The Effect of Citizenship Behavior on Customer Satisfaction and Loyalty
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2013, Vol 7, Issue 12
Abstract
This study examined the relationship between citizenship behavior of Alzahra University staff with Alzahra university students' satisfaction and loyalty. In this study, the questionnaire is designed after describing various aspects of citizenship. Five-item Likert questionnaire, which is one of the most common measures of comparison, was used. The first questionnaire was distributed among the staff and the other was distributed among students. In order to examine validity of questionnaire the content method was used. For this purpose, opinions of relevant experts and professors were used, and after determining its validity and application of multiple viewpoints and revisions the content validity of the questionnaire was confirmed by experts. To analyze data Lisrel 8.80, SPSS19, and Excel 2007 were used. In this study, it was concluded that there is a significant positive relationship between citizenship behavior of Alzahra University staff and perceived service quality from students of this university and therefore their satisfaction and loyalty. Regarding the impact of this relationship it is suggested to directors and presidents of Alzahra University to help improvement and development of such attitudes that is one way to enhance the effectiveness of organization.
Authors and Affiliations
Mirza Hassan Hosseini, Ojan Karimi, shahla soodi| email: sh_soodi@yahoo.com
Keywords
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