بررسی رابطه بین مهارتهای مقابله ای کارکنان با رضایت مشتریان در شعب بانک سپه شهرکرمان
  •   آرشیو : نسخه پاییز 1400
  •   کد پذیرش : 12332
  •   موضوع : مدیریت دولتی
  • نویسنده/گان : | حمید تابلی، اعظم راجی زاده
  •   زبان : فارسی
  •   نوع مقاله : پژوهشی
  •   چکیده مقاله به فارسی : مقدمه: این تحقیق با هدف بررسی رابطه بین مهارتهای مقابله ای کارکنان بانک سپه شهر کرمان با رضایت مشتریان آن و با ترکیبی از دو زمینه مدیریت و روانشناسی انجام شد. مهارتهای مقابله ای در این تحقیق بر گرفته از تئوری مهارتهای مقابله ای لازاروس و فولکمن و شامل دو بعد مساله مدار و هیجان مدارمی باشد.
    روش: پرسشنامه مرتبط با آن در بین کارکنان 29 شعبه بانک سپه شهر کرمان و پرسشنامه رضایت مشتریان سروکوال در بین 384 نفر مشتریان شعب توزیع و سپس داده ها با کمک نرم افزار spss20 و آزمون پیرسون مورد تجزیه و تحلیل قرار گرفتند.
    یافته ها: یافته ها بیانگر این بود که هیچگونه رابطه ای بین مهارتهای مقابله ای و ابعاد با رضایت مشتریان وجود ندارد. نتیجه گیری: نتایج نیز حاکی از آن بود که افراد شرکت کننده در این آزمون قادر نبودند مواقع تنش زا را به خوبی مدیریت نمایند.
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  •   کلمات کلیدی به فارسی : مهارت های مقابله ای، مهارتهای هیجان مدار، مهارت های مساله مدار، رضایت مشتریان.
  •   چکیده مقاله به انگلیسی : Introduction: This study has been done to research about the connection between coping skills of employees of the Sepah bank of a Kerman and the satisfaction of its customers by applying the combination of management and psychology. Coping skills applied in the study are driven from coping skills theory of Lazarus and Folkman. This study includes two sides: problem- center and excitability- center.
    Method: The Sepah bank of Kerman employees in 29 branches of this bank were asked to complete the Lazarus and Folkman questionnaires; and customer’s satisfaction was examined by the questionnaires services quality scale which were scattered among 384 people of different branches of this bank. And then our data were analyzed by applying Spss20 Software and Pearson test.
    Results: Our data show that there’s no connection between coping skills and customer’s satisfaction.
    Conclusion: Our findings indicate that respondents weren’t able to manage the stressful situations.
  •   کلمات کلیدی به انگلیسی : coping skills excite centre skills problem centre skills customer’s satisfaction
  •  صفحات : 58-64
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