Examining the Relationship between Satisfaction from Services Quality based on ECSI Model and Organizational Citizenship Behavior (Case Study: Students of Islamic Azad University, Bojnourd Branch)

The study aimed at investigating the relationship between satisfaction from services quality and organizational citizenship behavior among students of Islamic Azad University, Bojnourd Branch. In this descriptive-correlational study, two questionnaires of Satisfaction from Services Quality based on ECSI Model and Organizational Citizenship Behavior Questionnaire (Podsakoff et. al., 2000) were used to collect the required data. The concerned questionnaires were embedded with desirable levels of face and content validity and their reliability coefficients were obtained using Cronbach's Alpha (0.764 and 0.879, respectively). The statistical population included all students of the Faculty of Humanities at Islamic Azad University, Bojnourd Branch, in the Academic Year 2015-2016 (N=2453). Having used the Cochran's Formula, the sample size was determined as 332 through relative stratified random sampling method. Next, the data were analyzed using SPSS (Version. 21), Pearson Correlation Coefficient, Regression and Independent T-test. The findings showed that there was a significant positive relationship between satisfaction from service quality and sub-components of quality of extra services and organizational reputation and the organizational citizenship behavior. However, there was not a significant relationship between realization of expectations and received quality and the organizational citizenship behavior