خلاصة:
As these days, the survival of organizations is totally depended on customers and customer s,
organizations are trying to gain their customers‟ attentions and draw their interests in order to keep
their finger on the pulse of the market, and also to ensure their own sustainable business as well. But it must be noted that customer-orientation will not happen unless the organization has already had its own rich and supportive culture and be provided for customer-orientation .Therefore, this study examines the impact of organizational culture on customers‟ satisfaction in Post Company. The research, benefiting from Morgan‟s Table, is a descriptive-survey research of 322 customers of Post Company and also, from the point of view of data collection methods; this study is considered a fieldwork research and the sampling method used, is Simple Random Sample method. Safe to say that the means of collecting data were questionnaires along with referring to the documents and evidences. Because of the abnormality of data and also to analyze the data itself properly, binomial test has been employed, and Friedman Test is used for classifying and ranking the factors. The results indicate a strong influence of organizational culture on customers‟ satisfaction. Since the ranking results have shown that facts, so it is recommended that employees should get involved in organizational processes so long as the organization can get the best rank it can, as far as satisfaction of customers is concerned.
ملخص الجهاز:
"Need for profitability, retainingAvazzadeh and Behzadi customers and keep customer s far away from other organizations, improving organization‟s fame in market, encouraging to reduce costs and attract new customers, preserving sustainable competitive advantages all and all only emphasis on the necessity of customers‟ satisfaction On the other hand, nowadays organizations have faced with cultural diversity.
Because of this fact organization, especially Post Company that has a close relation and tangible communication with its own customer s should employ so many strategies in terms of organizational culture so that they can increase customers‟ satisfaction In this regard the following issues are of particular importance: A) Necessity of recognizing organizational culture of the Post Company.
Indicators of adaptability, includes: 1-creating changes 2-customer focus (customers‟ satisfaction ) 3-organizational learning 4-mission; this suggests that a proper understanding of the mission of the organization is a unique way to get into right course of actions taken to achieve the objectives specified for the members.
” In first place, they suggested 10 general characteristics as criterion with which customers used to evaluate the quality of services: 1-Accessibility (ease of contact) 2-Communications (giving information and listening to customers properly) 3-Competence (having proper knowledge in order to offer services adequately) 4-Good etiquette (behaviours and attitudes of staff towards customers) 5-Credit (integrity and reliability) 6-Reliability (continuity in performance and reliability) 7-Responsiveness (quality of being accountable) 8-Security (being away from risks, dangers and uncertainty)9-Perceptible/tangible factors (physical appearance of service) 10-Recognition and understanding of customers‟ needs."