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

Document Type : Original Article

Authors

1 Associate Prof, Department of Management and Economics, University of Sistan and Baluchestan, Zahedan, Iran.

2 PhD in Management, University of Sistan and Baluchistan

10.22080/shrm.2022.3824

Abstract

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.

Keywords

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Journal of Sustainable Human Resource Management
Volume 4, Issue 6
July 2022
Pages 115-99

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