EVALUATE THE EFFECT MANAGEMENT COMPETENCY ON CUSTOMER PERFORMANCE (CASE STUDY: AGRICULTURAL BANK MANAGERS IN ARDABIL PROVINCE)

Abstract

The purpose of this study is to evaluate the effect of manager's competency on customers' performance (Case Study is: Ardabil Keshavarzi Bank managers). The present study is applied from its goal point of view and methodologically is descriptive and correlational. The study population in this study consisted of 152 managers of Ardebil Keshavarzi Bank of which 109 were selected as the sample size and the purpose statistical community was 15000 of bank customers. Of these, 305 were selected based on Cochran formula. In the first stage, the used sampling method was stratified rationing (sampling method according to the number of branch managers and customers) then each class is used randomly. Two questionnaires were used to collect data and both the questionnaire is designed as arranged Likert spectrum. SPSS 20 software was used for statistical analysis. The research results showed that communicational skills, decision-making, encouragement, innovation and change, business communications, and professional leadership have a direct impact on performance of the Keshavarzi Bank customers