بررسی نقش واسطه گری مهارت‌های انسانی و ادراکی در تاثیر دقت اطلاعات و کیفیت اطلاعات بر عملکرد خدمات مشتری

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشیار دانشگاه زاهدان

2 دانش آموخته دکتری دانشگاه سیستان و بلوچستان

10.22080/shrm.2022.3824

چکیده

هدف این مطالعه این است که تبیین گردد و بدانیم آیا کیفیت و دقت اطلاعات، مهارت‌های انسانی و ادراکی را تحت تاثیر قرار می‌دهد و آیا این مهارت‌ها منجر به عملکرد ارائه خدمات بهتر به مشتریان می‌گردد؟ برای استخراج مدل مفهومی، نظریه‌ها و مدل‌های مرتبط با موضوعات و تحقیقات پیشین به طور گسترده مورد بررسی قرار گرفت. به همین منظور محقق در پژوهش حاضر از میان 300 نفر کارمندان شعب بانک تجارت استان فارس به عنوان جامعه آماری تعداد 118 نفر را به عنوان حجم نمونه تعیین، و پرسشنامه‌ها به صورت تصادفی ساده بین افراد جامعه توزیع کرده است. در این تحقیق از سه پرسشنامه سنجش مهارت‌های ادراکی انسانی و فنی، کیفیت ادراکی از خدمات بانکی و سیستم اطلاعات مدیریت استفاده گردید و نتایج تحقیق نشان داد که که بین دقت اطلاعات و کیفیت اطلاعات یک واحد و مهارت‌های انسانی و ادرکی رابطه مستقیم و معناداری وجود دارد و همچنین بین مهارت‌های انسانی و ادراکی و ارائه خدمات به مشتریان نیز رابطه مستقیم و معناداری وجود دارد. یعنی با افزایش دقت و کیفیت اطلاعات، مهارت‌های ادراکی و انسانی بهبود و با بهبود این دو مهارت عملکرد خدمات به مشتریان نیز افزایش می یابد.

کلیدواژه‌ها

عنوان مقاله [English]

Analyzing Mediation of human skills and perceptual skills in Effect on information accuracy and information quality on customer service performance

نویسندگان [English]

  • mohamad ghasemi 1
  • mahboobeh hosseini 2
1 Associate Prof, Department of Management and Economics, University of Sistan and Baluchestan, Zahedan, Iran.
2 PhD in Management, University of Sistan and Baluchistan
چکیده [English]

The purpose of this study is to explain and know whether the quality and accuracy of information affect human and perceptual skills and whether these skills lead to better customer service performance? To extract the conceptual model, theories and models related to former (previous) subjects and researches have widely studied. To this end, the researcher has chosen 118 people among staffs as the sample size and also distributed the questionnaire based on proportional classification sampling and then simple random (available) method. In this study, it has been used three questionnaires, the assessment of perceptual human and technical skills, perceptual quality of bank services and management information system. The results showed that there is a direct and significant relationship between information accuracy and quality of a unit and human and perceptual skills, and also there is a significant relationship between human and perceptual skills and customers’ services provision. It means that by increasing the information accuracy and quality and perceptual and human skills, the customer services provision is also increased.

کلیدواژه‌ها [English]

  • human skills
  • perceptual skills
  • information accuracy
  • information quality
  • and customers services performance

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مدیریت منابع انسانی پایدار
دوره 4، شماره 6
تیر 1401
صفحه 115-99

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