Effectiveness of the Strategic Culture on Customer Relationship Management in Tehran Tejarat Bank

Abstract

This study aims to investigate the effectiveness of the strategic culture on customer relationship management in Tehran Tejarat Bank. To this end, all the 1300 employees of Tehran Tejarat Bank were considered of whom 300 people were selected as the sample size using the Cochran's formulas and Morgan's table. This is an applied descriptive-analytical survey. Data were collected using the researcher-developed questionnaire based on the indicators and conceptual model. The results of the first and second orders of the factor analysis on the structures showed that the proposed pattern of the relationships and correlation of the variables, dimensions of the strategic culture and customer relationship management has a reliable fitting. Based on the results of the structural equation modeling, the main research hypothesis based on the effectiveness of the strategic culture on the customer relationship management of the Tehran Tejarat Bank was confirmed.