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بررسی تأثیر سرمایۀ روان‌شناختی بر کیفیت خدمات ارائه شده به مشتریان توسط کارکنان باجه با میانجی‌گری تعهد سازمانی | ||
| مدیریت دولتی | ||
| مقاله 6، دوره 7، شماره 2، تیر 1394، صفحه 277-302 اصل مقاله (412.12 K) | ||
| نوع مقاله: مقاله علمی پژوهشی | ||
| شناسه دیجیتال (DOI): 10.22059/jipa.2015.52326 | ||
| نویسندگان | ||
| سیدرضا سید جوادین1؛ مرجان فیاضی2؛ حسین بلوچی* 3 | ||
| 1استاد گروه بازرگانی، دانشکدۀ مدیریت دانشگاه تهران، تهران، ایران | ||
| 2استادیار گروه منابع انسانی، دانشکدۀ مدیریت دانشگاه تهران، تهران، ایران | ||
| 3دانشجوی 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 | ||
| تعهد سازمانی؛ سرمایۀ روان‌شناختی؛ کیفیت خدمات؛ معادلات ساختاری | ||
| 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 Javadein1؛ Marjan Fayyazi2؛ Hosein Balochi3 | ||
| 1Prof., Business Marketing Group, Faculty of Management, University of Tehran, Tehran, Iran | ||
| 2Assistant Prof., Business Marketing Group, Faculty of Management, University of Tehran, Tehran, Iran | ||
| 3Ph.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 | ||
| مراجع | ||
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