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Analyzing the Relationship between Personnel's Education and Psychological Competence on Quality of Service: The Mediation Role of Organization Commitment in Ministry of the Interior

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  • Omid Ahmadi
  • Abdolali Keshtegar
  • Mohammad Ghasemi

Abstract

The goal of the present paper is to analyze the effect of personnel's education and psychological competence onquality of service. The mediation role of organizational competence in Ministry of the Interior is ofdescriptive-correlational method. To do that, the standard questionnaire psychological competence by Spriters(1995), personnel education and quality of service by Deher (2015) and organizational commitment by Alen andMier (1990) were used. The statistical population of the research includes all personnel of Ministry of theInterior which are 1600 subjects. Based on Cochran's formula, 3100 subjects were selected randomly. In order toanalyze data the Pearson's correlation test and structural equation of data analysis were used by SPSS and AMOSsoftware. The findings of the research indicate that personnel's education has a positive effect on organizationalcompetence and quality of service (with Alpha level of 0.05). Moreover, the psychological competence ispositively affect the quality of service (with Alpha level of 0.05) and organizational commitment affect thequality of service. Finally, it was revealed that the personnel training through organizational commitment affectthe quality of service. But, psychological competence does not affect the quality of service throughorganizational commitment. Moreover, psychological competence does not affect the organizational commitment.The significance levelof the model turned out to be more than the first type error (0.05). This shows that thesignificant adaption of the estimated model with the present research model. Furthermore, the AGFI and GFIindicators are more than the estimated value (0.9). These indicators show that the model has a capability inestimating the ratio of each factor.

Suggested Citation

  • Omid Ahmadi & Abdolali Keshtegar & Mohammad Ghasemi, 2016. "Analyzing the Relationship between Personnel's Education and Psychological Competence on Quality of Service: The Mediation Role of Organization Commitment in Ministry of the Interior," Modern Applied Science, Canadian Center of Science and Education, vol. 10(3), pages 117-117, March.
    • Handle: RePEc:ibn:masjnl:v:10:y:2016:i:3:p:117
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    References listed on IDEAS

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    1. Bove, Liliana L. & Pervan, Simon J. & Beatty, Sharon E. & Shiu, Edward, 2009. "Service worker role in encouraging customer organizational citizenship behaviors," Journal of Business Research, Elsevier, vol. 62(7), pages 698-705, July.
    2. Yoon, Mahn Hee & Suh, Jaebeom, 2003. "Organizational citizenship behaviors and service quality as external effectiveness of contact employees," Journal of Business Research, Elsevier, vol. 56(8), pages 597-611, August.
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    1. Godbersen, Hendrik & Wenzel, Daniel, 2022. "Optimising commercial cleaning services based on customer expectations and their fulfilment: An empirical analysis with the means-end theory of complex cognitive structures," KCMS Schriftenreihe, FOM Hochschule für Oekonomie & Management, KCMS KompetenzCentrum für Marketing & Sales Management, volume 8, number 8 edited by FOM Hochschule für Oekonomie & Management, KCMS KompetenzCentrum für Marketing & Sales Management.

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    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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