A SURVERY ABOUT THE RELATIONSHIPS AMONG ORGANIZATIONAL COMMITMENT AND SERVICE QUALITY MELLAT BANK

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JAMSHIDI EVANAKI MINA; MARJANI AMIR BABAK; JAMSHIDI LEILA

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Journal: JOURNAL OF BUSINESS MANAGEMENT Year:2010 | Volume:1 | Issue:4 Page(s): 171-191

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Title

A SURVERY ABOUT THE RELATIONSHIPS AMONG ORGANIZATIONAL COMMITMENT AND SERVICE QUALITY MELLAT BANK

Author(s)

JAMSHIDI EVANAKI MINA | MARJANI AMIR BABAK | JAMSHIDI LEILA | Issue Writer Certificate

Keywords

AFFECTIVE COMMITMENTQ2

CONTINUANCE COMMITMENT NORMATIVEQ2

COMMITMENTQ3

SERVICE QUALITYQ2

SERVPERFQ2

Abstract

Service organizations such as banks should be looking to increase their SERVICE QUALITY, because quality is as a key factor that can create competitive advantage.To increase SERVICE QUALITY should upgrade factors that related do SERVICE QUALITY.Since the services are carried out through human interactions, key roles in customer satisfaction have established that employees with strong organizational COMMITMENT contribute more to accomplishing organizational goals. Therefore, this study investigated the relationship between organizational COMMITMENT and SERVICE QUALITY. In this study we use organizational COMMITMENT questionnaire of Allen & Meyer that contain of three component (affective, continuous and normative) for measuring employee COMMITMENT and SERVPERF questionnaire of Tylor & Cronin for measuring SERVICE QUALITY of customer. This study is descriptive – correlation. In order to do it 121 branches of Mellat Bank in Tehran through random classified were selected. For data Analysis, using descriptive statistics (frequency, mean) and inferential statistics (Pearson correlation test, Friedman analysis of variance and 2- independent Sample t-test). The results showed that with 95% assurance between organizational COMMITMENT and SERVICE QUALITY has a significant relationship. Finally, we can conclude if Mellat Bank increases their organizational COMMITMENT will could be increase SERVICE QUALITY and thus increase customer satisfaction.

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APA: Copy

JAMSHIDI EVANAKI, MINA, MARJANI, AMIR BABAK, & JAMSHIDI, LEILA. (2010). A SURVERY ABOUT THE RELATIONSHIPS AMONG ORGANIZATIONAL COMMITMENT AND SERVICE QUALITY MELLAT BANK. JOURNAL OF BUSINESS MANAGEMENT, 1(4), 171-191. SID. https://sid.ir/paper/237797/en

Vancouver: Copy

JAMSHIDI EVANAKI MINA, MARJANI AMIR BABAK, JAMSHIDI LEILA. A SURVERY ABOUT THE RELATIONSHIPS AMONG ORGANIZATIONAL COMMITMENT AND SERVICE QUALITY MELLAT BANK. JOURNAL OF BUSINESS MANAGEMENT[Internet]. 2010;1(4):171-191. Available from: https://sid.ir/paper/237797/en

IEEE: Copy

MINA JAMSHIDI EVANAKI, AMIR BABAK MARJANI, and LEILA JAMSHIDI, “A SURVERY ABOUT THE RELATIONSHIPS AMONG ORGANIZATIONAL COMMITMENT AND SERVICE QUALITY MELLAT BANK,” JOURNAL OF BUSINESS MANAGEMENT, vol. 1, no. 4, pp. 171–191, 2010, [Online]. Available: https://sid.ir/paper/237797/en

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