a valuable strategic tool. Required data was gathered from one of the biggest commercial banks of Iran and they were analyzed using BSC and statistical software packages. Results indicate that there is a meaningful relationship between 3 main aspects of CRM strategy and 4 main aspects of BSC.

Environment plays an important role on human being & apos; s present and future life. A clean and healthy environment can contribute to all societies and help people reach prosperity and success. Environmental ethics is the investigation of ethical relationships between human beings and the natural environment, which includes the nonhuman creatures. In environmental ethics, we normally look for the proper way to understand the relationship between humans and the natural environment, detect the values emerging from the relationship, the principles and rules of action and characteristics do those goods and values justify. In this study, we investigate the effects of different variables including responsibility, social ethics, education and traditional and religious values on environment and environmental behavior. The study is executed in two regions of city of Zanjan, Iran based on a questionnaire consists of 400 people. A Pearson correlation test is performed among different components and the results indicated that all mentioned variables influence environmental ethics, significantly. However, normalization variable does not have any impact on environment. The preliminary results indicate culture plays an important role on people & apos; s behavior in society.

Today, organizations for holding and improving their competing merit use performance measurement for evaluation, control, supervision and improvement of their trading processes. Medium and small companies in technology and science parks are very useful in economic revivification and technology development. Technology and science parks have provided necessary consultations, information, suitable equipments, and services for developing technology unites and prepare them for independent presence in industry. One of the necessary elements for the success and improvement of performance in these companies is to establish and implement balanced scorecard, which can be used to reach desired goals, strategies and to improve performance. In this article, we use a structured method for calculating efficiency of four perspectives of balanced scorecard. Statistical society of this research was Semnan technology and Science Park and seven experts are selected for answering questions of the survey. We also complete questionnaire and determine index and relative importance of all indices. For developing strategic goals of Semnan technology and science park according to four perspectives of balanced score card (finance, growth and learning, internal process), six meetings were hold and finally all crisis macro goals index were identified and they were analyzed for evaluating performance.

Importance-Performance Analysis (IPA) model is a simple and flexible tool to evaluate the organization’s strengths and weaknesses to implement the necessary resources in an appropriate manner. The primary objective of this research is to present an improved model for IPA (i.e. Importance-Performance-Simplicity Analysis) to assess the simplicity of improvement about each of the attributes lying in the matrix and to prioritize them in each quadrant for improvement. Since the attributes lying in quadrant 2 of IPA are very important for customers and, at the same time, has a low level of perceived performance, this paper suggests that management started improvement of these attributes according to the prioritization. In this model, the attributes are prioritized based on simplicity of changes for management while preserving its simplicity of use. For this purpose, Force Field Analysis (FFA) as a simple and effective tool is used for the IPA model. Finally, an example was presented in order to make the model clear.

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.

The goal of the present research is to identify appropriate methods for developing a study among students who attend educational department for different universities located in city of Tehran, Iran. We study different factors influencing students on development of methods for their studies. The primary method of research is questionnaire and its reliability identified by use of Cronbach & apos; s alpha, calculated as 0.905 and its validity defined by content method. To analyze information we use deductive statistical, t-student and ANOVA tests using SPSS 19 software. Results show that management and education of school based on development of methods for study and research is not function of gender, the education of level, and their field of study and it only follows their place of service. The results also indicate that student & apos; s conditions of study about their course are proper while their condition about the pleasure study and research is not favorable.