Study of the relationship between job satisfaction and service quality: A Case study in Tejarat Bank in Amol, Iran

Abstract

Nowadays, only organizations meet the appropriate status in the competitive area that their main activity is directed to meet the needs of their customers and satisfy them at lowest price and best quality. In fact, successful and effective presence in local and world competitive markets with optimal use of facilities and appropriate utilization of new sources to produce and provide appropriate services with appropriate quality based on the customer satisfaction is an inevitable requirement. The main purpose of the research is to study the relationship between job satisfaction and banking service quality at branches of Tejarat bank in Amol. In this study, two standard questions meaning Lin's job satisfaction and Serqual's service quality have been used to collect information. The sample consists of 110 people employees and customers of these branches. In this study, based on Krejcie & Morgan's table, 86 workers and 384 customers of Tejarat Bank in Amol are chosen as samples. The results of the study indicated a positive and meaningful relationship between job satisfaction and service quality at branches of Tejarat bank in Amol. Results have shown the meaningful relationship between job satisfaction of workers and all aspects of service quality at branches under study.