ORGANIZATIONAL CITIZENSHIP BEHAVIOUR AND PERFORMANCE OF ZENITH BANK, IN ENUGU METROPOLIS

This research work is the examination of Organizational Citizenship Behaviour and performance of Zenith Bank, Enugu metropolis. The objectives of the study included to: ascertain the effect of selfless service on the profitability of deposit money banks in Enugu metropolis, determine the extent to which courtesy affects quality of service of deposit money banks in Enugu metropolis, assess the effect of civic virtues on labour turnover of employees of deposit money banks in Enugu metropolis and identify the extent to which probity affects number of customers of deposit money banks in Enugu metropolis. The major instrument of data collection was the questionnaire. The sources of data were the primary and secondary sources. The population of the study was 543, while the sample size of was determined using Taro Yamane's formula. The data collected were presented in tables of frequencies and percentages using the five point likert scale. The hypotheses were tested using the ttest statistical tool. The findings included that selfless service has a significant positive effect on profitability of Zenith Bank in Enugu metropolis. (X value= 34.18, p value 0.0000 0.05), courtesy to a large extent had significant positive effect on the quality of service of employees of Zenith Bank (X value 44.12, p value 0.0002 < 0.05), civic virtues had significant positive effect on labour turnover of Zenith Bank in Enugu metropolis (X value 74.26, p value 0.0000 < 0.05) and probity had significant positive effect on number of customers of Zenith Bank Enugu metropolis (X value = 14.28, p value 0.0000 < 0.05). The researcher concluded that organizational citizenship behaviour has a significant positive effect on the performance of Zenith Bank in Enugu metropolis and it was recommended that employees of Zenith Bank should adopt selfless service in their day to day interactions by giving the workers orientation on organizational citizenship behaviour, the employees of Zenith Bank should also adopt courtesy in their interactions with customers and other employees by being polite with their customer, civic virtues should be a priority among employees of Zenith Bank through upholding the organization's prestige and probity should be adopted by workers of Zenith Bank by the workers helping one another in the organization.