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DUYGUSAL BAĞLILIK, ÖRGÜTSEL DESTEK, ÜST YÖNETİM DESTEĞİ VE PERSONEL GÜÇLENDİRMENİN HİZMET KALİTESİ ÜZERİNDEKİ ETKİSİ : KIRGIZİSTAN’DA BANKA GÖRENLER ÜZERİNDE BİR UYGULAMA

THE INFLUENCE OF AFFECTIVE COMMITMENT, ORGANIZATIONAL SUPPORT, UPPER MANAGEMENT SUPPORT AND EMPOWERMENT ON SERVICE QUALITY: A STUDY OF BANK EMPLOYEES IN KYRGYZSTAN

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Abstract (2. Language): 
This paper tests the relationships organizational support, upper management support, affective commitment and employee empowerment has with service quality of employees. Hypotheses are constructed by reviewing literature in the areas of human resource management and services quality. In orders to test two hypotheses, regression models were established. In the first model, independent variables are affective commitment, organizational support and top management support, the dependent variable is the service quality. In the second model, independent variables are three sub-dimensions of empowerment as control, responsiveness and discretion, the depend-ent variable is the service quality. A study comprising 174 employees was conducted in Kyrgyzstan ’s banks. The findings in this research suggest that organizational support, upper management support, empowerment and affective commitment of employees have a direct and positive impact on the service quality delivered. The interesting finding in this research suggests that there is a negative and significant relationship among discretion dimension of empowerment and service quality.
Abstract (Original Language): 
Bu çalışma örgütsel destek, üst yönetim desteği, duygusal bağlılık ve personel güçlendirmenin mü teri ile ileti im içerisinde olan i görenlerin verdikleri hizmetin kalitesi ile olan ili kisini ara tırmaktadır. Hipotezler insan kaynakları yönetimi ve hizmet kalitesi alanındaki literatür göz önüne alınarak yapılandırılmıştır. Hipotezleri test edebilmek amacı ile iki adet regresyon modeli kurulmu tur. Birinci modelde bağımsız de i kenler, duygusal ba lılık, örgütsel destek ve üst yönetim deste i, ba ımlı de i ken ise hizmet kalitesidir. kinci modelde ise ba ımsız de i kenler, güçlendirmenin üç alt boyutu olan kontrol, cevap verebilirlik ve serbestliktir. Ara tırma Kırgızistan .da bankalarda çalışan 174 kişi üzerinde yapılmı tır. Elde edilen sonuçlar göstermektedir ki, örgütsel destek, üst yönetim deste i, duygusal ba lılık ve personel güçlendirme hizmet kalitesi ile do rusal ve pozitif yönlü ili ki içerisindedirler. Ara tırmada elde edilen ilginç bir sonuç ise hizmet kalitesi ile güçlendirmenin serbestlik boyutu arasında anlamlı ve negatif yönlü bir ili kinin bulunmasıdır.
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