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

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, (β = 0.445, Sig. =0.043), Social Customs, (β = 0.395, Sig. = 0.000), Generosity (β = 0.299, Sig. = 0.000), Loyalty (β = 0.193, Sig. =0.000) and Courtesy (β = 1.221, Sig. =0.000) and perceptions of service quality.