Evaluating the Relation Between Organizational Learning Culture and Customer Satisfaction Using Job Satisfaction’s Mediating Variable in Insurance Industry

Abstract

The number of carried out activities in the academic field with the subject of organizational learning culture, customer satisfaction and job satisfaction has not been limited in Iran but in the meantime, distinction between different types of organizational learning has been neglected while on the other hand, addressing the issues of customer satisfaction and job satisfaction in the organizations such as insurances are considered as a necessity. Thus, this research tries to review the effect of organizational learning culture on customer satisfaction using job satisfaction's mediating variable. Therefore, given the importance of this research, first we tried to identify, count and classify learning organizations and organizational learning and then determine the different types of learning and factors in this field and in the next step, customer and customer relationship management and their impact on customer satisfaction and job satisfaction were evaluated. The results of the research showed that there is a separate positive relation between each of organizational learning culture, customer satisfaction and job satisfaction variables.Keywords: customer satisfaction, organizational learning culture, job satisfaction, the insurance industry. SİGORTA SEKTÖRÜNDE İŞ MEMNUNIYETİNİN ARACILIK DEĞİŞKENİ KULLANARAK ÖRGÜTSEL ÖĞRENME KÜLTÜRÜ VE MÜŞTERİ MEMNUNİYETİ ARASINDAKİ İLİŞKİYİ DEĞERLENDİRMEK ÖZSoyut örgütsel öğrenme kültürü, müşteri memnuniyeti ve iş tatmini konusu ile akademik alanda yürütülen faaliyetlerin sayısı örgütsel öğrenme farklı türleri arasında ayrım ihmal edilmiş, İran'da ama bu arada sınırlı değil, diğer yandan da, Bu tür sigortalar gibi kuruluşlarda müşteri memnuniyeti ve iş tatmini konularını ele alan bir zorunluluk olarak kabul edilir. Bu nedenle, bu araştırma değişkeni aracılık iş tatminini kullanarak müşteri memnuniyetine örgütsel öğrenme kültürü etkisini gözden çalışır. Bu nedenle, bu araştırmanın önemi göz önüne alındığında, ilk önce, tespit saymak ve öğrenen örgütler ve örgütsel öğrenmeyi sınıflandırmak ve daha sonra bu alanda ve bir sonraki adım, müşteri ve müşteri ilişkileri yönetimi ve etkileri farklı öğrenme türleri ve faktörleri belirlenmeye çalışılmıştır müşteri memnuniyeti ve iş tatmini üzerinde değerlendirilmiştir. Araştırma sonuçları örgütsel öğrenme kültürü, müşteri memnuniyeti ve iş doyumu değişkenlerinin her biri arasında ayrı bir pozitif bir ilişki olduğunu göstermiştir.Anahtar Kelimeler: müşteri memnuniyeti, örgütsel öğrenme kültürü, iş doyumu, sigorta sektörü.

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