THE RELATIONSHIP BETWEEN MANAGEMENT COMMITMENT TO SERVICE QUALITY AND ORGANIZATIONAL OUTPUTS CONSIDERING THE MEDIATING ROLE OF EFFECTIVE PARTICIPATION OF EMPLOYEES IN BANKING SERVICES
Journal Title: International Journal for Quality Research - Year 2018, Vol 12, Issue 3
Abstract
Nowadays, the competition to improve service quality is considered as a key strategic issue for organizations operating in the service sector. The purpose of the study was to measure the relationship between management commitment and quality of service with job satisfaction of employees and CS with service performance in the banks of Tehran. The results showed a significant and positive relationship between management commitment and effective participation of employees. Moreover, the results showed a positive and significant relationship between effective employee participation with job satisfaction of staff and CS with service performance. Therefore, according to the results of the study, it can generally be stated that the management commitment to the quality of services has a positive effect on the organizational outputs (employee satisfaction and CS from service performance) in the banks of Tehran province.
Authors and Affiliations
Ardeshir Bazrkar, Siavash Mirzaei Milani, Salar Alavi Nasab
Keywords
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- EP ID EP386583
- DOI 10.18421/IJQR12.03-05
- Views 99
- Downloads 0
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