PENGARUH IKLIM ORGANISASI,KOMITMEN ORGANISASIONAL, DAN ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) TERHADAP KUALITAS LAYANAN PADA UNIVERSITAS KRISTEN INDONESIA

EDISON SIREGAR, . (2020) PENGARUH IKLIM ORGANISASI,KOMITMEN ORGANISASIONAL, DAN ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) TERHADAP KUALITAS LAYANAN PADA UNIVERSITAS KRISTEN INDONESIA. Doktor thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh iklim organisasi, komitmen organisasional, dan OCB terhadap kualitas layanan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survey dan analisis jalur yang digunakan dalam pengujian hipotesis. Penelitian ini dilakukan di Universitas Kristen Indonesia dengan sampel 150 karyawan yang dipilih dari 243 orang karyawan melalui simple random sampling. Hasil penelitian ini adalah: (1) ada pengaruh langsung positif iklim organisasi terhadap kualitas layanan, (2) ada pengaruh langsung positip komitmen organisasional terhadap kualitas layanan, (3) ada pengaruh langsung positip OCB terhadap kualitas layanan, (4) ada pengaruh langsung positip iklim organisasi terhadap OCB, (5) ada pengaruh langsung positip komitmen organisasi terhadap OCB, (6) ada pengaruh tidak langsung positip iklim organisasi terhadap kualitas layanan melalui OCB, dan (7) ada pengaruh tidak langsung positip komitmen organisasional terhadap kualitas layanan melalui OCB. Oleh karena itu, dapat disimpulkan bahwa kualitas layanan dipengaruhi oleh variabel seperti iklim organisasi, komitmen organisasional, dan OCB. Kebaruan dalam penelitian (1) dibandingkan dengan penelitian-penelitian sebelumnya, variabel-variabel yang diteliti secara parsial ada kesamaan namun secara simultan dengan menganalisa pengaruh tidak langsung iklim organisasi dan komitmen organisasional terhadap kualitas layanan melalui organizational citizenship behavior sebagai variabel intervening belum ada penelitian yang sama dengan penelitian ini, dan (2) belum pernah ada penelitian serupa di Universitas Kristen Indonesia yang menggunakan variabel iklim organisasi, komitmen organisasional, organisational citizenship behavior, dan kualitas layanan. This study aim at determine and analyze the effect of organization climate, organizational commitment, and organizational citizenship behavior towards service quality. The research used quantitative approach with survey method and path analysis applied in testing hypothesis. The study was conducted at Christian University of Indonesia with sample of 150 from 243 employees selected throught simple random sampling. The research found: (1) there is positip direct effect of organization climate towards service quality, (2) there is positip direct effect of organizational commitment towards service quality, (3) there is positip direct effect of organizational citizenship behavior towards service quality, (4) there is positip direct effect of organization climate towards organizational citizenship behavior, (5) there is positip direct effect of organizational commitment towards organizational citizenship behavior, (6) there is an indirect positip effect of organization climate towards service quality throught organizational citizenship behavior, and (7) there is an indirect positip effect of organization commitment towards service quality throught organizational citizenship behavior. Therefore, it can be concluded that the service quality is influenced by variables such as organization climate, organizational commitment, and organizational citizenship behavior. The novelty in research (1) compared to previous studies, the variables studied were partially similar in common but simultaneously by analyzing the indirect effect of organizational climate and organizational commitment to service quality through organizational citizenship behavior as an intervening variable there were no similar studies with this research, and (2) there has never been a similar study at the Indonesian Christian University that uses organizational climate variables, organizational commitment, organizational citizenship behavior, and service quality

Item Type:	Thesis (Doktor)
Additional Information:	1). Prof. Dr. Muchlis R. Luddin, M.A ; 2). Prof. Dr. Thomas Suyatno, M.M
Subjects:	Manajemen > Manajemen Sumber Daya Manusia
Divisions:	PASCASARJANA > S3 Ilmu Manajemen
Depositing User:	Users 2592 not found.
Date Deposited:	21 Apr 2020 14:07
Last Modified:	21 Apr 2020 14:07
URI:	http://repository.unj.ac.id/id/eprint/6634

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