Multiple and Simple Regression Analysis, Working Life quality and
s aqarT velos mecn ierebaTa erovnu li ak ad em iis moam be, t. 9, #1, 2015 BULL ET IN OF THE GEORGIAN NATIONAL ACADEM Y OF SCIENCE S, vols. 9, no. 1, 2015 Management Multiple and Simple Regression Analysis, Working Life quality and Customer Relation with managerial Staff across different branches of Tehran National Bank during 2015 Morad Kordi*,Mohammad Hasanpour** * Assistant Professor, Management and Economic Faculty.Payam NoorUniversity,Tehran,Iran **Department of Management.Payam Noor University,Karaj,Iran ABSTRACT. This study aimed to analyze the quality of work life simple and multiple staff and customer relationship management in a branch of the National Bank of Khorasan. The purpose of this research is applied in accordance with the method of data collection is descriptive. To collect the data, a questionnaire was used. The research population consisted of all government employees of government agencies in the province of Khorasan Razavi. The sample size was calculated using Cochran formula is equivalent to 243 people. SPSS software for data analysis and inferential statistics were used. Regression analysis was used for inferential statistical analysis. The results showed that, personnel from all other components of quality of work life of living space and were directly correlated with customer relationship management this means that the employees' quality of life is better, customer Relationship Management at National Bank branches to the positive trend of the Razavi Khorasan Province. The most important variables affecting customer relationship management pay fair wages and benefits, the rule, work life and social dependence.© 2015 Bull. Georg. Natl.Acad. Sci. Key words: quality of life, customer satisfaction, staff, organization INTRODUCTION The success of any organization depends on the allocation and use of appropriate tools, equipment, money, raw materials, human resources organization, its programs would be possible if it could skills, abilities and characteristics of individual and his staff for the purposes of the exercise. It is said to be regular members of the organization to achieve its goals (Sayed Javadiyan, 1386).The human resources within organizations of various sizes have been considered. Education and promotion of abilities and skills, quality of work life, maintaining motivation, work ethics, client relationship management, job satisfaction, promote and reward practices and matches it has become the major issues and current (Yavari et al., 1388).Today, modern management concept of quality of working life in the world has become a major social issue. While the past decade, lives only for personal (non-business) was emphasized. Proponents of the theory of quality of work life for a new system to help staff so that they can balance between work life and personal life calls (Akedr, 2006) quality of working life, the working environment is a complex variable what is the assessment of job leads (Louis et al., 2001). On the other hand, to achieve high-quality professional life requires systematic efforts by organizations which give employees more opportunities to influence the effectiveness of the organizations on their work and collaboration. Quality of working life, represent a form of organization or management practices that employees feel ownership based on self-responsibility and self-esteem are (Tajiki) in the organization of working life, high quality, meaningful work and self-regulation, with a system makeup done and to require the use of complex © 2015 Bull. Georg. Natl. Acad. Sci. 412 M.Kordi skills. Walton defines quality of work life (1973) as a means of meeting the needs of the members of an organization working In the their individual importance in the organization through their experiences (quoting Kharazian, ... Walton (1973) identified eight key variables for the purpose of improving the quality of working life that interact with one another consideration, that these factors include payment of fair and adequate, safe and healthy working conditions, the development of human capabilities, social coalition In the business organizations, the possibility of a permanent security , social involvement, work life, overall living space and legalism In the the organization of work (Walton, 1973) Hand,, client relationship management refers to all processes of the organization to identify, select, motivate, develop, maintain inventory of the customer to be working (Heydari et al., 1391).Client relationship management strategy to learn more about customers' needs and behaviors associated with their use. Good relationships with customers are keys to organizational processes. Part of the strategy of an organization to identify customers, keep them happy is to become a repeat customer. So understand the factors related to client relationship management is critical for improving the quality of working life, including any associated client that support the growth and development organization the value of customer relationship management to the quality of working life as the most important variable in the study of strategic management is concerned, that meet the needs of customers to improve long-term efficiency teach (Chakravorthy 2006) Kesanof, (2000) customer relationship management as a strategy to optimize the revenue and profitability and customer satisfaction by organizing according to various categories of clients, promote behavior of customers and suppliers hunky-dory and communication processes defined and states that the investment in customer relationship management, leads to a better understanding, more accessible, more effective interaction with customers through various channels (the lawyer's colleagues) this study aims to measure customer relationship management model Abbasi (1390) will be usedthat has