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

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ID: 202661
2014
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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, (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.
Reference Key
ghorbani2014managementan Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors ;R. Ghorbani;B Ghaempanah
Journal Journal of ethnobiology and ethnomedicine
Year 2014
DOI
10.5267/j.msl.2014.3.020
URL
http://www.growingscience.com/msl/Vol4/msl_2014_95.pdf
Keywords
altruism loyalty citizenship behavior

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