TY  - JOUR
T1  - The Relationship between Communication Skills and Customer
Satisfaction Through the Mediating Role of Cultural
Intelligence in Employees of Eghtesadnovin’s Bank
AU - Hosseini, Mirza Hassan AU - Allahyari, Meysam 
JO  - International Business Management
VL  - 10
IS  - 30
SP  - 6745
EP  - 6750
PY  - 2016
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2016.6745.6750
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2016.6745.6750
KW  - Communication skills
KW  -customer satisfaction
KW  -cultural intelligence
KW  -Eghtesadnovin banks employees
KW  -significant
AB  - 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.
ER  -