بررسی تأثیر سرمایۀ روان‌شناختی بر کیفیت خدمات ارائه شده به مشتریان توسط کارکنان باجه با میانجی‌گری تعهد سازمانی

نوع مقاله : مقاله علمی پژوهشی

نویسندگان

1 استاد گروه بازرگانی، دانشکدۀ مدیریت دانشگاه تهران، تهران، ایران

2 استادیار گروه منابع انسانی، دانشکدۀ مدیریت دانشگاه تهران، تهران، ایران

3 دانشجوی دکتری مدیریت بازاریابی بین الملل، دانشگاه سمنان، سمنان، ایران

چکیده

 هدف پژوهش حاضر ارائۀ راهکارهای کاربردی به‎منظور بهبود کیفیت خدمات به مشتریانِ کارکنان باجه، بر اساس سرمایۀ روان‎شناختی و تعهد سازمانی است. پژوهش پیش رو از لحاظ هدف کاربردی است و از نظر روش، توصیفی ـ همبستگی شمرده می‎شود. در این پژوهش ابتدا مدل نظری و فرضیه‎های بین متغیرها توسعه داده شد. سپس به‎کمک مدل معادلات ساختاری، فرضیه‎های پژوهش بررسی شدند. جامعۀ آماری، کارکنان باجۀ بانک انصار شهر تهران است. بدین منظور نمونه‌ای برابر با 320 نفر بر اساس جدول مورگان و با بهره‎مندی از روش نمونه‎گیری تصادفی به‎دست آمد. داده‎ها از طریق پرسشنامه جمع‎آوری شد و پس از آن به سنجش پایایی و روایی ابزار پژوهش به‌کمک آلفای کرونباخ و روایی همگرا و واگرا پرداخته شد. نتایج به‎دست‎آمده از این پژوهش نشان داد، سرمایۀ روان‎شناختی بر کیفیت خدمات ارائه‎شده به مشتریان تأثیر مثبت دارد. همچنین نقش میانجی‌گری تعهد سازمانی در تأثیر سرمایۀ روان‎شناختی بر کیفیت خدمات ارائه‎شده به مشتریان، به تأیید رسید.

کلیدواژه‌ها


عنوان مقاله [English]

The effect of psychological capital on the quality of the offered services to the clients by the counter staffs with organizational commitment meditation

نویسندگان [English]

  • Seyyd Reza Seyyed Javadein 1
  • Marjan Fayyazi 2
  • Hosein Balochi 3
1 Prof., Business Marketing Group, Faculty of Management, University of Tehran, Tehran, Iran
2 Assistant Prof., Business Marketing Group, Faculty of Management, University of Tehran, Tehran, Iran
3 Ph.D. Student in International Marketing Management, Faculty of Management and Economic, University of Semnan, Semnan, Iran
چکیده [English]

The current study aims to examine the impact of psychological capital and organizational commitment on the quality of the offered services to the clients by the counter staffs of Ansar bank. In this research, the theoretical model and the theories between the variables were first developed and  structural equation was used to examine research theories. Ansar bank counter staffs of Tehran city are the statistical population. Therefore, for this research, 320 persons are picked based on the Morgan table using random sampling. A questionnaire was used to collect the data, the reliability and validity of which are assessed by Cronbach's alpha and confirmatory factor analysis.  This conceptual model was examined using structural part called path analysis and structural equation modeling. The results showed the positive influence of psychological capital on the quality of offered services to the clients.

کلیدواژه‌ها [English]

  • Organizational Commitment
  • Psychological capital
  • Services Quality
  • structural equation
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