An Investigation of the Effects of Organizational Citizenship Behavior on Customer Satisfaction in the Ministry of Education, Tehran 5th District
Journal Title: International Journal of Advanced Studies in Humanities and Social Science - Year 2017, Vol 6, Issue 0
Abstract
Since the prospective companies in today's fiercely competitive space, no choice but to employ strategies that will lead to maximum absorption customers and sell products and services, today, customer satisfaction has become one of the main concerns of managers of enterprises and therefore subject to many factors involved, one of the topics of organizational citizenship behavior in organizations. Therefore, the main objective of this study was to investigate the effect of motion is characteristic of organizational citizenship behavior on customer satisfaction. In this study, the Kano model to measure satisfaction and citizenship behavior in the Oregon model was used. According to the statistical community Unlimited existing between the client and the Ministry of Education District 5 of Tehran, for example, 140 is considered, in part due to the limited staff of 110 people of the volume of all their employees through the study placed. Data collection for this study is based on two standard questionnaires used background research that has been reviewed and approved the validity and reliability. Due to the abnormal distribution of data, research, analysis, data, Spearman correlation test was used. Examine the hypothesis implies that all components of organizational citizenship behavior on customer satisfaction has an impact, therefore, based on the findings the following recommendations are proposed: Inform employees about organizational citizenship behavior, a sense of appreciation for the staff to handle customer complaints, customer awareness, increase knowledge of the technical and ethical employees, as part of the working group dealing with clients.
Authors and Affiliations
Manouchehr Jofreh, Seyed Sadegh Kazemi
Keywords
Related Articles
- EP ID EP638122
- DOI -
- Views 83
- Downloads 0
The Relationship between Intellectual Capital and Quality of Work life
Nowadays, development of intellectual capital is one of the key factors in improvement of business processes and organization’s success. The reason is that creating processes for acquiring value through knowledge is one...
Defining Elements and Causes of Creating a Sense of Attachment and Belonging to Place by Studying the Interaction between Humans and the Artificial Environment
Location is not only a shelter for human activities , but also it is a phenomenon that human gives it meaning with his interaction , attached to it , sometimes even he recognizes himself with it . If we look at it as a n...
Studying the relationship between the sizes of firms accepted in Stock Exchange and their operating performances emphasizing at industry agent: Evidence from Iran
The size of a company shows different perspectives of it in several studies. The present research is going to study the effect of the sizes of firms accepted in Tehran Stock Exchange on their operating performances. Our...
Choosing Technology by Using a Combined ANP and DEMATEL in Cellulose Industry (A Case Study: Tissue Paper Manufacturing Technologies)
Choosing a proper technology is one of the most important challenges in establishment and expanding of an industrial unit. In the cellulose industry, various technologies can be used and each of them includes advantages...
Feasibility of Human Resources for the Primary School Curriculum in a Semi-Centralized Design in Khuzestan
This study was done to investigate the possibility of semi-centralized design curriculum in the province of human resources. In this research, descriptive method was used. The study was conducted in the province center a...