Explanation the Role of Ethical Values and Organizational Citizenship behaviors with Satisfaction of Customers

  The purpose of this study is to investigate the relationship between ethical values ‎on customer’s satisfaction and customer loyalty with the emphasis on the mediating role of ‎organizational citizenship behavior in branches of TEJARAT Bank city of Hamedan. ‎ The present study was a descriptive-correlation research. The statistical population of this research ‎includes 35460 of customer branches of TEJARAT Bank city of Hamadan. The sample size includes 380 ‎people based on Morgan table using simple random sampling method. For collecting data, four ‎questionnaires were used and the proposed model was analyzed using structural equations ‎modeling.‎ The results of structural equation modeling showed that ethical values predict 83% of ‎organizational citizenship behavior, ethical values predict 68% of customer satisfaction, ethical ‎values predict 48% customer loyalty, organizational citizenship behavior predict 25% customer satisfaction ‎and organizational citizenship behavior predict 26 % of customer loyalty. ‎ Organizations by creating and strengthening ethical behaviors and organizational ‎citizenship behavior help to provide better services and thus improve customer ‎satisfaction and loyalty.‎