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  3. Investigating the relationship between employees' awareness of the organization's goals and their efficiency in interactions with customers in the branches of Melli Bank in Rasht city

Investigating the relationship between employees' awareness of the organization's goals and their efficiency in interactions with customers in the branches of Melli Bank in Rasht city

Number of pages: 119 File Format: word File Code: 31159
Year: 2013 University Degree: Master's degree Category: Management
Tags/Keywords: Agent with customers - Employee awareness - Management - Management model - Manpower - organization - Organization performance - Organizational goals - social institution
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  • Summary of Investigating the relationship between employees' awareness of the organization's goals and their efficiency in interactions with customers in the branches of Melli Bank in Rasht city

    Dissertation for Master's Degree

    International Orientation

    Chapter One:

    Research Generalities

    1) Introduction:

    The reason for the existence of any organization is to achieve a specific and specific goal. There is no organization that is without a goal, such a thing is not possible. In terms of time, it is divided into three categories: short-term, medium-term and long-term. Achieving goals requires the correct use of manpower, equipment, resources and facilities. The most important pillar of an organization in achieving its goals is human power. It is the human power of organizations that can promote the progress of organizations with proper performance, and also, on the contrary, with poor performance, cause organizations to decline and even put the organization on the verge of destruction. make optimal and efficient use of this pillar so that it can achieve its goal. One way to increase the efficiency and effectiveness of employees is to make them aware of the goals of the organization in which they work. This way means informing employees of the goals of the organization is one of the few ways that the organization can significantly increase efficiency at a lower cost than other solutions. In this regard, the present research has been carried out on the topic of investigating the employees' awareness of the organization's goals on their efficiency in Rasht National Bank branches.

    1-2) Statement of the problem:

    The problem and the problem that made me carry out this research was the low efficiency rate and the performance of the employees. It exists for its purposes. that these problems are not always due to the lack of resources and facilities, but today one of the major obstacles for the organization to achieve its goals is the fact that the employees are not aware of the organization's activities, tasks, and goals.

    The different and unconvincing statements of the employees and people of an organization about the goal of their work unit and the description of the activities of their organization is a convincing reason for the existence of major problems in this field. Necessary activities and trainings must be carried out by the organization and management to clarify the operations and activities of the organization and its goals to justify the employees.

    The organization is a social institution that has a goal and a system that, due to having a conscious structure, performs specific activities and has known boundaries. To achieve the goals of any organization, the human force of that organization plays an important role. (Maghdas?1372?18_1)

    The job goals for the employees of the institution should be determined and clarified and should be in line with the organization's goals and objectives. Managers should set precise and specific goals for themselves and their employees. Precise and specific goals lead to the highest performance.(Rezaian?1372?288). It is their efficiency. The organization's employees are in the direction of achieving that goal. The manager's duty is to clarify and clarify the goals and activities of the organization for the employees. And also it is to push the personal goals of the employees towards the organizational goals, so that by creating a common goal, it can increase the motivation to perform activities to achieve the goal. The awareness of the organization's employees about the goals of the organization increases their efficiency and productivity, and ultimately leads to high efficiency of the relevant organization. Although goal setting is not the only factor in motivating employees, it is considered an important factor. Undoubtedly, the importance of goal setting as a motivational technique is not limited to commercial affairs, but this method is also useful and effective in government organizations.(Kuntz?1370?231)

    A reasonable coordination organization is a number of people who work continuously through dividing tasks and establishing regular and logical relationships to achieve a common goal or purpose. (Baharistan?1383?11).

    In order for employees to be productive and efficient in order to achieve the goals of the organization, we must determine the effective factors in its implementation:

    Commitment and belief of management

    Impact of success in continuing work

    Importance of training and internship

    Using the services of consultants and experts

    Participating the efforts of employees in affairs and creating the necessary motivation in them. (Morris?1368?181)

    As we know, human power is the most important capital of any organization. Undoubtedly, human resources are the most important factor in achieving development in all ages and centuries and have always been mentioned as the engine of development. In today's era, when mankind has achieved extraordinary progress in the field of science and technology, despite the role of technology in the realization of economic and industrial development, not only the importance of human resources has not decreased, but attention to the issue of human resources as the creator and user of technology has become increasingly necessary. The correct use of human power as the most valuable and greatest wealth of any society has always been the focus of governments, in other words, it can be said that man is both the goal of development and its agent, and the realization of development goals depends to a significant extent on the way this wealth and vital resource is managed. (Rezaian ?1370?15) Also, in the period and years of employment, which usually lasts from early youth to early old age, human resources spend the most important phase of their life. (Taslimi?1371?66_60)

    So as a result, with employees' awareness of the organization's goals, not only the efficiency of the employees increases, but it also increases the efficiency and effectiveness of the entire organization. One of the essentials of this research is to measure the efficiency of the employees by informing them about the organization's activities and goals. 1-4) Research Objectives 1-4-1) Main Objectives The objective of this research is to help the bank to use the capabilities of its employees more optimally and more favorably in order to achieve the institution's goals. By providing the necessary training in the field of clarifying the goals and activities of the organization for the employees, they can benefit from their maximum efficiency in the field of reaching the goals of the organization. and tries to examine and describe the problems that institutions face in this field.

