Organizational Citizenship Behavior, Customers Loyalty and Quality of Services A Study of Iranian service organization

This study aims to determine organizational citizenship behavior’s impact on customer loyalty and quality of services. That is to examine, organizational citizenship behavior of nurses and patients (customers) of the Kermanshah province hospitals by two hypotheses. Population comprised of 1524 nurses which 544 nurses were selected as sample. Also sample of same size in a random way in a period of three month was considered as customers sample and required information was extracted by questionnaire. At the end, in order to examine research hypotheses; to examine relationship between organizational citizenship behavior and customer loyalty and quality of services a model designed and tested by Lisrel software. Results established that organizational citizenship behavior, with a confidence level of %95, had a meaningful and positive impact on customer loyalty and quality of services. Key words: Organizational Citizenship Behavior, quality of services, customer loyalty, Iran. Organizational Citizenship Behavior, Customers Loyalty and Quality of Services A Study of Iranian service organization