behavioral approach in the view of customer about studying improvement and service quality (fouman municipal)

zinab Arshak¹ Doctor Mohammad Rahim Ramezanian² Doctor Mehr Ali Hemati Nejad³

IOI Code : XYCG-AEAZA
Publication : international conference of Management Elites(icme.ir)
Abstract :
    Abstract Quality of service in capability of the organization to meet the needs and demands of customers is evident. Organizations can through providing appropriate services for themselves create enormous competitive advantage. Many factors affect the quality of an organization in this study, job performance, behavior according to the role and behavior beyond the role is studied. So, present research aims to investigate behavioral approach in terms of customer in improving the quality services in the municipality Fouman. The current research is the application research and the category of research in terms of how data collection is a descriptive study. The sampling method in this study is non-probability available sampling. To calculate the number of samples is used Cochran formula unlimited society with an unknown standard deviation and the number of samples is equal to 335 clients Fouman municipal. To collect the data is used standardized questionnaires. To investigate the hypothesis of confirmatory factor analysis and structural equation modeling was used. The results of the study indicate a significant and positive impact of job performance on beyond the role behavior, Consistent behavior and quality of service. On the other hand a significant positive impact Consistent behavior and behavior beyond the role on the quality of service was also confirmed.

Keywords : quality of service organizational citizenship behavior job performance the municipality fouman