Effect of Organizational Citizenship Behaviour on Total Quality Management and Organizational Performance (Case study: Dana Insurance Co.)

Abstract

This study examines the effect of organizational citizenship behaviour on organizational performance and total quality management. The objective of this study is functional survey in terms of data collection and it uses correlation to analyze data. Reviewing the literature and available models of organizational citizenship behaviour, total quality management and organizational performance, the important variables were identified and the model and hypotheses were developed. A researcher-made questionnaire was used to measure the variables. The studied sample included 217 workers of Dana Insurance, Tehran, selected by simple random sampling method. Test results of hypotheses using structural equation modeling indicate a significant effect of organizational citizenship behavior on components of total quality management as well as a significant effect of these components on organizational performance. Finally, based on the results obtained, suggestions and solutions were presented to the insurance company and future investigators.