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
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.
Author: S. Pantja Djati and
Michael Adiwijaya
Journal Code: jpmanajemengg090010
