بررسی رابطه بین کیفیت ارائه خدمات با رفتار شهروندی سازمانی در تامین اجتماعی

Relationship between organizasional citizenship
behavior of the employees and Quality Service
from the perspective of Customer

Abstract
General purpose of this research is The Study of Relationship between
organizasional citizenship behavior of the employees and Quality
Service from the perspective of Customer in Social Security
Organization In 2011that conducted by multy-method and gathering
research data in level Social Security Organization of Kurdistan State
according to classified sampling method and statistical samples 638
person(319 Customer,319 .
The present study on OCB and Quality Service I have use of points of
views of some scholars such as Organ, Simith , organ & near,
Anderson & Gerbing, parasorman,Zeithamel and Berry, ……..
The obtained results of hypothesis testing show that there is
significants relation among reaserch main variable that is
Dementions(Employee Citizenship Behaviors (ECBs) (Altruism,
,conscientiousness, , sportsmanship , courtesy , civic virtue) with
Quality.
In Analysis multi– variable regression an path analysis we concludtion
that independent variables can determine 968% percent dependent
variable Changes.
In this survey courtesy , Civic Virtue of the greatest explanation
ability and effect on Quality Service in social Security Organization.
Keywords: Organizational citizenship behavior (OCB), Empathy,
Reliability, Responsivenes, Assurance, Tangibility, Altruism,
conscientiousness, sports man ship , courtesy , civic virtue, Quality
Service

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