Behnaz Khayeri; Hossein Samavatian; Hamidtaher Neshatdost; Ali Safdarian
Volume 10, Issue 6 , December 2012, , Pages 848-861
Abstract
Introduction: An organization attains the missions and targets when it could satisfy its client. Considering this fact, the current research carried out to investigate the relationship among emotional intelligence, personality characteristics and demographic variables of the personnel of Isfahan Medical ...
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Introduction: An organization attains the missions and targets when it could satisfy its client. Considering this fact, the current research carried out to investigate the relationship among emotional intelligence, personality characteristics and demographic variables of the personnel of Isfahan Medical University with client satisfaction with moderating role of Perceived organizational justice. Methods: The method of the study is basically descriptive-correlation. The tool used to collect the data was included the NEO personality questionnaire, Servqual questionnaire, organizational justice questionnaire, emotional intelligence questionnaire, and demographic characteristics questionnaire. The validity of the questionnaires were confirmed by the professionals and the reliability of them were examined using Cronbach’s Alpha in which for the NEO personality questionnaire was found between 68 percent to 83 percent, for Servqual questionnaire, 88 percent, for organizational justice questionnaire, 91 percent and for the emotional intelligence questionnaire, 86 percent was obtained. The research was done in Isfahan Medical University in the year of 2012. The descriptive and inferential statistical analysis was done using SPSS. Results: The analysis of the data revealed that there was a significant relationship between clients' satisfaction with emotional intelligence, personality characteristics and perceived organizational justice (R=0/870, R2=0.757). Also, no significant correlation was found between demographic characteristics of the personnel with clients' satisfaction with moderating role of perceived organizational justice (Pvalue<0/05). Conclusion: According to the impact of perceived organizational justice on the relationship between emotional intelligence and personality of the personnel, with client satisfaction, focusing on ndividual issues is important to improving client satisfaction. In this regard emotional intelligence is a special place. Keywords: Emotional Intelligence; Satisfaction; Clients; Personnel; Organizational Justice
