KEPUASAN KERJA, KOMITMEN ORGANISASI, ORGANIZATIONAL CITIZENSHIP BEHAVIOUR (OCB) DAN PENGARUHNYA TERHADAP KUALITAS PELAYANAN PUBLIK
DOI:
https://doi.org/10.32812/jibeka.v11i2.60Keywords:
job satisfaction, organizational commitment, OCB, organizational citizenship behavior, quality of public servicesAbstract
Service employees as the vanguard that plays an important role in determining the quality or not of public services. Efforts to provide quality public services can not ignore the factors of employee job satisfaction, organizational commitment employees, and organizational citizenship behavior (OCB) employees. This study aims to determine (1) the effect of job satisfaction on OCB, (2) influence of organizational commitment to OCB, (3) influence of job satisfaction on public service quality, (4) influence of organizational commitment to public service quality, (5) influence of OCB On the quality of public services, and (6) the indirect influence of job satisfaction and organizational commitment to the quality of public services through OCB. The study was conducted in 3 (three) sub-district offices in Kediri. Samples taken as many as 90 respondents with purposive sampling technique. Data collection through observation, interviews, and questionnaire dissemination. The data obtained were analyzed by path analysis. The result of the research shows that (1) job satisfaction has significant effect on OCB, (2) organizational commitment has significant effect to OCB, (3) job satisfaction has significant effect on public service quality, (4) organizational commitment has significant effect on public service quality, OCB has a significant effect on the quality of public services, (6) there is indirect influence of job satisfaction on the quality of public service through OCB, while for organizational commitment there is no indirect influence to the quality of public service through OCB.
References
2.Arisman. 2013. Mengukur Kepuasan Masyarakat dan Kualitas Pelayanan Publik, Artikel Kemenkumham (Online), (www.google.com ), diakses 2 April 2016.
3.Badruzaman, Jajang. Pengaruh Budaya Organisasi dan Organizational Citizenship Behaviour (OCB) Terhadap Kualitas Layanan (Studi Kasus Pada RDUD Kota Tasikmalaya). Jurnal Akuntansi, Vol 7, No.1, Januari-Juni 2012. 66-91.
4.Bushra, Fatima, Usman, A., Naveed, A. 2011. Effect of Transformational Leadership on Employee’s Job Satisfaction and Organizational Commitment in Banking Sector of Lahore Pakistan. International Journal of Business and Social Science. Volume 2, No.18, pp. 261-267.
5.Darto, M. 2014. Peran Organizational Citizenship Behaviour (OCB) dalam Peningkatan Kinerja Individu di Sektor Publik: sebuah analisa teoretis dan empiris , Jurnal Borneo Administrator,Vol.1, No.10, 10-33, (Online), (www.google.com ), diakses 12 Maret 2016.
6.Gardner, D.G & Deadrick, D.L. 2008. Underprediction of Performance for US Minorities Using Cognitive Ability Measures. Equals Opportunities International. Vol 27, 455-464.
7.Meilina, Restin. 2016. Pengaruh Karakteristik Pekerjaan, Kepuasan Kerja, dan Komitmen Organisasi Terhadap Organizational Citizenship Behaviour (OCB) Karyawan BRI Kediri. Jurnal Riset Ekonomi dan Bisnis (online) Vol.10, No.1, 61-72, tersedia ( http://ejournal.stiedewantara.ac.id ), diakses 1 Juli 2017.
8.Meilina, Restin. 2017. Optimalisasi Organizational Citizenship Behaviour (OCB) Untuk Meningkatkan Kualitas Pelayanan Publik di Kota Kediri. Makalah disajikan dalam Seminar Nasional Riset Manajemen dan Bisnis, Universitas Muhamadiyah Surakarta, Surakarta: 24 Mei 2017.
9.Puspitawati, Ni Made Dwi. 2013, Kepuasan Kerja dan Komitmen Organisasional: Pengaruhnya Terhadap Kualitas Layanan Hotel Bali Hyatt Sanur, Tesis (Online).Tersedia (www.unud.ac.id). Denpasar: Universitas Udayana.
10. Rudyanto, Ricky. 2012. Pengaruh Organizational Citizenship Behaviour (OCB) Pada Kualitas Layanan, Kepuasan Pelayanan, dan Kinerja (Studi pada Karyawan dan Pasien Rumah Sakit Islam Kustati Surakarta). Skripsi Universitas Sebelas Maret Surakarta, Surakarta (Online). (digilib@uns.ac.id), diakses 7 April 2016.
11.Sopiah. 2008. Perilaku Organisasi. Yogyakarta: Andi
12.Sugiyono. 2015. Metode Penelitian Kuantitatif, Kualitatif, R&D. Bandung: Alfabeta.
13.Surachmad. 2010. Pengaruh Organizational Citizenship Behaviour (OCB) Terhadap Service Quality dan Dampaknya Pada Kepercayaan Pelanggan di PT Millenium Penata Futures Surabaya. Skripsi Universitas Pembangunan Nasional (UPN) Veteran, Surabaya
14.Tranggono & Kartika. 2008. Pengaruh Komitmen Organisasional dan Profesional Terhadap Kepuasan Kerja Auditor dengan Motivasi Sebagai Variabel Intervening, (Online). Jurnal Bisnis dan Ekonomi (JBE) Vol. 15, No.1. (www.google.com ), diakses 10 September 2014.
15.Undang-Undang Republik Indonesia No. 5 tahun 2014 Tentang Aparatur Sipil Negara. Kementrian Agraria dan Tata Ruang Badan Pertanahan Nasional (online). Tersedia (www.bpn.go.id ) diakses 20 juli 2017.
16.Wirawan. 2013. Kepemimpinan :Teori, Psikologi, Perilaku Organisasi, Aplikasi dan Penelitian . Jakarta : RajaGrafindo Persada.
Downloads
Published
How to Cite
Issue
Section
License
Jurnal Ilmiah Bisnis dan Ekonomi Asia is Open Access which means makes all of the content of the article in this journal available for free to the public. Any part of the manuscripts in this journal can be downloaded, shared, mixed, reused, and processed by the public. However, they should acknowledge the author and share with the same license selected by the journal manager.
