Ebrahim Heshmati; Hamid Reza Saeednia; Ali Badizadeh
Volume 12, Special Issue , June 2018, , Pages 379-393
Abstract
The purpose of this research is to design and train an appropriate customer experience management model with an emphasis on related indicators in banking services. The research method used in this research is qualitative. The technique used to collect information and analyze data was also determined ...
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The purpose of this research is to design and train an appropriate customer experience management model with an emphasis on related indicators in banking services. The research method used in this research is qualitative. The technique used to collect information and analyze data was also determined by the method based on the data theory of the foundation. In the framework of the data theory approach, in this research, open source, axial and selective coding was used. Data analysis was carried out based on data from field studies and libraries. In general, information and data were first collected in open source form through expert interviews with university and industry experts, then the research data were categorized and refined through communication between micro and macro categories. And ultimately validated and finalized. The final pattern of research was composed of three main categories: Expected Factors, Perceptual Factors and Care Providers, and the micro categories and related statements in the banking industry were also identified in the model. Finally, the validity of the model is verified quantitatively using the structural equation and PLS software.
