The Link between Organizational Intelligence and Customer Satisfaction Rates: A Case of Parsian Bank
Atefeh Jahanfar, Dr. Mehdi Shariatmadari

The present study aims to the relation between employees’ organizational intelligence and customer satisfaction in Parsian bank. The research methodology of the study according to the data collection, is descriptive- correlation. The target population includes 120 of employees of Parsian Bank working in Southeast Region. Based on the Morgan and Krejce sample size table, 92 of employees were chosen as the sample of the study by using simple random sampling. For collecting data two Lickert scale researcher made questionnaire were used. Content validity and reliability of the instruments were established by conducting pilot test of the questionnaire with 3o of the participants. The questionnaires were tested for reliability using the Cronbach Alpha method. The tool was shown to be of reliable consistency with a = .793 for customer satisfaction and a = .962 for Organizational Intelligence. Data collected through the questionnaires were tabulated and SPSS was used to code and analyze the collected data, producing descriptive and inferential statistics. The results of the study indicate that there is a significant correlation between employees organizational Intelligence and customer satisfaction. The highest correlation was observed between Alignment and Congruence and customer satisfaction.

Full Text: PDF     DOI: 10.15640/jehd.v4n1a26