International Journal of Research in Organizational Behavior and Human Resource Management
  • Year: 2014
  • Volume: 2
  • Issue: 3

The Impact of Spiritual Intelligence on Service Quality from the Perspective of Organizational Citizenship Behaviors

  • Author:
  • Hadis Javaheri1,, Mona Torkaman2, Maryam Sarikhani3
  • Total Page Count: 12
  • Page Number: 262 to 273

1MSc., Marketing Management, Faculty of Economic and Management, Shahid Bahonar University of Kerman, Kerman, Iran

2MSc., Marketing Management, Faculty of Economic and Management, Azad University (Branch of Gheshm), Iran

3MSc., Marketing Management, Faculty Of Accounting and Management, University of Tehran, Iran

*Corresponding author. E-mail address: Hadis.Javaheri@gmail.com

Online published on 6 September, 2014.

Abstract

Service Quality is one of the factors affecting customer satisfaction in service organizations. Although this factor is important for the profitability of each service firm providing Service Quality is still one of the challenges that the managers have to face with that. The aim of this study was to investigate the influence of Spiritual Intelligence on Service Quality. Also the Indirect effect of Spiritual intelligence on the Service Quality through its impact on Organizational Citizenship Behavior has been studied. The Structural Equation Modeling was adopted for analysis of the data collected from 155 employees of Melli Bank in Kerman province. The results of data analysis showed a significant correlation between Spiritual intelligence and Service Quality. Also Spiritual intelligence is indirectly affecting the Service Quality with Influence on Organizational Citizenship Behavior.

Keywords

Spiritual Intelligence, Service Quality, Organizational Citizenship Behavior