ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB), SERVICE QUALITY, AND CLIENTS SATISFACTION: A CASE STUDY OF THE Forensic Medical Reception Workers of Tehran Province
Subject Areas : Behavioral Studies in Management
Hossein Shahnavazi
1
,
Mojgan Nikpour
2
1 - PhD in Organizational Behavior Management, General Department of Forensic Medicine, Tehran Province, Tehran, Iran
2 - MSc in Clinical Psychology, National Forensic Medicine Organization, Tehran, Iran
Keywords: Organizational citizenship behavior, service quality, customer satisfaction,
Abstract :
Abstract: As a distinctive employee behavior, organizational citizenship behavior (OCB) plays an important role in shaping the quality of service provided by Reception workers to further enhance the feeling of satisfaction experienced by customers. This research aims to explain the relationship between OCB, service quality, and clients satisfaction in legal medicine. We use the perception of costumers in explaining the three constructs used in this research. The respondents are 30 full time workers and 100 clients of legal medicine (63.29% response rate) Tehran. SEM-PLS is used for the data analysis, yielding results that OCB has positive and significant relationship towards service quality, and service quality has positive and significant relationship towards customer satisfaction. Thus, the results confirm previous researchers’ findings. Future research direction is advised as the relationship between service quality and customer satisfaction is found to be significantly weaker than previous researchers’ results.
Organizational citizenship behavior, service quality, customer satisfaction
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