In this current year, customer satisfaction is not being a main concern for either practicion or academician. It is happened because people has widely known that customer satisfaction would make companies can save the cost to retain the customers. Teoritically, customer satisfaction could be provided through the creation of service quality. In other words, by perceiving high quality of service, customers would satisfy with the services that are offered. In order to deliver high quality of service which lastly provide customer satisfaction, service companies need to have high quality human resources who could show the best performance.

The purpose of this study is to explain the impact of job satisfaction on OCB, job satisfaction and OCB on service quality and job satisfaction, OCB and service quality on customer satisfaction.

All of the contact employees in Malang post offices were the population of this research. Sample was collected through two steps. The first step was counting the amount of contact employee samples by using Slovin equation and based on that equation there were 70 samples used. Second step was determining the sample for customer group by using quota sampling technique. Due to the data should be in pair, thus 70 samples were collected from customer. Path analysis was used to answer the hypotheses.

The result of this research indicates several finding. First of all, job satisfaction affects organizational citizenship behavior directly. It is happened because the satisfied employees would act extra roles voluntarily to support the organization. Secondly, job satisfaction and OCB concurrently affects service quality. It can be interpreted that employees who satisfy and willing to do extra roles would deliver high quality of services to customers. The third result shows that service quality in a direct way affects customer satisfaction. However due to the interaction between employees and customers is not intensive, job satisfaction and OCB do not affect customer satisfaction directly. Both of them affect customer satisfaction indirectly through service quality.