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A comparison of the impacts of managerial flexibility and fit of required flexibility on customer satisfaction: banks and financial institutes

Author

Listed:
  • Alireza KHORAKIAN

    (University of Mashhad (FUM), Mashhad, Iran)

  • Yaghoob MAHARATI

    (University of Mashhad (FUM), Mashhad, Iran)

  • Elahe NASERINEJAD

    (University of Mashhad (FUM), Mashhad, Iran)

Abstract

Today, organizations are seeking for new methods to increase customer satisfaction and gain competitive advantages to survive in a competitive environment. One of the methods of gaining competitive advantage is flexibility that helps organizations to respond changes in customer demands, competitor organizations and technology. It should be noted that, environmental conditions are diverse for different industries. This study indicates that the level of flexibility in organizations largely depends on environmental conditions. This is an appliedcasual survey. All of the 38 banks and financial institutes of the city of Mashhad (Iran), as the most important service organizations constitute the population of this study. The effect of flexibility dimensions (functional, structural, and strategic) on customer satisfaction with the fit of required flexibility dimensions are compared. The findings indicate that the effect of fit of required flexibility on all the three dimensions is greater than the effect of management flexibility.

Suggested Citation

  • Alireza KHORAKIAN & Yaghoob MAHARATI & Elahe NASERINEJAD, 2016. "A comparison of the impacts of managerial flexibility and fit of required flexibility on customer satisfaction: banks and financial institutes," Romanian Economic Business Review, Romanian-American University, vol. 11(1), pages 51-66, March.
    • Handle: RePEc:rau:journl:v:11:y:2016:i:1:p:51-66
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    References listed on IDEAS

    as
    1. Karaesmen, F. & van der Duyn Schouten, F.A. & van Wassenhove, L.N., 1998. "Dedication versus flexibility in field service operation," Other publications TiSEM bdf04f5c-c0a2-4b80-bb09-1, Tilburg University, School of Economics and Management.
    2. Mihelis, G. & Grigoroudis, E. & Siskos, Y. & Politis, Y. & Malandrakis, Y., 2001. "Customer satisfaction measurement in the private bank sector," European Journal of Operational Research, Elsevier, vol. 130(2), pages 347-360, April.
    3. Karaesmen, F. & van der Duyn Schouten, F.A. & van Wassenhove, L.N., 1998. "Dedication versus flexibility in field service operation," Discussion Paper 1998-24, Tilburg University, Center for Economic Research.
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