DOI: https://doi.org/10.9744/jmk.11.1.pp.%2020-30

The Influence of the Morale and the Commitment of Administration Staff Towards the Organizational Citizenship Behavior and its Impact Towards Service Quality Performance at Private Universities in Surabaya-Indonesia

S. Pantja Djati, Michael Adiwijaya

Abstract


The purposes of this research are to analyze the influence of the employee morale and the commitment towards the Organizational Citizenship Behavior (OCB) and its influence towards the quality of service performances. The population of this research is divided into two parts, firstly the administrative employees at private universities in Surabaya which have students over 5000 and secondly the students who are being serviced or had been serviced directly by the administrative employees. The research findings revealed that the quality of services for student, which are delivered by the administration staffs at private universities in Surabaya, is good. The OCB, the morale and the commitment of administrative staffs at private universities in Surabaya are good enough. Moreover, the moral and the commitment of the employees have significant influence towards OCB which later also influence the service quality performances.

Keywords


morale, commitment, organizational citizenship behavior, quality of services performances

Full Text:

PDF () PDF


DOI: https://doi.org/10.9744/jmk.11.1.pp.%2020-30



The Journal is published by Management Study Program, Faculty of Business and Economics, Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of Research, Technology and Higher Education of the Republic of Indonesia.

©All right reserved 2016.Jurnal Manajemen dan Kewirausahaan, ISSN: 1411-1438, e-ISSN: 2338-8234

web stats
View My Stats