Abstract:
The role of human is vital for the endurance of any association. If that organization is belonging to the service sector, then
employees hold a huge share in the achievement of the organization. The service industry is depending on humans more
than manufacturing or any other industry does. It is becoming important to keep their internal customers happy to achieve
successful clients outside the organization. Banks are belonging to the service industry and providing immense service
to the public. This study mainly focuses on banks of Batticaloa district to explore the explanatory power of job satisfaction
and organizational commitment on organizational citizenship behavior.
Organizational citizenship behavior is a person's voluntary commitment within an organization apart from particular
employee’s prescribed tasks. Employee who satisfied and committed can come up with positive behaviors within
organization. This study aims in the Sri Lankan context to fill research gap and empirically investigate the explanatory
power among variables.
Primary data collected through structured and closed ended questionnaires. The study population consists of bank
employees in Manmunai North Divisional Secretariat of Batticaloa district. Structured questionnaire issued to selected
samples and 83% of questionnaires were received back from respondents. Likert’s Five Points Rating Scale is used to
require respondents to order their answers. SPSS (19.0) Package used for analyzes the findings. Relationship among
variables analyzed through Correlation Analysis and Multiple Linear Regression Analysis was employed to identify the
explanatory power.
Research findings concluded that Job Satisfaction, Organizational Commitment and Organizational Citizenship Behavior
are having strong, positive and significant relationship. As well 52.4% of variability in Organizational citizenship behavior
is jointly explained by Job satisfaction and Organizational commitment.
The study results validate that, by improving satisfaction and commitment, banks can enhance and achieve employees’
citizenship behavior. This Organizational Citizenship Behavior will shield banks from losing their employees to rivals. And
also, the findings can fill the literature gap in explanatory power of job satisfaction and organizational commitment in
organizational citizenship behavior in Sri Lanka, where it has not been widely investigated in the Sri Lankan context
