The effect of psychological capital on the quality of services provided to customers

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MIRZAEE HABIB; NAZARI ELHAM

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Journal Paper

Paper Information

Journal: JOURNAL OF SKILL TRAINING Year:2020 | Volume:9 | Issue:33 Page(s): 77-90

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Information Journal Paper

Title

The effect of psychological capital on the quality of services provided to customers

Author(s)

MIRZAEE HABIB | NAZARI ELHAM | Issue Writer Certificate

Keywords

psychological capital

the quality of services provided to customers

Technical and vocational education

Lorestan province

Abstract

The aim of this study is to investigate the effect of psychological capital on the quality of services provided to customers in Lorestan TVTO Managers and Experts. In terms of the purpose, this research is an applied research and in terms of the gathering information is a descriptive research. Statistical Society in this research is Managers and Experts in Lorestan TVTO which is composed of 220 people. In this study to select the sample was used stratified random sampling. The number of sample that is obtained through Cochran's formula is 140 persons. In order to measure psychological capital used the Luthans questionnaire which consists of four dimensions Self-efficacy, Resiliency, Optimism, hope and In order to measure on the quality of services provided to customers used the Servqual questionnaire. To measure the Reliability of the questionnaires was used the Cronbach's alpha that which for psychological capital questionnaire is 0/815 and for the quality of services provided to customersquestionnaire is 0/715 and indicates that the questionnaires have good reliability. In order to ensure the validity used the standardized questionnaires. For data analysis used the SPSS software and to investigate the hypothesis used to a combination of T-test and correlation and regression analysis. The results show that Optimism greatest impact on the quality of service provided to customers with Beta 0/315 and resiliency, hope and Self-efficacy next priority will be given to the beta 0/304, 0/207, 0/159. and general psychological capital is affect on the quality of services provided to customers.

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APA: Copy

MIRZAEE, HABIB, & NAZARI, ELHAM. (2020). The effect of psychological capital on the quality of services provided to customers. JOURNAL OF SKILL TRAINING, 9(33 ), 77-90. SID. https://sid.ir/paper/959404/en

Vancouver: Copy

MIRZAEE HABIB, NAZARI ELHAM. The effect of psychological capital on the quality of services provided to customers. JOURNAL OF SKILL TRAINING[Internet]. 2020;9(33 ):77-90. Available from: https://sid.ir/paper/959404/en

IEEE: Copy

HABIB MIRZAEE, and ELHAM NAZARI, “The effect of psychological capital on the quality of services provided to customers,” JOURNAL OF SKILL TRAINING, vol. 9, no. 33 , pp. 77–90, 2020, [Online]. Available: https://sid.ir/paper/959404/en

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