Volume 12 Number 3 Year - 2018
Number of articles: 14
THE RELATIONSHIP BETWEEN MANAGEMENT COMMITMENT TO SERVICE QUALITY AND ORGANIZATIONAL OUTPUTS CONSIDERING THE MEDIATING ROLE OF EFFECTIVE PARTICIPATION OF EMPLOYEES IN BANKING SERVICES
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.
Keywords: management commitment to service quality, effective employee participation, employee satisfaction service performance
Article info: pp. 625-638
Recieved: 24.01.2018  Accepted: 14.06.2018  UDC: 005.6:005.912   Downloads: 79