Abstract
<p>The current study aimed to test and validate a proposed model of the impact of the administrative leadership on customer satisfaction. This model included an external factor which is the administrative leadership, and an internal factor which is the customer satisfaction. The study also aimed to determine the role of human resource training as a mediating factor between the administrative leadership and customer satisfaction. For achieving these research objectives, the study used a quantitative approach to analyzing the data through the use of the structural equation modeling (SEM-AMOS) to test the validity of the proposed research model. The study achieved several results, the most important of which was that the administrative leadership had a positive impact on customer satisfaction. The study also provided evidence of the positive impact of the administrative leadership on customer satisfaction through its positive impact on the training of human resources, which was used as a mediating factor.</p>
Highlights
In terms of successful management is the one that has a sincere desire of work to reach and maintain the success, change the prevailing traditional organizational culture and its development under the surrounding progress
8.2 Administrative Leadership & Human Resource Training The second hypothesis indicates that there is a direct impact of the administrative leadership on human resources training, and given to the default theoretical model Figure 8 and outputs Amos program Table 8, the hypothesis was a statistical significant given that the statistical value of (T) (10.340) was higher than the stake (1.964), and the value of the significance level (.000) is significant statistically less than stake (.05), in addition to the value of the path coefficient or standard estimates equal to (.81) and has a positive direction which emphasizes the increased attention to administrative leadership leads to higher human resource training, the effect size was (.65), that means (65%) of human resources training due to the administrative leadership
The results of statistical analysis using the SEM-AMOS for the proposed research hypotheses indicate that all the factors of the study have positive relations and significant impact on customer satisfaction
Summary
In terms of successful management is the one that has a sincere desire of work to reach and maintain the success, change the prevailing traditional organizational culture and its development under the surrounding progress. Whereas the banking system is considered as one of the pillars underpinning the economic system of the State, so its development is considered as an important developmentally requirement; given the actual intense competition and the marketing of banking services; which leaded many Libyan banks to pursue and adopt the idea and the concept of quality management, but in most of these banks are still suffering from distortions, failure and weakness in the used technology efficient as banking systems limited efficiency, as well as the lack of a communications network linking banks and branches which affects the efficiency of banking operations performance, in addition to continuously deficiencies in the training of human resources (Ben Gadara, 2013) which contribute in the development of the personnel capacities, skills and attitudes (Ben Ishi, 2012); there is a weakness in the material and moral incentives, which leads to the inability to attract and maintain efficient elements, as well as the lack of customer satisfaction with the quality of service provided by these banks due to their dissatisfaction with the physical aspects quality of the service as well as the quality of dealing (Mosbah, 2007) For developing this sector eliminating the failure and distortions, a strong administrative leadership with high management ability (Al-Hkimi, 2012), having sincere desire to change the followed traditional behavior shall be exist, because any action or change for the better is to discover and www.ccsenet.org/ijbm. Does the human resources training play a mediator role in positive relation and impact of the administrative leadership on customer satisfaction?
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