Performance Management and its Relationship with Service Quality at Isfahan Melli Bank
This study had been performed to analyzing relationship between performance management and service quality because of develop the banks service quality by means of improve specific sides of the performance management. The PMA method was used for analyzing the performance management at Isfahan Melli...
| Main Authors: | , |
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| Format: | Article |
| Language: | fas |
| Published: |
University of Tehran
2009-09-01
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| Series: | مدیریت بازرگانی |
| Subjects: | |
| Online Access: | https://jibm.ut.ac.ir/article_20337_5b62f0ce510a45620a54494dcbc6ed7b.pdf |
| _version_ | 1828931708836118528 |
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| author | Seyed Mohammad Moghimi Ruohollah Hafizi |
| author_facet | Seyed Mohammad Moghimi Ruohollah Hafizi |
| author_sort | Seyed Mohammad Moghimi |
| collection | DOAJ |
| description | This study had been performed to analyzing relationship between performance management and service quality because of develop the banks service quality by means of improve specific sides of the performance management. The PMA method was used for analyzing the performance management at Isfahan Melli Bank and the SYSTRA-SQ scale was used for assessing the service quality at there. In order to relationship studying between performance management and service quality, all of the corresponding relations between them i.e. 60 hypotheses were analyzed by means of statistical methods and finally 7 hypotheses from 60 hypotheses were approved. Specially, the research results demonstrate that it is meaningful relationship between the organizational action orientation dimension and the total service quality at the bank. Therefore, utilization of this research is developing the bank service quality by means of concentrating on a few important and effective factors rather than considering multiple factors with low effect. |
| first_indexed | 2024-12-14T00:51:07Z |
| format | Article |
| id | doaj.art-d0ce8357cf3b4c8f8163f7ef6091d674 |
| institution | Directory Open Access Journal |
| issn | 2008-5907 2423-5091 |
| language | fas |
| last_indexed | 2024-12-14T00:51:07Z |
| publishDate | 2009-09-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | مدیریت بازرگانی |
| spelling | doaj.art-d0ce8357cf3b4c8f8163f7ef6091d6742022-12-21T23:23:50ZfasUniversity of Tehranمدیریت بازرگانی2008-59072423-50912009-09-011320337Performance Management and its Relationship with Service Quality at Isfahan Melli BankSeyed Mohammad Moghimi0Ruohollah Hafizi1دانشگاه تهراندانشگاه تهرانThis study had been performed to analyzing relationship between performance management and service quality because of develop the banks service quality by means of improve specific sides of the performance management. The PMA method was used for analyzing the performance management at Isfahan Melli Bank and the SYSTRA-SQ scale was used for assessing the service quality at there. In order to relationship studying between performance management and service quality, all of the corresponding relations between them i.e. 60 hypotheses were analyzed by means of statistical methods and finally 7 hypotheses from 60 hypotheses were approved. Specially, the research results demonstrate that it is meaningful relationship between the organizational action orientation dimension and the total service quality at the bank. Therefore, utilization of this research is developing the bank service quality by means of concentrating on a few important and effective factors rather than considering multiple factors with low effect.https://jibm.ut.ac.ir/article_20337_5b62f0ce510a45620a54494dcbc6ed7b.pdfMelli BankPerformance Management Analyzing (PMA)System and Transactional SQ scale (SYSTRA-SQ) |
| spellingShingle | Seyed Mohammad Moghimi Ruohollah Hafizi Performance Management and its Relationship with Service Quality at Isfahan Melli Bank مدیریت بازرگانی Melli Bank Performance Management Analyzing (PMA) System and Transactional SQ scale (SYSTRA-SQ) |
| title | Performance Management and its Relationship with Service Quality at Isfahan Melli Bank |
| title_full | Performance Management and its Relationship with Service Quality at Isfahan Melli Bank |
| title_fullStr | Performance Management and its Relationship with Service Quality at Isfahan Melli Bank |
| title_full_unstemmed | Performance Management and its Relationship with Service Quality at Isfahan Melli Bank |
| title_short | Performance Management and its Relationship with Service Quality at Isfahan Melli Bank |
| title_sort | performance management and its relationship with service quality at isfahan melli bank |
| topic | Melli Bank Performance Management Analyzing (PMA) System and Transactional SQ scale (SYSTRA-SQ) |
| url | https://jibm.ut.ac.ir/article_20337_5b62f0ce510a45620a54494dcbc6ed7b.pdf |
| work_keys_str_mv | AT seyedmohammadmoghimi performancemanagementanditsrelationshipwithservicequalityatisfahanmellibank AT ruohollahhafizi performancemanagementanditsrelationshipwithservicequalityatisfahanmellibank |