International Business Management
ISSN: OnlineISSN: Print 1993-5250
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The Relationship between Communication Skills and Customer Satisfaction Through the Mediating Role of Cultural Intelligence in Employees of Eghtesadnovin’s Bank
Mirza Hassan Hosseini and Meysam Allahyari
Page: 6745-6750 | Received 21 Sep 2022, Published online: 21 Sep 2022
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Abstract
The goal of this study is investigating the relationship between customer orientation and communication skills through the mediating role of cultural intelligence in employees of Eghtesadnovin’s bank. The statistical population of this research is the employees of eghtesadnovin’s bank in Khorasanrazavi which are 115 persons. The statistical sample is equal to statistical population but the number of returned questionnaire were 105. Data gathering tools were 3 questionnaires on communication skills (bordbar) customer orientation (Erfani hey) and cultural intelligence (Erly and Oung). Predictors and indicator variables were investigated by stepwise and simultaneous regression,the mediating role of cultural intelligence investigated by path analysis and based on results it can be argued that the mediating role of cultural intelligence is significant although communication skill variable has a direct impact on costumer orientation but it can acquire a higher impact through mediating role of cultural intelligence.
How to cite this article:
Mirza Hassan Hosseini and Meysam Allahyari. The Relationship between Communication Skills and Customer
Satisfaction Through the Mediating Role of Cultural
Intelligence in Employees of Eghtesadnovin’s Bank.
DOI: https://doi.org/10.36478/ibm.2016.6745.6750
URL: https://www.makhillpublications.co/view-article/1993-5250/ibm.2016.6745.6750