The effect of organizational citizen behavior on customer satisfaction with the mediating role of job satisfaction in the banking industry (case study: Sarmayeh Bank)

Document Type : Original Article

Authors

1 M.A. in Business Management, Faculty of Management and Accounting, Allameh Tabatabai University, Tehran, Iran.

2 M.A. in Psychology, Tabriz Medical Sciences, Islamic Azad University,, Tabriz, Iran

3 M.A. in Educational Sciences (Educational Management field), Selmas branch, Islamic Azad University, Selmas, Iran

Abstract

Increasing the job satisfaction of bank employees and customer satisfaction is the concern of most managers in the private and public banking industry. Since organizational citizen behavior can improve employee job satisfaction and customer satisfaction, including organizations such as banks that have many clients, the purpose of this research is to conduct an experimental study in the service sector (sarmayeh Bank) in order to investigate the impact Organizational citizen behavior is on customer satisfaction with the mediating role of job satisfaction in the banking industry. For the research, a sample of 220 people was selected as a random cluster from the employees of the sarmayeh Bank branches in Tehran. The data collection tool was a standard questionnaire with 23 questions whose validity and reliability were confirmed and distributed among the statistical population. Data analysis was done using descriptive statistics and inferential statistics. At the level of descriptive statistics, indicators such as abundance and percentage of abundance; At the level of inferential statistics, correlation methods, structural equation models, and path analysis have been performed; For this purpose, spss and lisrel software were used. The results of the analysis indicate the existence of the effect of organizational citizen behavior on customer satisfaction and job satisfaction. In general, sarmayeh Bank's ability to satisfy its customers directly and indirectly is related through the organizational citizenship behavior of bank employees and job satisfaction of employees (p<0.05).

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History

  • Receive Date: 27 November 2023
  • Revise Date: 12 January 2024
  • Accept Date: 20 January 2024

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