The Effect of Emotional Intelligence and Organizational Commitment on Service Quality Mediated by Organizational Citizenship Behaviour

Oktaviana, Dilla and Safitri, Rini (2023) The Effect of Emotional Intelligence and Organizational Commitment on Service Quality Mediated by Organizational Citizenship Behaviour. Jurnal Ilmu Manajemen Advantage. ISSN 2597-8888

Text 1002-Article Text-4513-3-10-20230627.pdf Download (420kB)

Abstract

The number of JKN participants continues to increase because of the presidential Instruction No. 1/2022 so BPJS Kesehatan as an agency engaged in services must be able to provide the best service to those who need these services. This study aims to determine the effect of emotional intelligence and organizational commitment on service quality with organizational citizenship behavioras 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 behavior. However, organizational commitment hasn’t a significant effect on organizational citizenship behaviorbecause 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 behaviorsignificantly affect service quality.

Item Type:	Journal Article
Keywords:	Emotional Intelligence, Organizational Commitment, Organizational Citizenship Behavior, Service Quality
Subjects:	14 ECONOMICS > 1401 Economic Theory 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management
Divisions:	Faculty of Economics > Department of Management
Depositing User:	Rini Rini Safitri
Date Deposited:	04 Jun 2024 13:50

Downloads

Origin of downloads

Actions (login required)

View Item