{"id":"https://openalex.org/W2187458261","doi":null,"title":"Identifying Factors Affecting Bank Customers' Loyalty and Ranking Them Using Fazzy AHP Technique (Analytical Hierarchy process) Case Study: Bank Mellat -Iran","display_name":"Identifying Factors Affecting Bank Customers' Loyalty and Ranking Them Using Fazzy AHP Technique (Analytical Hierarchy process) Case Study: Bank Mellat -Iran","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W2187458261","mag":"2187458261"},"language":"en","primary_location":{"id":"mag:2187458261","doi":null,"is_oa":false,"landing_page_url":"http://textroad.com/pdf/JBASR/J.%20Basic.%20Appl.%20Sci.%20Res.,%201(12)2920-2931,%202011.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5088108956","display_name":"Parviz Ahmadi","orcid":"https://orcid.org/0000-0003-4852-1561","observed_orcids":["https://orcid.org/0000-0003-4852-1561"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Parviz Ahmadi","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":null,"display_name":"Tahereh Maleki","orcid":"https://orcid.org/0000-0002-7288-0372","observed_orcids":["https://orcid.org/0000-0002-7288-0372"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Tahereh Maleki","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-7288-0372","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5051284373","display_name":"Tooraj Azari Gargari","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Tooraj Azari Gargari","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":null,"display_name":"Nima Saedi","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Nima Saedi","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.6938,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.82266656,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.0024999999441206455,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9399999976158142},{"id":"https://openalex.org/keywords/bank-customers","display_name":"bank customers","score":0.8569999933242798},{"id":"https://openalex.org/keywords/bank-mellat","display_name":"Mellat Bank","score":0.6340000033378601},{"id":"https://openalex.org/keywords/fuzzy-analytic-hierarchy-process","display_name":"fuzzy analytic hierarchy process","score":0.7950000166893005},{"id":"https://openalex.org/keywords/factor-prioritization","display_name":"factor prioritization","score":0.699999988079071},{"id":"https://openalex.org/keywords/bank-employees","display_name":"bank employees","score":0.46000000834465027},{"id":"https://openalex.org/keywords/banking-services","display_name":"banking services","score":0.8100000023841858}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6977852582931519},{"id":"https://openalex.org/C87345402","wikidata":"https://www.wikidata.org/wiki/Q485202","display_name":"Analytic hierarchy process","level":2,"score":0.6489585638046265},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.60118567943573},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.5742112398147583},{"id":"https://openalex.org/C189430467","wikidata":"https://www.wikidata.org/wiki/Q7293293","display_name":"Ranking (information retrieval)","level":2,"score":0.5305861234664917},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.503649890422821},{"id":"https://openalex.org/C49898467","wikidata":"https://www.wikidata.org/wiki/Q1517706","display_name":"Stratified sampling","level":2,"score":0.49689558148384094},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4931458830833435},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.4859422445297241},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.29396650195121765},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2798358201980591},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.23220965266227722},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.20637765526771545},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.18764382600784302},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.17723923921585083},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.15901896357536316},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.10507029294967651},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.07652553915977478},{"id":"https://openalex.org/C99454951","wikidata":"https://www.wikidata.org/wiki/Q932068","display_name":"Environmental health","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:2187458261","doi":null,"is_oa":false,"landing_page_url":"http://textroad.com/pdf/JBASR/J.%20Basic.%20Appl.%20Sci.%20Res.,%201(12)2920-2931,%202011.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":3,"referenced_works":["https://openalex.org/W1975980702","https://openalex.org/W2059284263","https://openalex.org/W2313601103"],"related_works":["https://openalex.org/W2181769319","https://openalex.org/W2339752336","https://openalex.org/W4321225554","https://openalex.org/W1555746370","https://openalex.org/W2219606946","https://openalex.org/W2186755307","https://openalex.org/W2626716797","https://openalex.org/W4231253406","https://openalex.org/W2283918145","https://openalex.org/W2509246031"],"abstract_inverted_index":{"The":[0,100,131],"most":[1,23],"appropriate":[2,69],"and":[3,28,41,43,54,77,90,93,154,189],"useful":[4],"strategy":[5],"for":[6,17],"the":[7,18,22,55,81,95,123,143,146,151,157,165,199],"bank":[8,66,85,114],"is":[9,48,73,129,135,148,162],"Customer":[10,19],"orientation.":[11],"Several":[12],"points":[13],"should":[14],"be":[15],"noted":[16],"orientation":[20],"which":[21,35],"important":[24],"ones":[25],"are":[26],"clear":[27],"explicit":[29],"accountability":[30],"to":[31,50,75,181,183,185,187,190],"client":[32],"current":[33],"needs,":[34],"means":[36],"a":[37],"variety":[38],"of":[39,58,64,84,97,103,120,126,133,145,150,159,164],"services":[40],"new":[42],"innovative":[44],"services.":[45],"This":[46,71,139,193],"research":[47,147,194],"trying":[49],"specify":[51],"effective":[52],"factors":[53,79],"influence":[56],"amount":[57],"each":[59],"one":[60],"on":[61,142,156],"customers'":[62,82,170],"loyalty":[63,83,171],"Mellat":[65,86,115],"by":[67,87,198],"using":[68,94],"techniques.":[70],"study":[72,140],"seeking":[74],"identify":[76],"prioritize":[78],"affecting":[80,169],"combining":[88],"qualitative":[89],"quantitative":[91],"approaches":[92],"advantages":[96],"both":[98],"methods.":[99],"statistical":[101],"population":[102,128],"this":[104,127],"survey":[105],"includes":[106],"employees":[107],"with":[108],"over":[109],"12":[110],"years":[111],"experience":[112],"in":[113,117],"situated":[116],"district":[118],"5":[119],"Tehran,":[121],"that":[122],"total":[124],"size":[125],"275.":[130],"method":[132,158],"sampling":[134],"stratified":[136],"random":[137],"sampling.":[138],"based":[141,155],"purpose":[144],"part":[149,163],"applicative":[152],"researches,":[153],"data":[160],"collection":[161],"descriptive":[166],"researches.":[167],"Factors":[168],"has":[172,195],"been":[173,196],"classified":[174],"into":[175],"four":[176],"categories":[177],"include":[178],"Indicators":[179],"related":[180],"staff,":[182],"services,":[184],"access":[186],"branches,":[188],"physical":[191],"aspects.":[192],"done":[197],"fazzy":[200],"logic":[201],"method.":[202]},"counts_by_year":[{"year":2012,"cited_by_count":1}],"updated_date":"2026-09-29T14:09:16.559479","created_date":"2016-06-24T00:00:00"}