Businesses heavily depend on social media to engage with customers, utilizing various platforms for interaction, feedback, and promoting products. The influence of social media on customer trust, loyalty, and satisfaction is a prominent subject. This study seeks to comprehend how businesses leverage social media to attain these objectives, utilizing both qualitative and quantitative methods. The initial exploratory phase collected qualitative data from 24 business enterprises, employing grounded theory techniques such as open, axial, and selective coding to pinpoint the primary factors affecting customer trust, satisfaction, and loyalty. Building on the insights from the exploratory study, the research proposes a model and hypotheses. The subsequent confirmatory study employs a quantitative approach, collecting data from 300 respondents in Jordan and utilizing Structural Equation Modeling (SEM) for analysis. Results underscore the pivotal roles of personalization, user-generated content, communications, word-of-mouth, emotions, promotions, and customer support as social media directions in shaping customer trust, satisfaction, and loyalty. This research provides valuable insights into the dynamics of how social media shapes customer relations, offering guidance to businesses navigating this ever-evolving landscape.

This paper presents an empirical investigation to study the impact of brand value, service quality, customer trust and internet knowledge on customer retention. The study adoptes a questionnaire originally developed by Jurisic and Azevedo (2011) [Jurisic, B., & Azevedo, A. (2011). Building customer–brand relationships in the mobile communications market: The role of brand tribalism and brand reputation. Journal of Brand Management, 18(4), 349-366.] and distributes it among some people who purchased LED television from a well-known Korean manufacturer in city of Tehran, Iran. Using structural equation modeling, the study has determined positive effects of brand value (B = 0.377, Sig. = 0.0001), service quality (B = 0.204, Sig. = 0.0001) and internet knowledge (B = 0.280, Sig. = 0.0001). However, the study does not find any statistical evidence to confirm the effects of customer trust on customer retention.

This paper presents an empirical investigation to study the relationship between bank debt guarantee and profitability, increase in banks resources and customer retention. The proposed study has been implemented in one of Iranian banks located in city of Zanjan, Iran over the period of 10 years. The study has used Pearson correlation test to examine three hypotheses of the survey. The results indicate that there were positive and meaningful relationship between bank debt guarantee and profitability (r = 0.863, P-value = 0.001), a positive relationship between bank debt guarantee and bank resources (r = 0.708 with P-value = 0.015) and there was a positive and meaningful relationship between bank debt guarantee and customer retention (r = 0.252 with P-value = 0.001).

An increase on competition industry from one side and the need for customer retention on the other side in banking industry create necessary motivation to learn more about customer behavior. This paper investigated the relationship between seven perspectives of banking services and customers’ attitude towards changing behavior. The seven perspectives included how bank employees’ treat customers, service prices, how to promote and market synergies, place and time to serve customers, products, equipment and process. The proposed study was implemented in two Iranian banks called Mellat and Tejarat in city of Tehran, Iran. The results indicated that all components except one case, which was “how to promote and market synergies” had meaningful and negative relationship with customer behavior.

Knowledge management (KM) plays an important role on increasing organizational performance especially governmental agencies where there are different skills and knowledge within the organization. In this study, we present a study to investigate the effect of KM on having more customer oriented organizations. We use a standard questionnaire among 146 randomly selected employees out of 170 people who work for four governmental organizations in city of Chahbahar, Iran. The collected information is analyzed using structural equation modeling and by validating the results using Cronbach alphas of more than the minimum desired level of 0.70, we determine the positive relationships between KM and three other variables including customer absorption, customer retention and customer relationship management. The results of this survey reveal that an increase of one unit in KM yields almost the same increase in three mentioned variables accordingly. In addition, an increase of one percent in KM will increase customer orientation by almost one percent.

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.

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.