Document Type : Original Article
Authors
1
PhD student in Public Administration - Organizational Behavior, Faculty of Economics and Management, Lorestan University, Khorram Abad, Lorestan, Iran jalali.mo@fc.lu.ac.ir
2
Associate Professor, Department of Management, Faculty of Economics and Management, Lorestan University, Khorram Abad, Lorestan, Iran vahdati.h@lu.ac.ir (corresponding author)
3
Associate Professor, Department of Management, Faculty of Economics and Management, Lorestan University, Khorram Abad, Lorestan, Iran hakak.m@lu.ac.ir
4
Full Professor, Department of Management, Faculty of Economics and Management, Lorestan University, Khorram Abad, Lorestan, Iran sepahvand.re@lu.ac.ir
10.22034/cbsj.2026.139302.2562
Abstract
In recent years, inflation and economic pressure have caused an increase in the number of needy and vulnerable clients to support organizations, and therefore gaining satisfaction and the quality of communication with them has gained strategic importance. So that clients' dissatisfaction may have destructive personal and social consequences, in this regard, the present research was conducted with the aim of determining the effects of transformational leadership on the quality of customer relationship with the mediating role of employee motivation. The research is descriptive in terms of purpose, application, implementation method, and survey branch. The statistical population is the employees and clients of the Imam Khomeini Relief Committee (RA) of Kurdistan Province. The sampling method is stratified random and using Cochran's formula, 213 employees and 385 customers were selected. A standard questionnaire was used to collect data. Reliability by factor loadings, composite reliability and Cronbach's alpha were checked and confirmed with PLS software. Cronbach's alpha for the main constructs of transformational leadership, employee motivation and quality of relationships with customers were 0.891, 0.853 and 879, respectively. and AVE value for convergent validity was calculated as 0.808, 0.812 and 0.860 respectively, divergent validity was confirmed by Fornell and Larcker matrix. The results of data analysis with PLS software showed that transformational leadership directly explains 45.3% of the changes in the quality of relationships with customers and indirectly through the mediating variable of employee motivation by 16%. Variable changes in the quality of relationships with customers have an effect.
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