Study of Structural Relationships between Organizational Service Orientation, Contact employee Job Satisfaction and Citizenship Behavior (Case Study: Mellat Bank Branches in Tehran)

Today, the economy based on service have preference on production' orientation economy and necessity of presentation of High quality and superior services resulted in that organizations considered human capital as the key factor in obtaining competitive advantage. When employees of an organization can interact with customers well that they have job satisfaction. Employees, who are satisfied, willing to present organizational citizenship behavior,. The aim of this research is investigation the relationship between organizational service orientation aspects on job satisfaction and Organizational Citizenship Behavior in connection with customers. Current research is a descriptive study and its Statistical Society includes all managers and employees who act in branches OF Melat' bank in Tehran. Data collection methods are study of library sources and field survey (with questionnaire). Constructs have been measured by use of the existing scales and its effects have been investigated by means of Confirmatory Factor Analysis and Structural Equation Model. The results indicate that all hypotheses in the 95% confidence level confirmed except fifth hypothesis. Managers should used the servant leadership, actions of service provider systems and human resource management for a direct affect on citizenship behavior Organizational that improve employee's job satisfaction and organizational citizenship behavior