EFFECTS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR ON SERVICE QUALITY AT ETHIOPIAN AIRLINES

Abstract

The purpose of this research is to analyze the effect of Organizational Citizenship Behavior towards the Service Quality performances in Ethiopian airlines. The populations of this research are passengers specially the frequent travelers, employees and supervisors of Ethiopian airlines. Objective of the study were to examine the OCB variables effect on the service quality of the organization in detailed. A thorough review of literature of the two concepts of Organizational Citizenship Behavior and Service Quality were conducted with a view to get a good insight of contributions of authorities on the two variables. Both exploratory and descriptive research approaches were used during the study. Questionnaires and interviews were used to gather information. Sample sizes of 277 passengers (frequent travelers) were used during the study and 12 employees were interviewed. Non-probability sampling was used for both employee and passengers. The research findings revealed that the Service Quality performances for passengers, which are delivered by the customer service agents, are good. The research findings exposed that there is high effect of organizational citizenship behavior on the service quality. The effect can be positively as well as negatively which means there is OCB among the employees’ means there is high customer service which leads to high services quality. The reverse has negative effect also there is low OCB within the employees within each other as well as towards the passengers means there is low customer service which leads to low quality service.