The Effect of Leadership Styles on Employees Commitment to Services Quality in Bank Melli Branches of Isfahan

Abstract

On one hand, considering the leadership styles of the managers and on the other hand, correct understanding of the effective variables on employees’ commitment to service quality are valuable factors to achieve the organizational goals and achieving satisfaction and loyalty of the customers. The present study evaluated the effect of leadership styles of management on employees’ commitment to service quality in Bank Melli branches of Isfahan province. The directive, participative and delegative leadership styles were selected and its effect on various variables of employees (job motivation, shared customer-oriented values and employees’ commitment to service quality) was assessed. The present study was descriptive-survey in terms of nature and method. The study population was all the managers and employees of Bank Melli branches in Isfahan and 137 branches were selected as sample. The results showed that although there is a direct and significant relation between participative and delegative styles with employees’ commitment, only participative leadership directly and indirectly affected the employees’ commitment to service quality. Among the variables of the employees, job motivation and shared customer-oriented values both had direct and significant relation with employees’ commitment to service quality.

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