The Effect of Aggregated Impacts of Productivity Variables in Customer-contact Employees on Customers Perceived Service Quality (Case: Private Banks in Khuzestan Province)

In this investigation, some of the variables effective on the productivity of customer-contact employees affecting customer perception of perceived service quality as well as the relations among the responses have been tested in the form of a conceptual model. In other words, the role of three major personal characteristics of employees ( self-efficacy, adaptability and job satisfaction), as a bridge between the employee's job characteristics (role conflict and role ambiguity) and customer perceived service quality have been investigated.In order to collect data through using census, the relevant questionnaires were distributed among the members of the first statistical population ( the employeesof private banks in Khuzestan Province totaling 94 people). In this way, 94 customer questionnaires were specialized to the banks by stratified sampling ; then, the bank questionnaires were distributed among their customers by random sampling .The results of the structural equations analysis indicated that with due attention to obtained goodness of fit index, the supposed model has been welldesigned. With due attention to the coefficients obtained from the model test, the 12 suggested hypotheses can be accepted or rejected. As predicted, employee's self-efficacy and job satisfaction have a positive structural effect on customer perceived service quality. Employee's self-efficacy positively affects employee's adaptability with the customer. Contrary to all expectations, the results indicated that employee's adaptability negatively influences customer perceived service quality. And as predicted, it was proved that the employee’s role conflict and role ambiguity have a negative structural effect on employee's adaptability and self-efficacy. Also, employee's role conflict positively affects employee’s role ambiguity. Finally, the results indicated that employee’s role ambiguity has a limited positive effect on employee's job satisfaction. It is worthy of mention that because the relevant coefficients were too small, it is difficult to make a comment on employee's role conflict and self efficacy effects on job satisfaction.