Designing a customer-oriented banking service model in Refah Bank with a content analysis approach

[1] H. Aghazadeh and M. Mehrnoush, Local scale of market orientation of commercial banks in Iran, Bus. Manag. 35 (2009), no. 2, 119–143.

[2] B. Asanlo, M. Ghobei and P. Fazlinejad, The effect of brand orientation on internal brand value, Bus. Manag. Perspect. 14 (2016), no. 32, 105–125.

[3] M. Asli Beigi, S. Dodange and P. Afshar, The impact of competitor orientation and customer orientation on innovation and market performance in the banking industry (case study: Tejarat Bank), Quart. J. Manag. Account. Stud. 3 (2016), no. 3, 77–94.

[4] S. Azadeh, S. Ahmadian and F. Mohaghegzadeh, The effect of customer satisfaction, trust, certainty, and positive word-of-mouth marketing on purchase intention with an emphasis on social networks, Spec. Sci. J. Shabak. 50 (2018), no. 47, 9–16.

[5] R. Bahrinejad, A. Khanlori, H. Qolipour Yasuri, A. Tahmoureth and S.M. Hosseini, Identifying the most important marketing processes in Iran’s banking industry in order to develop the banking marketing maturity model, Bus. Manag. Quart. 10 (2017), no. 4, 795–814.

[6] K. Barbara, Trusting to learn and learning to trust, A framework for analyzing the interactions of trust and learning in arrangements dedicated to instigating social change, 2020, pp. 1–9.

[7] A. Bozorg, M.T. Samadi and F. Barzideh, The relationship between liquidity risk and credit risk and its effect on financial instability in Iran’s banking industry, Quart.J. Monetary Bank. Res. 33 (2016), 509–531.

[8] V. Braun and V. Clarke, Using thematic analysis in psychology, Qual. Res. Psych. 3 (2006), no. 2, 77–101.

[9] P. Catherine, W. Xuequn and L. Sandra Maria Correia, The influence of brand experience and service quality on customer engagement, J. Retail. Consum. Serv. 50 (2019) 50–59.

[10] A. Divandari, S.R. Seyed Javadin, M. Nahavandian and H. Aghazadeh, Investigation of the relationship between market orientation and the performance of commercial banks in Iran, Bus. Manag. Perspect. 4 (2008), no. 9, 1–24.

[11] A. Ebdali, Investigating the relationship between risk and profit predictability of accepted banks in the stock exchange organization, Resource Manag. Police 4 (2015), no. 6, 129–144.

[12] P. Francesca, M. Aria, L. Russo, V. Della Corte and R. Nunko, Validating a theoretical model of citizens’ trust in tourism development, Socio-Econ. Plann. Sci. 73 (2021), 100922.

[13] I. Ghorbani, Evaluation of the role of learning tendency, trust, and commitment of employees on the effectiveness of logistics services, New Res. Approach. Manag. Account. 41 (2019), 148–165.

[14] H. Heidari, S. Sadeghpour and M. Dehghan Dorost, The relationship between inflation uncertainty and the amount of facilities granted by loan-free banks, Monetary Financ. Econ. Res.    (2016), 135–154.

[15] H. Hemati and A.R. Abbasifar, The effect of stock market fluctuations on the performance of banks accepted in Tehran Stock Exchange, J. Econ. Bus. 10 (2014), 13–26.

[16] S. Holger, S. Seuring, J. Str¨ahle and M. Freise, Customer experience creation for after-use products: A product–service systemsbased review, J. Cleaner Prod. 210 (2019), 929–944.

[17] M.R. Hosseinzadeh, A. Khodadadi, Developing a credit risk strategies based on SWOT model in the National Bank of Iran, Quart. J. Modern Market. Res. 2 (2017) 55–68.

[18] S. Itani Omar, R. El Haddad and A. Kalra, Exploring the role of extrovert-introvert customers’ personality prototype as a driver of customer engagement: Does relationship duration matter?, J. Retail. Consum. Serv. 53 (2020), 101980.

[19] A. Jaafari Samet, Merging, an effective solution to prevent bank bankruptcy, Quart. J. Monetary Bank. Res. 37 (2017), 437–466.

[20] X. Jing, H. Smyth and V. Zerjav, Towards the dynamics of trust in the relationship bewteen project-based firms and suppliers, Int. J. Project Manag. 39 (2021), no. 1, 32–44.

