STUDY OF FACTORS ASSOCIATED WITH EMPLOYEES’RESISTANCE TO CHANGE AND ITS RELATION WITH CUSTOMER RESPONSIVENESS AND OUTCOME PERFORMANCE IN PRIVATE BANKS OF RASHT

Abstract

This study examined factors associated with employees’ resistance to change and its relation with customer responsiveness and outcome performance in private banks of Rasht. It is a descriptive-analytical type of survey and applied research. Statistical population is composed of all employees of private banks in Rasht and 191 employees have been selected by stratified random sampling. To collect required data, a questionnaire was used. The validity of questionnaire has been confirmed by professors and experts in this field and the reliability of questionnaire has been confirmed by using Cronbach’s Alpha coefficients. Analyzing the collected data and evaluation of research hypotheses was performed by using a structural equation modeling analysis by Lisrel and Spss software. Findings indicated that there is a significant, positive and direct relation between self-efficacy and employees’ resistance to change in the studied population. Furthermore, there is a significant, positive and direct relation between job autonomy and customer responsiveness. The results also showed that employees’ resistance to change has a meaningful, negative and reverse relation with customer responsiveness and outcome performance.