Structural Equation Modeling of the Moderating Role of Destructive Organizational Behaviors in the Relationship between Business Relationships and the Quality of Banking Services at the Geographic Level of Kerman Pro

Salajeghe, Sanger; Sanjari, Amirreza; Fatehi, Navid

doi:10.22034/jgeoq.2025.512774.4255

Structural Equation Modeling of the Moderating Role of Destructive Organizational Behaviors in the Relationship between Business Relationships and the Quality of Banking Services at the Geographic Level of Kerman Pro

Authors

Sanger salajeghe ¹

amirreza Sanjari ²

Navid Fatehi ³

¹ Department of Public Administration, Kerman Branch, Islamic Azad University, Kerman, Iran

² Public administration, Kerman branch, Islamic azad university, Kerman, iran

³ Public administration,Kerman branch,Islamic azad university, Kerman, iran

10.22034/jgeoq.2025.512774.4255

Abstract

In the era of intense banking competition, relationship marketing and banking service quality are considered key success factors. However, organizational destructive behaviors can weaken this relationship. Therefore, the present study was conducted with the aim of finding structural equation modeling of the moderating role of organizational destructive behaviors in the relationship between relationship marketing and banking service quality. The research method was descriptive-correlational.The statistical population included all employees of public and private banks in Kerman province in 1402, from which 480 people were selected using stratified sampling. The data collection tool included three researcher-made questionnaires. Structural equation modeling and SPSS and AMOS software were used to analyze the data.The results of the study showed that the model of the moderating role of organizational destructive behaviors in the relationship between relationship marketing and banking service quality has an acceptable fit. According to the results of the study, there is a significant relationship between relationship marketing and banking service quality. Organizational destructive behaviors have a moderating role in the relationship between relationship marketing and banking service quality.Therefore, it can be concluded that to improve the quality of banking services, banks must strengthen organizational culture and reduce destructive organizational behaviors, thereby creating conditions for relationship marketing to be used more effectively in improving customer experience.

Keywords

Antecedents

consequences

extra-role behaviors

employees

executive branch