Psychological Capital Impact On The Quality Of The Services Provided To The Clients By The Counter Staffs With Job Satisfaction Meditation (Case Study: Ansaar Bank)

Document Type : Research Paper

Abstract

The present research is aimed to examine the impact of psychological capital and job satisfaction on the services quality provided by the counter staffs of Ansaar bank to its clients. This study is an applied descriptive research and its population was Ansaar bank counter staff in Tehran. For this purpose, a sample of 320 people was calculated on the basis of Morgan table and selected using random sampling method. In this research, firstly the theoretical model and assumptions (hypotheses) between the variables were developed and then the structural equation modeling was used to assessing the research assumptions. A questionnaire was used to collect the data, whose reliability and validity (reliability and validity of the research tool) was assessed by Cronbach's alpha and confirmatory factor analysis. This conceptual model were examined using structural part called path analysis, and structural equation modeling. The results of this research indicate that psychological capital and job satisfaction have a positive impact on the quality of services provided to the customers. The mediating role of the job satisfaction in the relationship between psychological capital and significant service quality was assessed. Based on the findings it can be concluded that appropriate human resource (psychological capital) planning lead to job satisfaction increase, the sense of belonging to the organization and tailored service to the costumers.

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References

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