The Correlation of Personality Types and Organizational Citizenship Behaviors with Service Quality of Outpatient Department Nurses (ความสัมพันธ์ของบุคลิกภาพและพฤติกรรมการเป็นสมาชิกที่ดีขององค์การกับคุณภาพการบริการของพยาบาลแผนกผู้ป่วยนอก)

The objectives of this study were as follows: (1) to investingate the correlation of demographic factors, personality types and organizational citizenship behavior with service quality of outpatient department nurses, (2) to predict service quality by personality and organizational citizenship behavior.  The sample was 190 nurses in outpatient departments departments of the provincial hospital around the metropolis (9 hospitals). Instrumentation tools were (1) demographic questionnaires, (2) the personality test, (3) organization citizenship behavior test and (4) service quality evaluation sheet. It was found that: the first dominant personality trait of subjects was conscientiousness, whereas the second one was agreeableness. The first dominant organizational citizenship behavior was helping behavior, the second one was civic virtue. The first dominant service was assurance, whereas the second one was reliability. Nurses who graduated from nurse colleges in Ministry of pubic health higher level of tangibility, and overall service quality than those who graduated from other nurse colleges. conscientiousness correlated with service quality and organizational citizenship behavior munch more than other traits of personality. All factors of organizational citizenship behavior correlated positively with service quality (p<0.05) in this order : helping behavior (r=0.76), overall organizational citizenship behavior (r=0.76), civic virtue (r=0.63) and sportsmanship (r=0.53). Nurses who had high level of helping behavior, high level of over all organizational citizenship behavior and low level of neuroticism were more likely to provide higher service quality at 63.3 percent. It is concluded that conscientiousness correlated highly with service quality and organizational citizenship behavior much more than the other four traits of personality. And low level of neuroticism was appropriate for working service.  The results of this study can be applicable for recruitment, especially in service organization. Also this study is the guideline to develop training programs for health workers in service section in order that the over all service all service quality will be improved. Key words: personality, organizational citizenship behavior, quality of service