three dimensions: Attracting, retaining and developing client relationships, infrastructure, customer orientation. Today, the changes that have occurred in society has led to changes in customer requirements and are willing to serve their clients in a personal and direct communication to take place. Since the increase in the quality of working life of employees in how to deal directly with customers is important, expected to increase the quality of working life in order to improve customer relationship management at National Bank branches in Khorasan Razavi due to the fact that such research has been conducted on the organization and the branches of the National Bank of Khorasan Razavi province needs to improve customer relationship management are realized that the human component of force is necessary to deal with the investigation and presentation of results and recommendations, managers in order to improve the quality of working life and thus help to improve customer relationship management. The main questions are: Does the quality of work life and relationship management customer relationship there is a significant branch of the National Bank of Khorasan. RESEARCH MODEL Richard Walton’s Quality of Working Life Pattern Richard Walton quality of work life in a paper presented at the conference, one of the best descriptions of the ideal offered a quality of working life. Walton to provide a framework for analyzing the quality of working life is divided into eight factors. Eight factors Walton model is as follows: (Chi Ross et al., 2001) Fair and adequate payment Order, equal pay for equal work and the proportion of employees with social norms and standards and compatibility with other types of work. Bonuses were paid to employees at work should be above the minimum standard of living. Safe and healthy working environment In order to create safe working conditions of the physical and logical set working hours. In addition to the effects of pollution in the environment can adversely affect the physical and mental status of employees in the workplace will have a decrease. Provide opportunities for growth and continuous security Provide means to improve individual skills, opportunities for advancement and opportunities for skills acquisition and securing of income and employment is. Employees should not work under conditions of stability and income in future periods. Legalism in the organization of work To provide employees the freedom of speech without fear of reprisal by the higher authority and the rule of law applicable to human domination. Therefore certain procedures that govern the rights of employees are at work. Work life and social involvement Bull. Georg. Natl. Acad. Sci., vols. 9, no. 1, 2015 Multiple and Simple Regression Analysis, Working Life quality and Customer Relation with managerial Staff 413 How perception (perception) employees about social responsibility organization. The component efforts to increase employee understanding of the purposes and goals of the organization and the importance of partnerships in achieving its goals is also included. General living space This component is to establish a balance between work life and the lives of other employees, including leisure, education and family life, it is relevant. It is due to non-work activities that people are out of work involved the effect on the private lives of employees and business activities are also included. Studies show that family roles reflect the needs, opportunities and constraints that affect the person opposite reaction; expectations as always in these two domains (work and family) were not consistent and thus creating a conflict. This conflict, job dissatisfaction, exhaustion, desertion, mental distress and depression lead (ibid.). Solidarity and social cohesion in the organization of work Creating a business climate where employees feel they belong and that they are required to strengthen the organization. In this context, anything that can potentially lead to the identification of the groups to which they belong shall be removed from the scene. This includes the removal of the retained interests in the Principality and encourages the formation of teams and social groups. Development of human capabilities Refers to the provision of opportunities such as the independence and self-control at work, to benefit from the various skills, access to information in accordance with and planning work for staff. In this regard, jobs must be designed to meet the needs of the production capabilities and needs of the need to work in a fun, meaningful and challenging play. RESEARCH HYPOTHESES The main hypothesis of this study consisted of an 8 sub hypotheses as follows: The main hypothesis The quality of work life of employees and customer relationship management National Bank branches in Khorasan Razavi province, there was a significant relationship. Secondary hypotheses Between fair pay and customer relationship management National Bank branches in Khorasan Razavi, there is a relationship. Between the legalism in customer relationship management and organization of the National Bank of Khorasan Razavi, there is a relationship. Between the provision of opportunities for staff development and customer relationship management National Bank branches in Khorasan Razavi, there is a relationship. Between personal development for staff and customer relationship management capabilities National Bank branches in Khorasan Razavi, there is a relationship. Between safe and healthy working environment and customer relationship management National Bank branches in Khorasan Razavi, there is a relationship. Between working life and social dependence customer relationship management National Bank branches in Khorasan Razavi, there is a relationship. Between integration and social cohesion and customer relationship management National Bank branches in