Purpose: The present study was an attempt to "provide an optimal model of organizational citizenship behavior of employees on customer satisfaction of Bank Mellat in Amol".
Materials and Methods: Based on the mixed research method, a combination of quantitative and qualitative research methods has been used. The researcher in the present study started using the opinion of experts and then according to the techniques cited in the research, which includes different statistical methods and identification of various components, so the present study has three categories of statistical samples, one of which is related to Experts, according to the condition of obtaining the number of experts was equal to 20 people, and the second is the staff of Bank Mellat with 80 people and the third group of bank customers at the time of the investigation is an unlimited number. To distribute the Likert scale questionnaire, which after applying the opinion of experts as well as the opinion of supervisors and consultants and eliminating the shortcomings of the two questionnaires, the Citizenship Behavior Questionnaire among employees and customer satisfaction among the bank's customers and the second statistical sample using Morgan's formula showed that the sample size was calculated to be 80 people and was cited for the second questionnaire.
Findings: The results of the questionnaire were analyzed by heuristic factor analysis and structural equation testing with SPSS and SMARTPLS software. The results indicate that (altruism, social etiquette, conscience, chivalry, personal development, civic behavior and consideration, conscientiousness, initiative, adherence to ethical principles) are some of the explanatory factors of citizenship behavior. Prioritization of the factors explaining citizenship behavior was shown: the variable of altruism was the first priority and the variable of adherence to moral principles was the final priority. The results showed: the model in the organizational citizenship behavior section, the SRMR value of the root mean square of the standardized residual, which is an approximate value of the goodness of the model, is equal to 0.141, which is an appropriate and acceptable value. Customer satisfaction variable has 5 dimensions (tangible factors, creating trust and accountability, reliability, empathy) of the dimensions explaining customer satisfaction and in terms of performance, the dimension (empathy variable) has the highest rank and (reliability) the lowest rank.
Conclusion: The results also showed that the highest correlation coefficient related to conscientiousness with customer satisfaction was equal to 0.449 which is also significant at the level of 0.01 and the lowest correlation coefficient was related to politeness and consideration with correlation coefficient of 0.09. Not significant at the 0.05 level.