STRATEGIC THINKING AND SERVICES QUALITY AT MELLAT BANK

Abstract

This study has done to examining the relationship between managers’ tendency to strategic thinking and quality of the services. The population was employees of Mellat Bank Branches in Ardabil Province. We have selected respondents according to sampling method. To gathering of data, we used questionnaire. The reliability of this questionnaire has been measured to be a Cronbach's Alpha 0.93 for strategic thinking and 0.91 for services quality. And to show the Test distribution we used One-Sample Kolmogorov-Smirnov Test. Findings show that Test distribution is not Normal. Descriptive statistics i.e. frequencies, valid percent, the means, and standard deviations were used to describe data. Pearson Correlation test was also applied to determine whether or not relationships between Managers’ Tendency to Strategic Thinking as independent variables and the quality of the services as dependent variable. Findings show that there is significantly positive relationship between Strategic Thinking factors (Organizational factors, Intuitive factors, Individual factors and systemic factors) and services quality at Mellat Bank Branches in Ardabil Province.