*Associate Professor, Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran
**Associate Professor, Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran
***Student, Kish Branch, Islamic Azad University, Kish, Iran
****Faculty, University of Tehran, Kish International Campus, Iran
Online published on 12 May, 2015.
Organizations have adequately recognized that customers are their most important assets and think of the relation with customers as beneficial and interactional exchanges as well as opportunities that need management. Success in any organization and building good relationship with customers involves a structure that replies the customers in proportion with the organization's activities. Organizational structure is a way or method by which the organization's activities are divided, organized and coordinated. The main purpose of this article is investigating the relation between organization's structural dimensions and customer relation management in HormozganMeli Bank. This research has been conducted by use of periodic studies and correlation method with a 380-people statistical sample among the customers of HormozganMeli Bank. Two researcher-made questionnaires have been used for collecting data. The results revealed that there is a reverse relation between structural dimensions and customer relation management. The research data analysis showed that the less formal, elaborated, and centralized the decision making is, the more improvement will occur in Meli Bank customer relation management. In fact, the responses of Meli Bank customers in this research reveal that the customers do wish a low level of elaboration, formality and centralization in the organization.
Organization's Structural Dimensions, Formality, Elaboration, Centralization, Customer Relation Management
