Assessment of the Quality of Working Life Components Impact on Employee’s Performance : Case Study : Gilan Tax Affairs Administration

Abstract

Discovering the effective and related factors of customer relationship management, is very important because quality of work life programs, including any improvements in relationship with the customer that is support growth and excellence of organization. Therefore quality of work life value system and customer relationship management is considered as the most important variable in study of strategic management. This means that, meet customer needs lead to development and long-term performance. The main question of research is that quality of working life, to what extent can effect on relationship with customer in Guilan tax affairs department. Accordingly, a comprehensive overview of relevant literature, in form of library and field research in order to gather data from the documents tools and especially the questionnaire were used. In this study society and statistical sample respectively, are 700 and 248. Factor analysis test was used to investigate the individual’s views. Pearson correlation used and regression analysis to analyze relationships between research variables were used and research results showed the correlation between five variables of assessing customer and study expectations of the taxpayer department and the result shows, there is not a significant relationship between taxpayers expectations and their satisfaction from tax affairs department performance according to five variables of customer orientation measuring. There is a gap between customer expectations and their satisfaction from tax affairs department service. At the end of research addition to introducing detailed results and findings, mentioned cases are summarized, discuss and compared, and practical offers related to following similar studies in future are presented.