ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB), SERVICE QUALITY, AND PATIENT SATISFACTION: A CASE STUDY OF THE NURSES IN PRIVATE HOSPITALS OF SURABAYA

Autor: Thomas Stefanus Kaihatu, Sundring Pantja Djati
Jazyk: English<br />Indonesian
Rok vydání: 2016
Předmět:
Zdroj: MIX: Jurnal Ilmiah Manajemen, Vol 6, Iss 2 (2016)
Druh dokumentu: article
ISSN: 2088-1231
2460-5328
Popis: Abstract. As a distinctive employee behavior, organizational citizenship behavior (OCB) plays an important role in shaping the quality of service provided by nurses to further enhance the feeling of satisfaction experienced by customers. This research aims to explain the relationship between OCB, service quality, and patient satisfaction in hospital setting. We use the perception of costumers in explaining the three constructs used in this research. The respondents are 30 full time nurses and 100 hospital inpatients of private hospitals (63.29% response rate) in private hospitals in Surabaya. SEM-PLS is used for the data analysis, yielding results that OCB has positive and significant relationship towards service quality, and service quality has positive and significant relationship towards customer satisfaction. Thus, the results confirm previous researchers’ findings. Future research direction is advised as the relationship between service quality and customer satisfaction is found to be significantly weaker than previous researchers’ results. Keyword: Organizational citizenship behavior, service quality, customer satisfaction Abstrak. Sebagai sebuah perilaku karyawan yang unik, organizational citizenship behavior (OCB) memegang peranan penting dalam membentuk kualitas layanan sustersuster di Rumah Sakit yang nantinya akan meningkatkan kepuasan konsumen. Penelitian ini bertujuan untuk menjelaskan hubungan antara OCB, kualitas layanan, dan kepuasan konsumen di setting Rumah Sakit. Persepsi konsumen digunakan dalam menjelaskan ketiga konstruk dalam penelitian ini. Responden berjumlah 30 suster yang bekerja penuh waktu dan 100 pasien rumah sakit swasta (63,29% tingkat respon) di Surabaya. SEM-PLS digunakan untuk menganalisa data, dengan hasil bahwa OCB memiliki pengaruh positif dan signifikan terhadap kualitas layanan, dan kualitas layanan berpengaruh positif signifikan terhadap kepuasan pelanggan. Hasil ini mengkonfirmasi penelitian-penelitian terdahulu. Saran untuk penelitian selanjutnya dijelaskan lebih lanjut karena hubungan kualitas layanan dan kepuasan pelanggan ditemukan jauh lebih lemah daripada hasil peneliti-peneliti terdahulu.
Databáze: Directory of Open Access Journals
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