An investigation on the effect of organizational citizenship behavior on perceptions of service quality

Ghorbani, R.; Ghaempanah, B.

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Management Science Letters

ISSN 1923-9343 (Online) - ISSN 1923-9335 (Print) Quarterly Publication Volume 4 Issue 5 pp. 937-940 , 2014

An investigation on the effect of organizational citizenship behavior on perceptions of service quality Pages 937-940 Download PDF

Authors: R. Ghorbani, B Ghaempanah

DOI: 10.5267/j.msl.2014.3.020

Keywords: Altruism, Citizenship Behavior, Generosity, Loyalty, Qualities, Social Customs, The Staff’s Perceived Service

Abstract: This paper studies the effect of organizational citizenship behavior on perceptions of service quality in city of Tehran, Iran in 2013. The study considers the behavior of citizens in terms of five perspectives including altruism, generosity, loyalty, social customs and courtesy. The study selects 229 regular employees of this municipality organization and applies a questionnaire designed in Likert scale. The results of Pearson correlation test as well as stepwise regression technique indicate that there were positive and meaningful relationships between organizational citizenship behavior including Altruism, (B = 0.445, Sig. =0.043), Social Customs, (B = 0.395, Sig. = 0.000), Generosity (B = 0.299, Sig. = 0.000), Loyalty (B = 0.193, Sig. =0.000) and Courtesy (B = 1.221, Sig. =0.000) and perceptions of service quality.

How to cite this paper

 Ghorbani, R & Ghaempanah, B. (2014). An investigation on the effect of organizational citizenship behavior on perceptions of service quality.Management Science Letters , 4(5), 937-940.

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