Khorasan Razavi, there is a relationship. Between general living space, staff and customer relationship management National Bank branches in Khorasan Razavi, there is a relationship. RESEARCH METHODOLOGY The purpose of this research is applied in accordance with the method of data collection is descriptive. For this reason it is useful to improve the performance of the proposed National Bank branches in Khorasan Razavi and because it is descriptive of the current status of quality of work life and customer relationship management is considered. To gather the necessary information from the two questionnaires, one consisting of 41 items that measure the quality of work life of eight components model used Walton, and a questionnaire containing 28 questions in which to measure the three (later attract, retain, develop relationships with customers, infrastructure and customer orientation) is used. To confirm the validity of the masters in management and reliability, Cronbach's alpha was used to scale the value of 76/0 and 82/0 for the second questionnaire. A survey of staff Bull. Georg. Natl. Acad. Sci., vols. 9, no. 1, 2015 414 M.Kordi and branches of the National Bank of the Razavi Khorasan province in 1393 using Cochran formula sample size was 243. FINDINGS After reviewing the data from the questionnaire survey findings are discussed. First hypothesis: the amount paid and the fair there is a customer relationship management. Table 1: The linear relationship between the fairness of payment and customer relationship management Dependent Dependent Variable Variable Independent Variable 0/33 Intensity 0/000 343 Significant Abundance fairness of payment Pearson's test results indicate that variable pay fair wages and benefits to employees with customer relationship management Khorasan governmental organizations (33/0 = r) are related to each other and the correlation between the two variables, a direct (positive) and the level of significance was calculated as (001/0 = sig) than alpha R (05/0 = a) which indicates the significance of the relationship between two variables, so the above hypothesis is confirmed. Second hypothesis: the rule of law on the organization and customer relationship management there is a national bank. Table 2: The linear relationship between the rule of law in the organization and customer relationship management Dependent Dependent Variable Variable Independent Variable 0/40 Intensity rule of law in the organization 0/000 Significant 343 Abundance Pearson's test results indicate that the variables in the rule of law and government organizations Khorasan customer relationship management (41/0 = r) are related to each other and the correlation between the two variables, a direct (positive) and the level of significance was calculated as (001/0 = sig) than alpha R (05/0 = a) which indicates the significance of the relationship between two variables, thus above hypothesis is confirmed. The third hypothesis: the ongoing security of supply and growth opportunities for staff and customer relationship management there is a national bank. Table 3: provides a linear relationship between growth opportunities and continuing security for staff and customer relationship management Dependent Dependent Variable Variable Independent Variable 0/30 Intensity 0/000 343 Significant Abundance growth opportunities and continuing security for staff Pearson's test results indicate that variables provide opportunities for staff development and continuing security with customer relationship management Khorasan governmental organizations (31/0 = r) are related to each other and the correlation between the two variables, a direct (positive) and the significance level was calculated Bull. Georg. Natl. Acad. Sci., vols. 9, no. 1, 2015 415 Multiple and Simple Regression Analysis, Working Life quality and Customer Relation with managerial Staff as (001/0 = sig) than alpha R (05/0 = a) which indicates the significance of the relationship between two variables, thus above hypothesis is confirmed. The fourth hypothesis: the safe and healthy working environment and customer relationship management personnel there are a national bank. Table 4: of the linear relationship between safe and healthy work environment, employee and customer relationship management Dependent Dependent Variable Variable Independent Variable 0/32 Intensity safe and healthy work environment of employee 0/000 Significant 343 Abundance Pearson's test results indicate that safe and healthy working environment variables with customer relationship management staff of government agencies Khorasan (29/0 = r) are related to each other and the correlation between the two variables, a direct (positive) and the significance level was calculated as (001/0 = sig) than alpha R (05/0 = a) which indicates the significance of the relationship between two variables, thus above hypothesis is confirmed. Fifth hypothesis: the social dependence of work life of employees and customer relationship management there is a national bank. Table 5: linear relationship between work life and social involvement, staff and customer relationship management Dependent Dependent Variable Variable Independent Variable 0/30 Intensity work life and social involvement of staff 0/000 Significant 343 Abundance Pearson's test results indicate that social ties between government agencies working with customer relationship management Khorasan (30/0 = r) are related to each other and the correlation between the two variables, a direct (positive) and calculated the level of significance (001/0 = sig) than alpha R (05/0 = a) which indicates the significance of the relationship between two variables, thus above hypothesis is confirmed. Sixth hypothesis: the degree of integration and social cohesion and national banks there is a Customer Relationship Management? Table 6: linear relationship between social