Surveying the Effect of Organizational Citizenship Behavior on E-Service Quality in the Iranian ICT Infrastructure Organization

This study investigates the relationship between organizational citizenship behavior (OCB) and the quality of e-services in the Iranian ICT Infrastructure Organization. Data was collected through a structured questionnaire distributed among 151 customers of the organization. The study employed SPSS and Pearson correlation analysis to interpret the results, further supported by a structural equation model approach. The findings reveal a significant positive correlation between OCB and ICT Infrastructure service quality, with a correlation coefficient of 0.99. Each dimension of OCB was positively related to e-service quality, underscoring OCB as a fundamental factor in enhancing e-service quality. The research confirms the main hypothesis, demonstrating a meaningful relationship between OCB and e-service quality. Moreover, the results suggest that integrating civic behavior and conscientiousness within service quality frameworks can substantially improve the ICT Infrastructure's performance.