Investigating the Relationship between Business Ethics and Customer Satisfaction

Abstract

The paper aimed to investigate the influence of factors, such as responsibility, respect, honesty and fairness as components of business ethics among employees, on customer satisfaction. The statistical population of the study was the customers of mentioned repair shops in Kerman. Using random sampling, a sample of 267 were selected. A 23-item questionnaire were used to gather information. Cronbach's alpha was used to determine the reliability of the questionnaire (0/9573). Descriptive statistics including frequency tables, graphs, mean, and statistical tests such as Pearson, ANOVA and regression were used to analyze the data. Findings showed that there was a significant relationship between business ethics and customer satisfaction in which the greatest impact of business ethics components on customer satisfaction were respectively: responsibility, respect, honesty and fairness. Authorized repair shops of Iran Khodro and Siapa companies were compared and the results showed that the later cares more about business ethics and customer satisfaction.

Keywords

• respect
• business ethics
• customer satisfaction
• honesty
• responsibility