Investigating the Effect of Behavioral Entropy, Organizational Inertia and Organizational Paranoid on Customer Churn with the Mediating Role of Customers' Experience

The present research is conducted to investigate the Effect of Behavioral Entropy, Organizational Inertia and Organizational Paranoid on Customer Churn with the Mediating Role of Customers' Experience. The present research is operational and its data were collected by descriptive- surveying method and also it is a correlative study. Research population of the present research is including all employees and customers of banks in Semnan city that employees are 1304 cases and customers are unlimited. 297 cases of employees and also 384 cases of customers were selected as research sample by Cochrane formula. The device of collecting data is questionnaire that Face and content validity was confirmed by relate experts, and convergence validity was confirmed by the statistical methods. The reliability of the questionnaire through construct validity was assessed using confirmatory factor analysis and Cronbach's alpha coefficient. Data were analyzed by Lisrel and SPSS software's. The findings of the present research indicated that Behavioral Entropy, Organizational Inertia and Organizational Paranoid not affect the Customer Churn.