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

Authors

  • Masoud Amoopour Rastekenari Department of Education Management, Islamic Azad University, Rasht Branch, Rasht, Iran
  • Seyed Mahmoud Shabgoo Monsef Department of Education Management, Islamic Azad University, Rasht Branch, Rasht, Iran
  • Kobra Majnoon M.A. Student of Business Management, Islamic Azad University, Rasht Branch, Rasht, Iran

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.

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Published

2013-05-31

Issue

Vol. 2 No. (5)

Section

Articles

How to Cite

STUDY OF FACTORS ASSOCIATED WITH EMPLOYEES’RESISTANCE TO CHANGE AND ITS RELATION WITH CUSTOMER RESPONSIVENESS AND OUTCOME PERFORMANCE IN PRIVATE BANKS OF RASHT . (2013). Singaporean Journal of Business Economics and Management, 2((5), 57-66. https://www.singaporeanjbem.com/index.php/SJBEM/article/view/174

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