An Investigation of the Effects of Organizational Citizenship Behavior on Customer Satisfaction in the Ministry of Education, Tehran ۵th District

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 ۵ of Tehran, for example, ۱۴۰ is considered, in part due to the limited staff of ۱۱۰ 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.

کلیدواژه ها:

Customer Satisfaction ، Customer service ، organizational citizenship behavior