Studying The Effect Of Management Commitment To Service Quality On Organizational Commitment, Job Satisfaction And Employees’ Performance

Dehghan, Nabi Allah; Fathi, Samad; Garjami, Somayyeh; Valivand Zamani, Hosein

Studying The Effect Of Management Commitment To Service Quality On Organizational Commitment, Job Satisfaction And Employees’ Performance

Document Type : Research Paper

Authors

Nabi Allah Dehghan ¹

Samad Fathi ²

Somayyeh Garjami ³

Hosein Valivand Zamani ⁴

¹ Assistant Professor Faculty of Strategic Management, Supreme of National defense University, Iran, drdehghan@ymail.com

² Master of Administration in Human Resource Management, Supreme of National defense University, Iran

³ of Administration in Human Resource Management, Azad University, Iran

⁴ Ph.D student in strategic defense sciences, Supreme of National defense University

Abstract

This research has done for studying the effect of management commitment to service quality on organizational commitment, job satisfaction and employees’ performance. We measured management commitment to service quality with training, empowerment and reward factors.
This research is a descriptive research that has done by using of survey and correlation methods. The statistical populations are west Tehran’s Branches personnel of considered bank, which selected 200 samples by one stage cluster sampling. The required data has gathered by using of questionnaire tool and has analyzed via statistical techniques such as spearman correlation coefficient, linear multiple regression and stepwise regression tests. Also, we show the direct and indirect effects of variables on themselves by using of path analysis graph.
The empirical results show that top management to service quality effect on organizational commitment and job satisfaction. But, only job satisfaction variable effect on employees’ performance. Other results indicate training, empowerment and reward factors as management commitment dimension to service quality have significant relation with organizational commitment and job satisfaction. But, empowerment and reward factors have cause and effect relations with their

Keywords

commitment to service quality

Empowerment

organizational commitment

Job Satisfaction

training