SURVEYING THE RELATIONSHIP BETWEEN THE EMPLOYEES’ ORGANIZATIONAL CITIZENSHIP BEHAVIOR WITH CUSTOMER SATISFACTION

Abstract

The aim of current research is surveying the relationship between the employees’ organizational citizenship behavior (independent variable) with customer satisfaction (dependent variable) to provide an appropriate strategy for promotion of organizational citizenship behavior as well as help to serviceoriented organizations regarding customers’ satisfaction and achieving the organization’s goals. In this study, Agricultural Bank of Ilam province is considered as a statistical society that is selected via Cochran
sampling formula in two levels including first level with 177 employees and second level with 383 credit customers. Research method is correlation and questionnaire is used for gathering data independently and separately and their Cronbach’s alpha coefficient is obtained as 0.904 and 0.924, respectively. Finally, a set of data is analyzing by using two software of SPSS and EQS 6.1 with structural equation modeling (SEM). Pearson r test or hypothesis statistic is used for hypothesis test according to t test and the following results are gained. Employees’ citizenship behavior has significant positive effect on customer satisfaction directly and indirectly (through perceived quality of services).