    1-4-2) Sub-goals

    Relationship between employee rewards and efficiency.

    Relationship between creating training classes about organization goals and efficiency.

    Relationship between employee awareness of organization goals and efficiency.

    Relationship between employees and personnel participation in determining organization goals and efficiency.

    Relationship between employee education level and efficiency.

    Figure 1-1) Conceptual research model

    (Images are available in the main file)

    1-6) Research questions:

    Is there a relationship between the amount of employee rewards and their efficiency? Is there?

    Is there a relationship between employees' awareness of the organization's goals and employee efficiency?

    Is there a relationship between the cooperation and participation of employees and personnel in determining the organization's goals and employee performance?

    Is there a relationship between the level of education of employees and their efficiency?

    1-7) Research hypotheses:

    1. There is a relationship between the amount of employee compensation and their efficiency.

    2. There is a relationship between the training classes about the goals of the organization and their efficiency.

    3. There is a relationship between the employees' awareness of the organization's goals and their efficiency.

    4. There is a relationship between employees' participation in determining the organization's goals and their efficiency.

    5. There is a relationship between the level of education of employees and their efficiency. 1-8) Conceptual and operational definition of variables: The variables related to this research are participation, reward, awareness, training class, education and efficiency.

  • Contents & References of Investigating the relationship between employees' awareness of the organization's goals and their efficiency in interactions with customers in the branches of Melli Bank in Rasht city

    List:

    Chapter One: General Research

    1-1) Introduction. 2

    1-2) statement of the problem. 2

    1-3) The importance and necessity of research. 4

    1-4) research objectives. 6

    1-4-1) Main objectives. 6

    1-4) Sub-goals. 6

    1-5) theoretical framework. 7

    1-5) Research questions

    1-6) Research hypotheses 7

    1-8) Conceptual and operational definition of variables 8

    1-8-1) Independent variables. 8

    1_8_2) dependent variable. 9

    1-8) research domain 9

    1-8-1) time domain. 9

    1-8-2) spatial territory. 10

    1-8-3) Subject area. 10

    Chapter Two: Literature and Research Background

    Part One: Theoretical Foundations

    2-1) Organization. 13

    2-1-1) Definitions provided by the organization. 13

    Table of contents

    Title.. page

    2-1-2) Types of organizations: 14

    2-1-3) Organization form 71

    2-1-4) Common factors of organizations 17

    2-1-5) Common characteristics of organizations 18

    2-1-6) Life cycle stages Organization 19

    2-1-7) Goal 21

    2-1-7-1) Definitions of the goal 21

    2-1-7-2) Types of division of goals 22

    2-1-7-3) Factors influencing the implementation of the organization's goals 24

    2-1-7-4) Factors enhancing employees' awareness of the organization's goals. 25

    2-1-7-5) Factors that weaken employees' awareness of the organization's goals. 25

    2-1-7-6) management based on goals 26

    2-1-7-7) selecting talented people to do their work and training them 29

    2-1-7-8) characteristics of goals: 29

    2-1-7-9) goal setting theory: 29

    2-1-7-10) increasing motivation through Effective goal setting 30

    2-1-8) Hierarchy of personal and organizational goals 31

    2-1-9) The impact of the participation system in achieving the goals of the institution. 32

    2-1-10) Objectives of employee participation 33

    2-1-11) Benefits of employee participation 34

    2-1-12) Efficiency: 35

    Table of contents

    Title.. page

    2-1-12-1) Definitions provided for efficiency 36

    2-1-12-2) Factors effective in increasing the efficiency of employees 37

    2-1-12-3) Theoretical foundations of efficiency measurement. 38

    2-1-12-4) Efficiency measurement by data envelopment analysis method. 38

    2-2) Second part: Introduction to National Bank Institute 40

    2-2-2) History of the beginning Work of National Bank of Iran 41

    2-2-2) Bank telephone 42

    2-2-3) Decentralized telephone bank 44

    2-2-4) The first self-receipt device in Gilan province: 44

    2-2-5) Fully automatic branch of National Bank of Iran 45

    2-2-6) 24/7 ATM bases

    2-2-7) Objectives of the banking system 47

    Part three: Background of the research 48

    Chapter three: Research implementation method

    3-1) Introduction. 54

    3-2) Research implementation process. 54

    3-3) research method. 54

    3-4) Society and statistical sample. 55

    3_5) Information collection methods and tools. 57

    3-5-1) validity of the questionnaire. 58

    3_5_2) Questionnaire reliability. 58

    3_6) Information analysis method: 59

     

