أثر سلوكيات المواطنة التنظيمية على جودة الخدمات في الشركات النفطية الليبية العامة بمدينة بنغازي

الملخص EN

The study aimed to know the effect of organizational citizenship behaviors on the quality of services in the Public Libyan oil companies in Benghazi, and in order to achieve the objectives of the study, the relational descriptive approach was used, and the researchers developed a questionnaire based on some of the previous studies, where its reliability and stability factor were confirmed.

The study of workers in various departments of the Public Libyan oil companies in the city of Benghazi, whose number is (990) workers, and to determine the size of the target sample was based on the table (Krejcie and Morgan 1970), where its size was determined by (278) workers, and they were chosen by the stratified sample method, After distributing the questionnaires, (207) forms valid for statistical analysis were retrieved, and to analyze the study data, a computer was used and a statistical program was used from the software service contained in SPSS, where many results were reached that can be summarized as follows: The study revealed that the general level Organizational citizenship behavior was high, and the general level of services quality was high.

The study showed the existence of statistical significance effect for organizational citizenship behaviors on service quality in the oil companies under study.

Finally, the study presented a set of recommendations that it is hoped to follow to enhance the level of organizational citizenship behaviors and the quality of services among employees of the companies under study.