Volume 20, Issue 80 (1-2012)                   jour guilan uni med sci 2012, 20(80): 10-15 | Back to browse issues page

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Rezaei Dizgah M, Azadehdel M, Farahbod F, Gharehdaghi S. Relationship between Organizational Citizenship Behavior and Service Quality in the Hospitals of Guilan, Northern Iran. jour guilan uni med sci. 2012; 20 (80) :10-15
URL: http://journal.gums.ac.ir/article-1-114-en.html
: Islamic Azad University
Abstract:   (10865 Views)
Abstract Introduction: Health care department has a special place among service departments, and customer expectations are important in respective medical centers. Thus, providing good quality services and understanding the customers’ expectations are critical in such centers. Organizational citizenship behavior is one of the factors influencing the perceived quality service by customers. To promote the quality service, it is better to study the organizational citizenship behavior periodically and improve the effective factors, which can help customers’ understanding of service quality. Objectives: Measuring organizational citizenship behavior and service quality in the hospitals of Guilan province, northern Iran. Materials and Methods: This research is descriptive-correlation type and unit of analysis is organization. The statistical community consists of public and private hospitals of Guilan. Samples were selected based on the available data by the researcher, which included 22 public hospitals and 4 private ones. The method of collecting data was field method and the collecting tools of information were questionnaires. Servqual questionnaire included 22 items for evaluating the service quality and the questionnaire of organizational behavior included 15 items approved by the respective experts and professors in terms of validity and reliability. Cronbach alpha was used in them and the alpha for organizational citizenship behavior was 0/83 and for service quality variable was 0/90. Since alpha values for both were higher than 0/70, the questionnaires had the effective reliabilities. The questionnaire of citizenship behavior was distributed accidentally among 15 workers and service quality questionnaire among 15 customers and were collected during 2 months. Results: There was a positive correlation between organizational citizenship behavior and its elements such as loyalty, obedience, participation and service quality. Means of all variables were above the average value. Conclusion: As shown, there is a relationship between organizational citizenship behavior and service quality in the hospitals of Guilan province. By enhancing the organizational citizenship behaviors, we can improve costumers’ satisfaction with service quality.
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Type of Study: Research | Subject: General
Received: 2013/11/6 | Accepted: 2013/11/6 | Published: 2013/11/6

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