Investigating the relationship between managerial commitment and improving the quality of services and organizational results in the Central Bank of the Islamic Republic of Iran

Manpower is the most important asset of organizations and companies. One of the most important attitudes that tries to improve the quality of human resources and adjust the values of individuals is organizational commitment. Organizational commitment is the determination of the identity of a particular person or organization and the extent of its involvement, participation and cooperation with the organization of its interest. In the last two decades, several studies have been conducted in two classification groups. The first group tries to understand the nature of commitment and the second group examines the factors related to commitment. In this research, we design a model to examine the relationship between managerial commitment to service quality and its results in the Central Bank of the Islamic Republic of Iran in ۲۰۱۹ and ۲۰۲۰. Then there is a test of hypotheses and research results. The results showed that there is a significant positive relationship between managerial commitment for service quality as an independent variable and effective employee involvement and job satisfaction as a dependent variable and also between effective involvement of employees with their job satisfaction and customer awareness of service performance. Also, there is no significant relationship between managerial commitment to service quality and customer awareness of service delivery.

کلیدواژه ها:

Managerial commitment ، job satisfaction ، effective engagement ، service quality ، service implementation ، Central Bank of the Islamic Republic of Iran