İŞGÖRENLERİN EĞİTİM DÜZEYLERİ ve ÖRGÜTSEL VATANDAŞLIK DAVRANIŞLARI ARASINDAKİ İLİŞKİNİN İNCELENMESİNE YÖNELİK BİR ARAŞTIRMA

Global competition have forced companies to develop and adopt competencies such as change management, innovation and to be unique to their own to attain and sustain long term success and productivity. The most important factor that unearths and realizes these competencies is the human resources. And the important human component for the organization could only be raised to a competent level via education. It is also obvious that requirement for developing and sustaining human resources that are well-educated, qualified, highly motivated and eager to work in the sector is important and cannot be overemphasized. Because, to render quality service and achieve customer satisfaction in human based service sector could only be realized by having high quality human resources. Furthermore, the extra voluntary contributions of those well-educated and qualified personnel could greatly enhance productivity and future of the companies for which they are working. At this juncture the importance of organizational citizenship behaviors that is no t of formal job description in the organization arises on to the scene. The major objective of this study is to investigate relationship and determine differences among level of education, whether or not they receive tourism education, and whether or they receive on-the-job training and the behaviors of organizational citizenship they exhibit. For that purpose totally 556 questionnaires have been applied to personnel in 3,4 and 5- star hotels operating in Ankara. The questionnaire is structured in section; In the firs section, questions raised for exploring the individual and organizational characteristics are stated; in the second section; question developed to explore level of education of employees, and finally in the third section, 19 questions have been developed to determine and measure organizational citizenship have been stated to collect raw data for analysis. The questionnaire firstly pilot tested what yielded cronbach-alpha (reliability coefficient of the scale – questionnaire) value of 0,74 and revised version of the questionnaire has yielded Cronbach-alpha value of 0,88, which indicates very high degree of reliability of the tool. To test the differences exists in organizational citizenship behaviors that is measured with two variable that are state of on- the- job training and level of formal tourism education that employees attained has been tested via t-test; for more than two variable difference test ANOVA method has been applied. In both of the analysis of variances the Tukey test has been applied to compare groups binary. The study revealed that, statistically significant differences exist between opinions employees’, working in 3, 4 and 5-star hotels operating in Ankara, on behaviors regarding uniqueness, kindness, courtesy, and membership merit dimensions and level of education, state of on-the-job training and state of tourism education attainment. According to the results of the study, employees with secondary school, vocational high school and undergraduate degree exhibit courtesy behaviors more frequently than that of elementary school graduates. Also, it has been determined that employees with undergraduate degree has exhibit relatively high level of membership merit behaviors that that of vocational high school, secondary school and elementary schools graduate counterparts. Additionally, the study showed that, as the employees’ level of education increase the frequency of exhibition of the organizational citizenship behaviors is also increasing. With regard to employees who received on-the-job training and their level of organizational citizenship behaviors they exhibit, it was found that the employees that have received on-the-job training has exhibited uniqueness, affection and membership merit dimensions of the organizational citizenship behaviors more frequently than that of their counterparts who have not received in-service education. With regard to employees who have tourism education degree and their level of organizational citizenship behaviors they exhibit, it was found that the employees that have tourism education degree has exhibited organizational citizenship behaviors more frequently than that of their counterparts. Customer satisfaction is the most important factor in hotel operations, and with this regard organizational citizenship behavior its importance becomes more apparent for the success of the hotel. A well-suited organizational citizen; satisfied form his/her job, has high degree of motivation, integrate with his/her organization, and his/her productivity increases. The study found that, especially, employees who have tourism education degree have revealed more frequent membership merit behaviors, indicates that tourism education is far more important ingredient for hotel operations. Furthermore, the fact that, employees with a high degree of education and who have received on-the-job training exhibit more frequent membership merit behaviors also indicates the strong links and incentives (components) channels for integrating employees, especially having university degree, with companies. In a sector where personnel turnover is high, it is also important that on-the-job training activities offered in hotels could enhance the solidarity between employees and respect to each others’ duties. For hotel operations to increase positive interactions between employees, respect to their duties and increase their motivations inservice education activities be continuously applied. That would result in lower personnel turnover ratio.