Today, many business organizations have replaced product oriented strategies with customer oriented strategies and try to improve the level of their products and services to reach customer satisfaction. Excellent organizations pay especial attention to their customers and always try to do their best to have loyal customers. The purpose of this paper is to investigate the level of customer oriented in an excellence business organization through European Foundation of Quality Management (EFQM) method for one of the biggest Iranian banks in city of Tehran, Iran. The study designs a questionnaire in Likert scale and distributes it among 384 randomly selected customers who do banking business. Cronbach alpha has been calculated as 0.948, which is well above the desirable level. In addition, using t-student test, the study has confirmed that bank enjoyed a satisfactory level of customer oriented.

This paper presents an empirical investigation to determine factors influencing on loan repayment in one of Iranian banks named Sepah Bank over the period 2012-2013. The study selects a sample of 290 bank's customers who received loans and, using logistic regression technique, tries to find whether or not qualitative as well as quantitative characteristics of loan receivers influence on repayment of loans. The results indicate that history of outstanding debt as well as customers' past experiences with banks had meaningful relationships with having bad credit and non-payment of loans. In our survey, having a bad credit in the past had positive relationship with non-payment of loans but long-term customers had negative relationship with non-payment of loans. In addition, working capital turnover ratio, cash ratio, total liabilities, current assets and loan value had significant impact on non-repayment of the loan facilities.Growing Science Ltd. All rights reserved. 5

This paper studies the relationship between transcendental leadership and organizational citizenship behavior by investigating the role of spirituality in the workplace as a mediator. The study is executed for a case study of an Iranian insurance firm located in city of Tehran, Iran. The survey uses three questionnaires for transcendental leadership, spirituality in the workplace and organizational citizenship behavior. The results indicate that there were some meaningful relationships between the components of transcendental leadership and organizational citizenship behavior and element of spirituality in the workplace and organizational citizenship behavior. In addition, the study indicates that there were positive and meaningful relationships between vision/hope/faith and spiritual traditions, between components of transcendental and spiritual rituals, between oriented leadership and ultimately transcendent and spiritual components of oriented leadership. However, the study does not find any relationship between the two components of love, friendship and leaders' spiritual growth and its subordinates and variable of oriented tradition of spirituality.

Purpose of this research is studying on effect of undesirable service experience and other effective factors on customer complaint behaviour. The present research in respect of goal is applied and in respect of nature and research methodology is descriptive survey, and the tool for gathering data is questionnaire. Statistical society of research are customers of Eghtesad Novin Bank, Tehran West District Branch that questionnaires were distributed to 385 available customers in the said district. For evaluating validity of questionnaire, the content validity and structures validity were used and also composite reliability (CR) indexes and Cronbach's alpha were used for studying on its reliability. For illative analysis of data, the confirmatory factor analysis and structural equations modelling method were used by using Smart PLS software. Results of research shows that personnel, service facilities quality, attitude towards complaints, information level, experience level, satisfaction level and importance of situation have positive and direct effect on customer complaint behaviour. Effect of facilities and appearance of branch and probability of succession in complaints are nonsense.Findings of this research may be beneficial for managers of banks and all customer-oriented service companies who want to be successful in competitive market.