The effect of citizenship behavior of coop employees on increasing client satisfaction through the mediation of service quality1

Today, in any organization (for example, the police), it is very important to satisfy the clients. Therefore, the current research was carried out with the aim of explaining the effect of citizenship behavior of Coop employees on client satisfaction through the mediation of service quality.

This research is applied in terms of purpose and descriptive-analytical in terms of data collection method, which was implemented with survey technique. The statistical population of this research consists of all the clients of Fateb's fourth chief police station in the research period (1401-402) and 384 people were selected and evaluated using Cochran's formula by regular (systematic) random sampling. To collect data, customer satisfaction questionnaires (Malvas) with Cronbach's alpha of 0.72, service quality evaluation (Hajizadeh, 2014) with Cronbach's alpha of 0.79 and organizational citizenship behavior (Bell and Mangok, 2002) with Cronbach's alpha of 82% were used to collect data. . In the descriptive statistics section, tables and graphs of frequency, mean and standard deviation and inferential statistics of correlation, regression and structural equations tests were used.

The findings of this research show that citizenship behavior has a direct effect on service quality (T=5.95) and client satisfaction (T=6.12). It also has an indirect effect on client satisfaction with the mediating role of service quality (T=5.37). According to the results of the tests, the restoration and reconstruction of the citizenship behavior indicators of the employees can lead to the satisfaction of the clients and the improvement of the service quality in the coop. As a result, by improving and expanding citizenship behavior in the organization, it is possible to help improve services and increase the level of client satisfaction.

According to the results of the research, it should be said that in order to obtain the maximum satisfaction of the clients to the executive ranks of the police, in addition to strengthening the indicators of the citizenship behavior of the employees, more attention should be paid to the indicators of the quality of service provision.