Impact of Organizational Citizenship Behaviour on Service Quality in Banking Sector, Vavuniya District

Abstract

Purpose: The purposes of this research is to analyze the impact of Organizational Citizenship Behaviour on the Service Quality in the Banks in Vavuniya District, Sri Lanka.

Design/Methodology/Approach: Closed questionnaires were used for measuring the Organizational Citizenship Behaviour and Service Quality of banking sector. Questionnaire were distributed and collected in Vavuniya district. The conclusion were drawn from Regression analysis, ANOVAs and Pearson correlation.

Findings: Result revealed that although Organizational Citizenship Behaviour had significantly positive relationship with Service Quality it had not exerted significant impact on Service Quality.

Practical implication: The research has implications in the efforts taken by the Banks in improving the service quality and organizational performance through employees.

Originality/ value: The bank managers, government and the other stakeholders are expected to realize the importance of Organizational Citizenship Behaviour (OCB) and build a good customer relationship and improve the service quality in the current context of emerging many new financial institutions.