Örgütsel Vatandaşlık Faktörlerinden Nezaket Davranışının, Çalışanların Hizmet Kalitesine Etkilerinin Analizi
The Effects of Guarantee Behavior Analysis’s for Organizational Citizenship Factors on The Service Quality of Employees

Summary/Abstract: Purpose – The main purpose of this study is to examine the effects of courtesy behavior, one of the factors of organizational citizenship, on the service quality of employees; To analyze the differences between demographic variables and the effects of civic factors, courtesy behavior, on the service quality of employees. Design/methodology/approach – This study is based on the organizational citizenship behaviors of the employees in private schools operating in Ankara-Etimesgut district; It was conducted to investigate the effects of employees on service quality. The universe of the research consists of 1900 people working in private schools. Data obtained from research questionnaires; Reliability analysis, factor analysis, data analysis, correlation analysis and regression analysis were applied. Findings – As a result of the equation applied for the regression analysis for this study; It has been determined that courtesy shown in schools has a positive effect on service quality. It has been determined that when the courtesy score increases by one unit, the service quality score will increase by 0.806 units. Discussion – Managers' behavior within the framework of courtesy rules has many positive effects on the service quality of the employees. The greatest strength of enterprises in an intense competitive environment is human power. The reason why it is important that Organizational Citizenship Behavior (ÖVD) is adopted and displayed by employees; It provides coordination among employees, strengthens communication and thus increases the motivation of the employees. Therefore, thanks to such scientific studies: managers can become more aware of the advantages of acting within the rules of courtesy; employees can further assist each other in ensuring coordination between teams and groups; ÖVD can increase the productivity of the employee and the organization; It can help you adapt more easily to the transformations and changes in the environment; continuity of talented employees can be ensured; The habit of attracting new recruits to the organization can be gained and the quality of the services provided can be sustained.

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