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Abstract            Volume:4  Issue-3  Year-2016         Original Research Articles

Online ISSN : 2347 - 3215
Issues : 12 per year
Publisher : Excellent Publishers
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A Study to Effect of Organizational Citizenship on Customer Loyalty in Teaching Hospitals of the Ahvaz Jundishapur University of Medical Sciences in 2015-2016
Ebrahim Cheraghi1 and Alirezadadgarinejad2*
1Department of Marketing Management, College of humanities Science, Ahvaz Branch, Islamic Azad University, Ahvaz, Iran
2Department of accounting, Masjedsoliman branch, Islamic Azad University, Ahvaz, Iran
*Corresponding author

Organizational citizenship is individual and voluntary behavior for which no remuneration has been directly considered in the official payment system, nevertheless it improves the organizational effectiveness and efficiency. This study aimed to effect of organizational citizenship on customer loyality in the selected teaching hospitals of Ahvaz Jundishapur University of Medical Sciences. This study was a descriptive-analytic cross sectional study. Sampling the hospital staff was randomly done from the list of personnel. Sampling the customers was non-randomly (available) done. Data collection tools were two questionnaires of the organizational citizenship of staff and the customer questionnaire including customer loyalty. Data were assessed using independent T-test, ANOVA, Spearman correlation and linear regression analysis using the statistical software SPSS 22. The level of statistical significant difference was considered 0.05. In this study, we had invited 129 hospital staff and 370 people who were recipients of their service in this study. The average score of organizational citizenship was 42.82 ± 2.9. The relationship between demographic factors of sex and education and organizational citizenship was not significant (P <0.05). But in terms of chivalry, the age gap and in terms of the civil behavior-organizational behavior, marital status were statistically significant (P>005). The results showed that there was a statistical significant relationship between the customer loyalty and the organizational citizenship (P>0.001). The results showed that there was a positive relationship between organizational citizenship and customer loyalty. Therefore, for hospital managers, it is necessary to try to provide job satisfaction and organizational justice so that improving organizational citizenship of staff leads to improving the customer loyalty which is a factor to survive the system.

Keywords: Organizational citizenship, Hospital, Service quality, Customer loyalty.
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How to cite this article:

Organizational citizenship, Hospital, Service quality, Customer loyalty.Int.J.Curr.Res.Aca.Rev. 4(3): 97-105
doi: http://dx.doi.org/10.20546/ijcrar.2016.403.011
Copyright: This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike license.