The effect of emotional intelligence and organizational commitment on service quality mediated by organizational citizenship behaviour

Safitri, Rini and Oktaviana, Dilla (2023) The effect of emotional intelligence and organizational commitment on service quality mediated by organizational citizenship behaviour. Jurnal Ilmu Manajemen Advantage, 7 (1). pp. 39-51. ISSN 2597-8888

Text 16831.pdf - Published Version Available under License Creative Commons Attribution Non-commercial. Download (420kB)

Abstract

This study aims to determine the effect of emotional intelligence and organizational commitment on service quality with organizational citizenship behaviour as a mediation variable. This study is located on BPJS Kesehatan KC Pekalongan, with a total population amounted 75 employees, and the sample is about 40 employees. The sampling technique in this study uses judgment sampling. The analysis technique used path analysis with SPSS 25 as a hypothesis testing tool. The study found that emotional intelligence significantly affects organizational citizenship behaviour. However, organizational commitment hasn’t a significant effect on organizational citizenship behaviour because employees who have a high level of organizational commitment do not always mean that these employees also exhibit OCB behavior. Emotional intelligence, organizational commitment, and organizational citizenship behaviour significantly affect service quality.

Item Type:	Journal Article
Keywords:	emotional intelligence; organizational commitment; organizational citizenship behavior; service quality
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150305 Human Resources Management 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150310 Organisation and Management Theory 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150311 Organisational Behaviour
Divisions:	Faculty of Economics > Department of Management
Depositing User:	Rini Rini Safitri
Date Deposited:	20 Nov 2023 19:55

Downloads

Origin of downloads

Actions (login required)

View Item