cohesion and integration of customer relationship management Dependent Dependent Variable Variable Independent Variable 0/02 Intensity Degree of integration and social cohesion 0/000 Significant 343 Abundance Pearson's test results indicate that variable of integration and social cohesion with customer relationship management Khorasan governmental organizations (19/0 = r) are related to each other and the correlation between the two variables, a direct (positive) and a significance level calculated as (001 / 0 = sig) than alpha R (05/0 = a) which indicates the significance of the relationship between two variables, thus above hypothesis is confirmed. Bull. Georg. Natl. Acad. Sci., vols. 9, no. 1, 2015 416 M.Kordi Seventh hypothesis: the degree of integration and social cohesion and national banks there is a customer relationship management. Table 7: of the linear relationship between social cohesion and integration, and customer relationship management Dependent Dependent Variable Variable Independent Variable 0/02 Intensity fairness of payment 0/04 Significant 343 Abundance Pearson's test results indicate that variable of integration and social cohesion with customer relationship management Khorasan governmental organizations (33/0 = r) are related to each other and the correlation between the two variables, a direct (positive) and a significance level calculated as (04/0 = sig) than alpha R (05/0 = a) which indicates the significance of the relationship between two variables, thus above hypothesis is confirmed. Eighth hypothesis: the total living space. There is a national bank and customer relationship management. Table 8: linear relationship between the general living space and Customer Relationship management Dependent Dependent Variable Variable Independent Variable -0/00 Intensity general living space 0/40 Significant 343 Abundance Pearson's test results indicate that variables of living space with customer relationship management governmental organizations Khorasan (05 / 0- = r) show no significant correlation was calculated as (05 / 0- = sig) above the alpha R (05/0 = a) is indicating that there is no relationship between two variables, thus above hypothesis is rejected. CONCLUSION The aim of this study was to determine the relationship between qualities of work life of employees of the National Bank branches in Khorasan Razavi province. As the results showed, view all aspects of quality of work life of employees, but the overall atmosphere of a significant relationship with the customer relationship management and direct this means that the employees' quality of life is better, customer relationship management at National Bank branches to the positive trend of the Razavi Khorasan Province. The most important variables affecting customer relationship management, fair pay and benefits law, the rules, work life and social dependence. Variable on the dependent variable in this study is more effective than the other variables, the rule of the organization; Legalism in the organization refers to the provision of the freedom of speech, fear of higher officials’ responses and the rule of law applicable to human domination. Variable pay is fair and adequate means equal pay for equal work and the balance of payments by social norms and values of employees and their compatibility with other types of work. This is important because if the system is able to convince the staff that is well within the organization on the basis of equality and the external is competitive, those with higher affinity to the work and from the perspective of maintaining good employee. Also, what can be said about the social dependence refers to the notion of social responsibility in the organization's employees. When employees have the organization emotional or psychological dependence, determine the identity the organization, affairs the organization participate in decisions that affect their formation join and enjoy tithe quality of working life and its relationship with the customer relationship management of the important issues is vital in today's organizations.CRM has the capability to provide the services needed for constant and continuous Bull. Georg. Natl. Acad. Sci., vols. 9, no. 1, 2015 Multiple and Simple Regression Analysis, Working Life quality and Customer Relation with managerial Staff 417 communication and decision making, high quality and low cost to provide the beneficiaries. Given that the results showed that the first sub-hypothesis the payment of fair and adequate there is a customer relationship management offered the following suggestions: national Bank branches personnel managers to the issue of fair and adequate Khorasan great importance given with timely payment of wages to increase the quality of life of the individual criteria to be employees due to further stimulate employees' salary equity theory and customer relationship management will increase. With regard to the Second sub-hypothesis results showed between safe and healthy working conditions and customer relationship management There is a proposal offered the following: employee directors of the National Bank of Khorasan Razavi province must act in a manner designed to do one's job fair and appropriate to the design, provide safe and healthy environment for your employees to enhance their empowerment and customer relationship management. Given that the results showed that the third sub-hypothesis the development of human capabilities with customer relationship management there is a proposal offered the following: jobs at National Bank branches Khorasan are designed to allow the use of a wide range of different skills and provide employee may make a decision and independence in their own operations, easy access to information for the employee is fit to work, opportunities for improvement in order to meet the needs of any person. Since the results