The Role of Management Components in Training Customer Interaction in Saman Bank

Subject Areas :

Mahbobeh Shateri ¹ , Yalda Delgoshaei ² , Mohammad Naghi Emani ³ , ABBAS KHORSHIDI ⁴

1 - PhD Student, Department of Educational Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran.
2 - Assistant Professor, Department of Educational Managemen, Central Tehran Branch, Islamic Azad University, Tehran, Iran.
3 - Assistant Professor, Department of Educational Management , Roodehen Branch, Islamic Azad University, Tehran, Iran.
4 - Professor, Department of Educational Sciences, Islamshahr Branch, Islamic Azad University, Tehran, Iran.

Received: 2021-10-18 Accepted : 2021-12-13 Published : 2021-12-13

Keywords: Management Components, Customer interaction training, Customer orientation, Saman Bank,

Abstract :

According to the importance of customers in the banking system and the need to attract and retain them, bank managers fully feel the need for customer-oriented training, that customer interaction training is one of the trainings that should be considered; Therefore, the present study was conducted with the aim of investigating the effect of management components on customer interaction training in Saman Bank. This research is an applied goal that has been performed by a mixed qualitative and quantitative method. In the qualitative section, using the opinions of 15 experts and professors in the fields of economics, mathematics, management, educational management, education, component theory and managerial indicators of training interaction with bank customers were identified. In a quantitative stage, a researcher-made questionnaire was designed using the findings of the qualitative section and summarizing the opinions of experts. The statistical population of the study in the quantitative part of all employees of Saman Shahr Bank branches in Tehran is 3000 people, of which 341 people were selected as a statistical sample by stratified random method and the data were analyzed using t-test and confirmatory factor analysis and the pattern of structural documents. Findings show that in the process of customer interaction training in Saman Bank, 21 indicators and five indicators of education, profession, experience and previous general knowledge and specialized components has the most roles, respectively. The results show that managerial components, especially the educational management component in the process of manpower training and especially the category of customer interaction training in Saman Bank have a role and are important.