Regression
Hossein Abbasi Esfanjani
Abstract
This study aims to analyze how emotional labor affects the perception of service quality and customer satisfaction. The research is applied in terms of purpose descriptive and survey in terms of nature, and primary data were collected using a standard questionnaire. The statistical population ...
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This study aims to analyze how emotional labor affects the perception of service quality and customer satisfaction. The research is applied in terms of purpose descriptive and survey in terms of nature, and primary data were collected using a standard questionnaire. The statistical population includes 384 people referred to Jihad Agriculture in East Azarbaijan province and selected through convenience sampling. The data were analyzed with descriptive statistics and hypothesis testing, and fitting the conceptual model was done through the SEM and Lisrel software. Based on the results of statistical analysis and t-statistics, the direct effect of emotional labor on reference master satisfaction and service quality perception and the direct effect of reference master service quality perception on satisfaction were reported as 6.58, 9.12, and 7.47, respectively. Examining the effect of emotional labor on employer satisfaction, with a path coefficient of 0.52, showed that the emotional labor variable directly explains 52% of the changes in the satisfaction variable. The two path coefficients between emotional labor and perception of service quality are 0.69, and the perception of service quality with the employer's satisfaction is 0.74. It also showed that the emotional labor variable indirectly and through the mediating variable of perception of service quality has a 51% effect on the satisfaction variable. The direct and significant effect of emotional labor on the perception of service quality and customer satisfaction was confirmed in the main hypothesis. When the intensity of the indirect effect was examined and determined using the VAF statistic, the value of 49.6% indicated that almost half of the total effect of emotional labor on customer satisfaction was indirectly explained by the mediating variable of service quality perception.
Pathology
zeinab molavi
Abstract
The aim of this study is to analyse how emotional labor affects on the perception of service quality and customer satisfaction. The research is applied in terms of purpose, descriptive and survey in terms of nature and method, and primary information was collected using ...
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The aim of this study is to analyse how emotional labor affects on the perception of service quality and customer satisfaction. The research is applied in terms of purpose, descriptive and survey in terms of nature and method, and primary information was collected using a standard questionnaire. The statistical population includes 384 people who refer to Jihad Agriculture in East Azarbaijan province, who were selected by the available sampling method. The information of the respondents was done with the methods of descriptive statistics and hypothesis testing, as well as the fitting of the conceptual model with the SEM method and Lisrel software. Based on the results of statistical analyzes and t-statistic values; 6.58, 9.12 and 7.47, respectively, the direct effect of emotional labor on the customer satisfaction and perception of the quality of service, as well as the direct effect of the perception of the quality of service by the customer satisfaction were confirmed. Investigating the impact of emotional labor on the customer satisfaction, with a path coefficient of 0.52, showed that the variable of emotional labor directly explains 52% of the changes in the satisfaction variable. Two path coefficients between emotional labor and perception of service quality 0.69 and perception of service quality with customer satisfaction 0.74 also showed that the variable of emotional labor indirectly and through the mediating variable of perception of service quality has a 51% effect on the customer satisfaction. The direct and significant effect of emotional labor on the perception of service quality and customer satisfaction was confirmed in the main hypothesis. Investigating and determining the intensity of the indirect effect using the VAF statistic, the value of 49.6% showed that almost half of the total effect of emotional labor on customer satisfaction is indirectly explained by the mediating variable of service quality perception.
Saeed Jafarinia; Rasool Darvishon Nejad
Volume 2, Issue 2 , April 2014, , Pages 51-65
Abstract
This study, in an attempt to assess the impact of employee empowerment on customer loyalty with emphasis on the role of intermediary service quality and customer satisfaction in the banking industry. The aim of this research is descriptive and functional. The study population included all employees and ...
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This study, in an attempt to assess the impact of employee empowerment on customer loyalty with emphasis on the role of intermediary service quality and customer satisfaction in the banking industry. The aim of this research is descriptive and functional. The study population included all employees and 53 branches of Bank Melli Iran in the city of Ahvaz. To collect data and measure the variables used two questionnaires based on Likert scale. In order to analyze and assess the hypothesis that an approach based on technology, Partial Least Squares variance, Smart-PLS software was used.The results show that empowering employees through the mediation service quality has an impact on customer loyalty, but through the mediator does not affect customer satisfaction on customer loyalty.