of the fourth sub-hypothesis suggest that the social integration the organization customer relationship management there is nothing to suggest the following will be provided: It is necessary at National Bank branches Khorasan team work space so provided search National Bank branches are designed Khorasan that individuals have the freedom to express ideas and feelings, also provide practical intellectual participation the quality of working life and increase customer relationship management. Since the results indicated that the fifth sub-hypothesis the possibility of security and customer relationship management there is a constant growth following suggestions are offered: managers of National Bank branches in Khorasan Razavi province should enhance the lives of employees’ increase their performance, capacity and potential growth areas provide and to create opportunities for the detection of the skills learned and ensuring the security and assurance of a stable job was important to realize that this will raise the with customers relationship management. Since the results indicated that the sixth sub-hypothesis between work life and social dependency relationship management with customers - There are following suggestions are offered: Recommended in National Bank branches Khorasan designed and implemented for the person who needs the esteem in staff satisfaction and induce the organization competitive advantage (quality, etc.), increase self-esteem, consequently, increase its customer relationship management. Since the results of the seventh sub-hypothesis showed a significant relationship between the General lives of the customer relationship management - has offered the following suggestions: It is recommended that the National Job Bank employee will be designed so that the Razavi Khorasan Province the performance of the duties and responsibilities of family and social roles, he is not. Also at the same time continuing to provide work for the employee his will boost staff morale and increase the customers’ relationship management. Given that the results showed that there are eight sub-hypothesis between legalism in connection with the management with customers, the following suggestions are offered: recommended that National Bank branches lay in Khorasan Razavi province of discrimination among its employees to refrain and criteria for safe operation. Bull. Georg. Natl. Acad. Sci., vols. 9, no. 1, 2015 418 M.Kordi REFERENCE 1. Tajiki, Asadollah. (1386) Relationship between quality of working life and function of public school principals city Tehran, MA thesis, Tehran AllamehTabatabai University, Faculty of Education and Psychology. 2. Jazani, Nasrin. (1386). Human Resource Management, Fifth Edition, Tehran: Nashr. 3. Haidari, Bahmani, Elahi, Shaban, Damandany, Solmaz (1391). Customer Relationship Management, Publisher: business publishing. 4. Kharazian, Zohreh. (1385). the relationship between quality of work life and performance of girls' high female executives Tehran. MA thesis. Tehran: Tehran University. Faculty of Psychology and Educational Sciences. 5. SeyedJavadiyan, Reza (1381). Quality of working life, entrepreneurial organizations Walton model (reported), Tehran authors. 6. Saifi, Houshang (1385). Investigate the relationship between quality of work life and organizational commitment academic hospitals in Sanandaj, Thesis (MA), Iran University of Medical Sciences and Health Services, School of Medicine and information. 7. Abbasi, Moslem. (1391). Quality of Work Life Survey relationship management customer relationship governmental organization Kurdistan province) Case Study: Government agencies in Marivan (MA thesis, University of Sanandaj). 8. Vakilifard, Hamid reza, Maranjoori, Mahdi and Ali Khani, Reza. (1387). Understanding Customer Relationship Management, Journal of Accounting. 9. Yavari, Joseph et al. (1388). Compare the quality of working life and its subscales among faculty Schools. State University of Physical Education and group training, motor sport science journal, year, Volume 9, Number 1. 10. Akdere, Mesut.(2001 ). Improving Quality Work- Life Implications for Human Resources, Business Rivew, Vol.3 . 11. Burton J. Cohen, Susan C. Kinnevy, Melissa E. Dichter.(2009 ). The quality of work life of child protective investigators: A comparison of two work environments, Children and Youth Services Review,vol23 . 12. CheRose.R, Beh.L.S, Uli.J and Idris.KH.(2001 ). An Analysis of Quality of Work Life (QWL)and Career-related Variables, American Journal of Applied Sciences,vol 1 ,No32 . 13. Chacravorti,Samit .(2001 ). Customer Relationship Management: A Content Analysis of Issues and best Practices, PhD, Miami, Florida. 14. Jyhjong.(2032 ). Enhancing customer relationships by semantic consumer support systems, Information Processing Letters,vol 332 . 15. Lewis D, Brazil K, Krueger P, Lohfeld L, Tjam E.( 2003 ). Extrinsic and intrinsic determinants of quality of work life. International Journal of Health Care Quality Assurance. Vol34,No1. 16. Rusen Keles(2032 ), The Quality of Life and the Environment, Procedia - Social and Behavioral Sciences,vol 11 .-Royuela, vicente .Lopez-Tomayo, jordi and Surinach, jordi.(2009 ). The Institutional vs. the Academic Definition of the Quality of work life. What is the focus of the European Commission?,Research Institute of Applied Economics. 17. Sarina Muhamad Noor & Mohamad Adli Abdullah(2032 ), Quality Work Life among Factory Workers in Malaysia, Procedia - Social and Behavioral Sciences,vol 11 . 18. Walton, R.E. (3391). Quality of worklife: what is it? , Sloan management review, Fall. 19. Winnie K.L. Yam, David K.H. Ma, Sharon W.W. Cherk. (2001 ). Factor structure and construct validity of the Chinese Health-Related Quality of Life Measure for Youth with Epilepsy, Epilepsy and Behavior,vol 3 Bull. Georg. Natl. Acad. Sci., vols. 9, no. 1, 2015
© Copyright 2024