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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 | ||
| مراجع | ||
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