Investigating the Impact of Strategic Human Resource Management on Customer Service Quality with the Mediating Role of Customer Relationship Management (Study in Ardabil Social Security Organization)

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Article Type:
Case Study (بدون رتبه معتبر)
Abstract:

The aim of this study was to investigate the effect of strategic human resource management on the quality of customer service with the mediating role of customer relationship management in Ardabil Social Security Organization. This research is a correlational description in terms of practical purpose and in terms of data collection. The statistical population of the study consists of 800 social security employees of Ardabil city (medical records, treatment management, Sabalan hospital) that the sample size was selected based on Cochran's formula 257 people. Data collection was available using nonrandom sampling method. To collect information, standard questionnaires of strategic human resource management of Chang and Hong (2005), quality of customer service Andalibi (1396) and customer relationship management of Sin et al. (2005) were used. Structural equation modeling using Amos software has been used to analyze the research hypotheses. Findings show that the variable of customer relationship management has a mediating role in the impact of strategic human resource management on the quality of customer service.

Language:
Persian
Published:
Journal of Human Resources and capital Studies, Volume:2 Issue: 2, 2022
Pages:
145 to 164
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