The relation between organizational learning culture and customer satisfaction: The mediating role of job satisfaction
Subject Areas :
مهدی
حقیقی کفاش
1
زهره
دهدشتی شاهرخ
2
حسن
غریبی
3
(Allameh Tabataba’I University)
Keywords: organizational learning culture customer satisfaction job satisfaction ,
Abstract :
The purpose of this research is an experimental study in servicing sector (Parsian bank) for investigating the relation between organizational learning culture and job satisfaction and their relation with customer satisfaction which is used from Pantuakiz and Borenta (2013) model. In this model the relation between organizational learning culture and customer satisfaction with considering job satisfaction mediating role is investigated. For research investigation a sample size containing 234 people, working in Parsian bank branches in Tehran is taken in cluster random of sampling type. Collecting data of standard questionnaire with 21 questions which its validity and reliability is confirmed is done by distributing it among statistical population. Analyzing of data is done by descriptive statistics and statistical inference. In descriptive statistics section indexes including frequency index and percentage of frequency index and in statistical inference section, indexes including correlation methods and structural equation model are used respectively for path analysis. In this regard SPSS and LISREL software are used. The results of analysis shows the relation among organizational learning culture and customer satisfaction and job satisfaction. Generally, Parsian bank ability directly or indirectly to satisfy its customers is linked through its employees' effective and continuous effort and their job satisfaction. (p<0.05)