Mendeley
TY  _  JOUR
ID  -  13981021214646
TI  -  Investigating the Effect of Organizational Citizenship Behavior on Service Quality, and Customers' Satisfaction and Loyalty in the Hotel Industry: A Case Study of Mazandaran Province’s Parsian International Hotels
JO  -   Social Studies in Tourism
JA  -  ES
LA  -  fa
SN  -  2382-9664
AU  -  Bahari Jafar
AU  -  karoubi mehdi
AU  -  Bahari Shahla 
AD  -  دکتری مدیریت گردشگری، دانشکده علوم گردشگری، گروه گردشگری، دانشگاه علم و فرهنگ، تهران، ایران. 
AD  -  دانشگاه علامه طباطبایی تهران
AD  -  دانشگاه پیام نور تبریز
Y1  -  2022
PY  -  2022
VL  -  20
IS  -  
SP  -  157
EP  -  188
KW  -  Organizational Citizenship Behavior
KW  -   Service Quality
KW  -   Customer’s Satisfaction
KW  -   Customer’s Loyalty
KW  -   Mazandaran.
DO  -  
N2  -  This study sought to investigate the effect of organizational citizenship behavior on service quality offered to and the satisfaction and loyalty of customers in the hotel industry, selecting the Parsian International Hotels in Mazandaran province, including the Parsian Azadi Hotel in Ramsar, Iran (four-star) and the Parsian Azadi Khazar Hotel in Namakabroud, Chaloos, Iran (five-star) as the cases of the study, which was conducted in summer 2017. The study is regarded as applied in terms of purpose, descriptive in terms of research method, and survey in terms of data collection method, using Structural Equation Modeling and the Smart PKS Software to analyze the collected data. The study’s statistical population comprised all employees and visitors of Persian International Hotels in Mazandaran province, out of which the sample size was selected via random sampling and the Cochran. Moreover, a standard questionnaire was administered to collect the required data, whose reliability was measured using Cronbach's alpha.
The study’s results indicated that organizational citizenship behavior had a significant positive influence on service quality offered to and the satisfaction and loyalty of the customers. It was also found that the customers’ satisfaction had a significant positive effect on their loyalty and that the customers’ satisfaction had the greatest path coefficient value, exerting the highest influence on the customers’ loyalty compared to other variables. Finally, necessary recommendations were offered based on the results of the data analysis.

UR  - rimag.ir/en/Article/35756
L1  - rimag.ir/en/Article/Download/35756
ER  -  
