文章基本信息

标题：THE RELATIONSHIP BETWEEN MANAGEMENT COMMITMENT TO SERVICE QUALITY AND ORGANIZATIONAL OUTPUTS CONSIDERING THE MEDIATING ROLE OF EFFECTIVE PARTICIPATION OF EMPLOYEES IN BANKING SERVICES
本地全文：下载
作者：Ardeshir Bazrkar ; Siavash Mirzaei Milani ; Salar Alavi Nasab 等
期刊名称：International Journal for Quality Research
印刷版ISSN：1800-6450
电子版ISSN：1800-7473
出版年度：2018
卷号：12
期号：3
DOI：10.18421/IJQR12.03-05
语种：English
出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：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.
关键词：management commitment to service quality; effective employee participation; employee satisfaction service performance