The Relationship between Management Commitment to Service Quality and Organizational Outcomes with Regard to the Mediating Role of Effective Participation of Employees in Banks Gilan

Subject Areas : مدیریت

Mehrdad Godarzvand Chegini ¹ , Samin Yosefi ² , Mahyar Delshad ³

1 - دانشیار، دانشگاه آزاد اسلامی، واحد رشت، گروه مدیریت، گیلان، ایران
2 - دانشجوی دکتری، دانشگاه آزاد اسلامی، واحد کرمان، گروه مهندسی صنایع، کرمان، ایران
3 - کارشناس ارشد، دانشگاه آزاد اسلامی، واحد رشت، گروه مدیریت، گیلان، ایران

Received: 2014-11-03 Accepted : 2015-04-01 Published : 2015-06-10

Keywords: Customer Satisfaction, Employee Satisfaction, Management Commitment to Service Quality, Effective Participation of Employees,

Abstract :

Today competition to improve service quality as a key strategic issue for organizations that are active in the service sector is known. Organizations that have a higher level of service quality, achieve higher levels of customer satisfaction as a prelude to achieving sustainable competitive advantage will be. Customer satisfaction is a key factor in shaping the future customer is willing to buy. The aim of the present study was to assess the relationship between management commitment to service quality, customer satisfaction and employee job satisfaction in the performance of banks in the province of Gilan. Research methods and tools for data collection questionnaire are descriptive. Questionnaire for data collection and data analysis, structural equation modeling SEM and LISREL software was used. Thus, the overall results we can say that management commitment to service quality on organizational outcomes (job satisfaction and customer satisfaction with the performance of services) has a positive impact on banks of Gilan.