مديريت عملكرد و رابطه آن با كيفيت خدمات در شعب بانك ملي شهر اصفهان

Performance Management and its Relationship with Service Quality at Isfahan Melli Bank

This study had been performed to analyzing relationship between performance management and service quality because of develop the banks service quality by means of improve specific sides of the performance management. The PMA method was used for analyzing the performance management at Isfahan Melli Bank and the SYSTRA-SQ scale was used for assessing the service quality at there. In order to relationship studying between performance management and service quality, all of the corresponding relations between them i.e. 60 hypotheses were analyzed by means of statistical methods and finally 7 hypotheses from 60 hypotheses were approved. Specially, the research results demonstrate that it is meaningful relationship between the organizational action orientation dimension and the total service quality at the bank. Therefore, utilization of this research is developing the bank service quality by means of concentrating on a few important and effective factors rather than considering multiple factors with low effect.