    Table of contents

    Title.. page

    Chapter four: Data and information analysis

    4-1) Introduction. 62

    4-2) Description of research variables. 62

    4-2-1) Gender 63

     4-2-2) Education. 64

    4-2-3) Age 65

    4-2-4) Number of personnel 66

    4-2-5) Field of study. 67

    4-2-6) organizational post. 68

    4-2-7) Service history. 69

    4-2-8) type of employment 70

    4-2-9) marital status. 71

    4-2-10) Relationship between field and job 72

    4-2-11) Awareness 73

    4-2-12) Participation 74

    4-2-13) Training class 75

    4-2-14) Reward 76

    4-2-15) Efficiency 77

    4 3) Test of research hypotheses 78

    4-3-1) Test of the first hypothesis 79

    4-3-2) Test of the second hypothesis. 80

    4-3-3) Test of the third hypothesis 81

    4-3-4) Test of the fourth hypothesis. 82

    4-3-5) test of the fifth hypothesis 83

    Chapter five: conclusions and suggestions

    5-1) Introduction. 85

    5-2) Conclusion of the research. 85

    5-3) Results of descriptive statistics. 86

    5-4) Inferential statistics results 87

    5_5) Research proposals 88

    5_6) Future research proposals 89

    5_7) Research limitations 89

    Resources and references86

    5-4) Inferential statistics results 87

    5_5) Research proposals 88

    5_6) Future research proposals 89

    5_7) Research limitations 89

    Resources and references 90

    Appendices 96

    Source:

    Persian sources:

    El Daft?Richard?Organization Theory and Design?Translated by Ali Parsaian and Seyed Mahdi Arabi?Rasam Publications?6th edition?1388?pp.19?297?78.

    Ebrahimi, Hojatullah.(1379). Investigating the effect of management style on the efficiency of employees of Tarbiat Modares University, Azad Vari, Mina. (2008). Examining the level of efficiency of Mashhad women's police station staff, female police, 4th year, 13th issue, pp. 28-6.

    Isfahani, Fariborz Ali. (1372). Methods of improving efficiency in the staff of the Islamic Republic of Iran Broadcasting Organization, master's thesis in public administration, University of Tehran, Faculty of Administrative Sciences, Business Administration.

    Aqhtdari, Ali Mohammad, Organization Management: System and Organizational Behavior, Molvi Publications, 21st edition, 1368, pp.105, 264-278.

    Amin Shayan Jahormi?Shapour?Theories of Organization and Management?Kosha Mehr Publishing Shiraz, 1382. 95. Irannejad Parisi Mehdi, Principles and Foundations of Management in the Contemporary World, Managers Publications, 1385, p. 378. Sepehri, Bahar Publication, 1369, p. 35. Baharestan, Jalil, Comparative Study of Islamic Management and Common Management, Special Letter of Management, 1383, p. 11. First ? 1379? pp. 54-55.

    Tazzieh Chi, Farnaz. (1375). A comparative study of the relationship between the job satisfaction of Allameh Tabatabai University employees and their level of efficiency", master's thesis in the field of educational management, Allameha Tabatabai University, Azad Specialized Training Center.

    Taslimi, Mohammad Saeed, an approach to management for results, Management Knowledge Magazine, 1371, Tehran University Press, number 19, pp. 66-60. Azad Eslami?pp.66-67.

    Chavoshian?Hassan?Tarahi social researches?Ni publication?fourth edition?1390?38.

    Hazad?Manocheher and Abdini Rad?Amir?Principles of management and organizational behavior?Management science publications?1st edition?1375?455

    Divandari?Ali?liberalism of management?Danesh management magazine?University publications Tehran, No. 16, pp. 6468, David Fred R. Strategic Management, translated by Dr. Ali Parsaian and Dr. Mohammad Arabi, twenty-second edition, 2011, pp. 37-38. Robbins, Stephen, Organizational Behavior Intermediate, translated by Qasim Kabiri, Islamic Azad University Press, Tehran, 1373, p. 62.

    Rezaian, Ali, Principles of Management, Semat Publications, second edition, 1370, p. 15.

    Rezaian, Ali, efficiency and effectiveness of the most important responsibility of managers, management knowledge magazine, number 14, p. 1.

    Rezaian, Ali, Organizational Behavior Management, Publications of Faculty of Administrative Sciences and Business Management, Tehran, 1372, p.288

    Ramazani, Nasser, (1375). Examining the relationship between employees' awareness of the institution's goals and their efficiency in the branches of Melli Bank, Rasht Islamic Azad University, Faculty of Humanities.

    Sadati?Syed Akbar?productivity culture?Education of Science Publications?1377?p.64.

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    Asgari, Mohammad Hadi,(1374) Investigating the relationship between employees' awareness of the organization's goals and their efficiency in the construction jihad of Gilan province, Islamic Azad University, Rasht, Faculty of Humanities. Faizi, Tahireh, Fundamentals of Organization and Management, Pajhwok Andisheh Publications, 12th edition, 1387, pp. 2-3. Ghasemi, Behrouz, Organizational Behavior Management, print Second, 2018, pp. 281, 282, 394. Kazmeir, Leonard, Principles of Management, translated by Asghar Zamardian and Armen Mehrvan, Publications of the Center for Government Management Education, third edition, 2018, p. 61.

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Investigating the relationship between employees' awareness of the organization's goals and their efficiency in interactions with customers in the branches of Melli Bank in Rasht city
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