Designing a Model for Assessing the Relationship between Organizational Citizenship Behaviors and Customer Satisfaction(Kerman Saderat Bank as Case Study)

Abstract

Now a day, customer satisfaction (CS) has been considered as one of the most important factors for organizational success. Implementation of customer satisfaction assessment systems is one of most indices in order to improving organizational performance. Customer satisfaction plays important roles in banking industry. Organizational citizenship behaviors (OCB) of bank personnel will change the customer satisfaction and directly affects bank performance. Because of these important interactions between OCB and CS in banking industry, this paper intentionally this investigated process by using PCA and PFA techniques. Results of this study indicated that CS has significant relationship with staff employee’s relationships while personal features of employees and OCB has direct impacts on CS. Also detailed analysis revealed that responsibility factor of employee’s social relationships and trustworthiness factor of personal employees are the most important factors of OCB in CS assessment.