[21] M. Keimasi, S. Rezaei and A.H. Ghafarinejad, The effect of the country’s banking system sanctions on their profitability, Quart. J. Monetary Bank. Res. 26 (2015), 171–197.

[22] A. Khoran, M. Karimzadeh and A. Haddadian, Identifying and prioritizing effective factors in choosing banks and financial and credit institutions by customers, The first Int. Conf. Econ. Manag. Accoun. Soc. Sci., Rasht, June 21, 2014.

[23] M. Labafi and R. Darabi, The impact of intellectual capital components and value added intellectual coefficient on the financial performance of banks, Financ. Bank. Res. Quart. 11 (2017), no. 38, 599–624.

[24] S.R. Mirasgari and H. Hosseini Nasaz, Analysis of the impact of macroeconomic variables on the credit risk of banks, Monetary Financ. Econ. Res. 13 (2016), 175–199.

[25] Sh. Mit, J. Ebarajakirthy Charles and M. Ashaduzzamanb, How do electronic word of mouth practices contribute to mobile banking adoption?, J. Retail. Consum. Serv. 52 (2020), no. 1, 1–14.

[26] M. Nekuizadeh and A. Amini, Analysis of Samsung’s technological opportunism in the mobile phone market with an emphasis on customer loyalty and trust, J. Technol. Dev. Manag. 7 (2018), no. 3, 125–148.

[27] S.H. Noorbakhsh, M. Shafiei Roudapshani and S.M. Mousavi, The effects of organizational culture on the development of market orientation in the banking system of the Islamic Republic of Iran, Case of study: Tehran Mehr-e Eghtesad Bank, Quart. J. Macro Strategic Polic. 9 (2014), 67–95.

[28] M. Poorzarandi, M.I. Alborzi, M. Hosseinzadeh, F. Lotfi and M. Shahriari, Providing a model based on value creation in order to evaluate financial performance in banks and financial institutions, J. Account. Knowledge Manag. Audit. 7 (2012), 115–122.

[29] N. Qasemi dogahe, The effect of knowledge management capabilities and resources on the organizational effectiveness of private and state banks in Gilan province, Master’s thesis in Business Management, Islamic Azad University, Rasha Branch, faculty of Management and Accounting, 2016.

[30] A. Rahmatnejad and M. Samadi, Investigating the relationship between effective customer relationship management and organizational effectiveness from the point of view of Mellat Bank branch employees, Soc. Stud. 7 (2014), no. 28, 4–56.

[31] M. Rezazadeh and A. Akbari, Investigating the impact of brand credibility dimensions on the growth of small and medium industries (case study: small and medium enterprises in Gilan province), Master’s thesis, Islamic Azad University, Zanjan branch, Faculty of Management. 2014.

[32] S. Saeb Nia, S. Arjang and A. Javidi, Investigating the effect of customer satisfaction and trust from Saipa body warranty in the 2110 dealership of Saipa Automotive Group in Ardabil province, New Res. Approach. Manag. Account. Quart. 11 (2018), no. 1, 85–97.

[33] E.G. Salgado and M. Vela, Brand Fan pages experience and strength as antecedents to engagement and intensity of use to achieve HEIS’ brand loyalty, J. Market. Higher Educ. 29 (2019), no. 1, 102–120.

[34] M. Shahchera and M. Taheri, The effect of bank capital structure on the role of banks’ liquidity creation in Iran’s economy, Quart. J. Monetary Bank. Res. 23 (2014), 59–81.

[35] M. Shahchera and M. Taheri, The impact of liquidity requirements on the central bank’s policymaking in the interbank market of Iran, Financ. Bank. Res. Quart. 39 (2018), 23–48.

[36] A. Shoja, F. Sadegh Waziri and E. Ebrahimi, Developing a framework of causes and consequences of hatred for Iranian product brands, J. Bus. Mang. 12 (2020), no. 1, 3–23.

[37] M.J. Taghi Pourian and N. Ashtiani, The role of emotional brand attachment on the behavioral reactions of buyers of luxury cars in Tehran, J. Market. Manag. 42 (2018), 43–56.

[38] M. Taheri and Z. Abdulahi, Investigating the dynamics of financial leverage and optimal capital structure in Iran’s banking system, Monetary Bank. Manag. Dev. Quart. 7 (2015), 29–50.

[39] N.M. Yaqubi, H. Kord, A. Moradzadeh and J. Dezhkam, Network analysis of vital factors affecting the attraction of customer deposits, Quart. J. Bus. Manag. Explor. 13 (2014), 133–157.