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Explanation the Role of Ethical Values and Organizational Citizenship behaviors with Satisfaction of Customers
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Abstract: (2820 Views) |
Background: The purpose of this study is to investigate the relationship between ethical values on customer’s satisfaction and customer loyalty with the emphasis on the mediating role of organizational citizenship behavior in branches of TEJARAT Bank city of Hamedan.
Method: The present study was a descriptive-correlation research. The statistical population of this research includes 35460 of customer branches of TEJARAT Bank city of Hamadan. The sample size includes 380 people based on Morgan table using simple random sampling method. For collecting data, four questionnaires were used and the proposed model was analyzed using structural equations modeling.
Results: The results of structural equation modeling showed that ethical values predict 83% of organizational citizenship behavior, ethical values predict 68% of customer satisfaction, ethical values predict 48% customer loyalty, organizational citizenship behavior predict 25% customer satisfaction and organizational citizenship behavior predict 26 % of customer loyalty.
Conclusion: Organizations by creating and strengthening ethical behaviors and organizational citizenship behavior help to provide better services and thus improve customer satisfaction and loyalty.
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| Keywords: Ethical values, Organizational-citizenship behavior, Customer satisfaction, Loyalty |
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Full-Text [PDF 298 kb]
(1170 Downloads)
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Type of Study: Research |
Subject:
Special
Received: 2019/02/19 | Accepted: 2019/02/19 | Published: 2019/02/19
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