The influence of morale and the commitment of administration staff towards organizational citizenship behavior and its impact towards service quality performances at private university in Indonesia

Djati, Sundring Pantja and Adiwijaya, Michael (2009) The influence of morale and the commitment of administration staff towards organizational citizenship behavior and its impact towards service quality performances at private university in Indonesia. Jurnal Manajemen dan Kewirausahaan, 11 (1). 20 - 30. ISSN 1411 - 1438

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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 employee at private universities in Surabaya which have students more than 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 students, which are delivered by the administration staff at private universities in Surabaya is good. The OCB, the morale, and the commitment of administrative staff at private universities in Surabaya are good enough. Moreover, the morale and the commitment of the employee have significant influence towards OCB which later also influence the service quality performances.

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