The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy) and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are descriptive-survey as well as correlation. The statistical approaches of this study are correlation, t-student as well as Friedman tests. The results from a sample of 276, shows the service quality dimensions affect customers & apos; perception based on SERQUAL. In addition, there are significant relationship between customers & apos; perception and their satisfaction of the offered services. However, there are negative gaps between customers & apos; perception and their level of expectation.

Tourism plays an important role on development of economy especially in developing countries. The proposed study of this paper studies the impact of tourism on developing economic factors such as average income, real estate prices, etc. We have distributed 110 questionnaires among different people who are involved in various positions in the regions and analyzed the data. The survey is looking for the impact of tourism industry in terms of economical and social factors for one of the oldest villages in Iran named Maymand. The results indicate that there is a strong positive relationship, 0.873, between developing economy and tourism. In other word, developing tourism industry will help create more jobs, increase land prices, increase people & apos; s income and flourish environment. There is also a positive correlation, 0.854, between social development and tourism industry. This means we could expect a better health care system as well as medical treatment facilities, which helps prevent immigration to big cities.

Landslide is one of the most challenging disasters on the earth, which is believed to cause other natural catastrophic incidents. Normally, in studying landslide we investigate different influencing factors such as gender land, atmospheric rainfall, gradients’ change, earthquake, volcanic eruption, subterranean water vibration, and human causes in the form of different models. These facts are blamed as the main share in appearing this phenomenon. However, correlative and sufficient condition for genesis such a phenomenon is historical base of lands’ bed, which needs specific formative process. There are several studies focused on distribution and dispersion of slides and their reasons. In this paper, we investigate the behavior of landslide and its effects on instigating instabilities. The preliminary results indicate that distribution of this phenomenon is associated with climate from a side and historical formative process on the other side. The weather condition of Iran is divided into four groups of cold, hot, humid and humid hot hole. Every region has its own special geomorphic properties and either directly or indirectly affects on landslide occurrence. In order to study this effect, we use Arc GIS 9.3 software dispersal map of Iran’s main landslides and formative systems on the other side and by local analyzing these two collections are evaluated based on their vicinity relationship using local-statistical techniques. Results of this research shows that the main part of this landslide occurs in cold hole and humid hole and only about 8 percent are happens in hot holl. In addition, density of landslides are more in thermodynamic bound of cold and hot hole as well as cold and humid hole.

Organizational Citizenship Behavior (OCB) is one of the most important factors on improving the efficiency of organizations. The proposed study of this paper investigates the relative importance of OCB in different universities located in the province of Ilam, Iran. The study distributes 220 questionnaires, collects 199 and analyzes them using LISREL software package. There are four hypotheses associated with this survey and the results indicate that educational opportunities, work-life policy, empowerment activities have strong positive relationship on organizational commitment and organizational commitment also influences organizational citizenship behavior, accordingly.

During the past few years, privatization has recently changed banking industry and there has been an increase competition in this industry. New banks try to present better services to absorb customers and traditional banks attempt to improve their services to retain their existing customers. In such environment and with limited amount of resources, there is a necessity to prioritize different influencing factors on the quality of the services. The proposed study of this paper presents a multi criteria decision making method along with Kano method to prioritize the most influencing factors of service quality. The proposed study of this paper is implemented for one of the oldest banks in Iran called Sepah. We have gathered different factors influencing customer satisfaction for all Sepah banks located in Semnan, Iran and using, analytical hierarchy process we provide a detailed ranking.

The new millennium is started with rapid growth on knowledge and investment and these two items play essential role to create and increase organizational value. Intellectual capital is often described as intangible assets for moving towards sustainable growth in values. Some studies indicate there is a meaningful correlation between intellectual capital and organizations performance. The goal of this research is to examine of this case in Iran and in one of the biggest and most important province of country, Semnan and in one of its professional banks named Bank of Keshavarzi. In order to collect data, a psychological questionnaire is used based on an already existed version in the literature, which have been successfully implemented in Canada and Malaysia. Cronbach Alpha was used to validate the data by considering importance of statistical sample in this study. A random sampling method was used and 188 professional personnel of Bank in five province were selected to answer the questionnaire. Results show a meaningful relation between components of intellectual capital but this unity and relationship was not confirmed between these components and organizational performance. The highest effect is associated with organizations performance and costumer capital and the lowest effect is associated with human investment.

In this paper, we study the impact of structural factors on empowering employee in banking sector. The proposed study of this paper selects 1859 employees who work in 11 different areas of an Iranian bank called Tejarat. The proposed study of this paper discusses the finding associated with two departments of engineering and administration. Using a standard questionnaire, we gather the necessary data and the results are validated using Cronbach Alpha and factor analysis. We have used five different regression techniques to analyze the data and independent variables include complexity, formality and concentration. In addition, the dependent variables include self-effectiveness, self-organization, meaningful, self-acceptance and trust. The results indicate there is no correlation among structural components in engineering and administration areas.

Information technology has made tremendous changes on ways people learn and communicate. People could go through internet to have an access to many knowledge based websites such as Wikipedia to learn or they may participate in e-learning programs offered by different well known universities in the world without bothering about the borders between countries. E-learning has proven as a cost efficient method especially for courses where there is no need to offer physical lab courses. It can literally eliminate different cost items involved with traditional learning such as transportation or the cost of leaving a job to learn more. The proposed study of this paper attempts to understand whether e-learning has any positive impact on quality improvement in an organization. The proposed study of this paper performs a survey on 525 people who work in medical school of Ilam. We have chosen a sample of 223 people and designed a questionnaire based on Likert scale. The results indicate that e-learning has positive relationship with quality improvement in an organization.

The balanced scorecard (BSC) approach is an effective technique for performance evaluation. BSC can better reflect the dependence and feedback problems of each factor in real world situations. This study aims at developing a set of appropriate key performance indicators according to (BSC) approach for SAPCO using multiple criteria decision making(MCDM) method. We provide key performance indicators through literature reviews and experts & apos; idea in SAPCO, which is one of the biggest vehicle spare suppliers in Iran. The proposed study uses decision making trial and evaluation laboratory (DEMATEL) and analytic network process (ANP), respectively to measure the casual relationship between the perspectives as well as the relative weights. The results based on ANP method shows that ‘‘Customer’’ is the most influential factor. In addition, internal process, financial and learning and growth are in two to four positions. Three important key performance indicators are as bellow: Total price of parts, Customer satisfaction and Lack of parts in production.

During the past two decades, there have been growing interests on reducing different activities using outsourcing activities. Outsourcing allows us to focus only on value added activities, which helps reduce the size of organizations. In this paper, we present a new framework based on PMBOK, which determines and ranks important activities for outsourcing. The proposed model of this paper is implemented for a real-world case study in educational system. We have distributed a questionnaire among some decision makers and asked them about their opinions on outsourcing activities on Likert scale. We have compared the relative importance of four major activities including educational activities, research and development, administration and services. The results indicate that general services are the most important activities, which are suitable for partnership followed by administration activities. Educational and research activities and development are in lower important activities.