Organizational Citizenship Behavior (Ocb), Service Quality, and Patient Satisfaction: a Case Study of the Nurses in Private Hospitals of Surabaya

Thomas Stefanus Kaihatu • Sundring Pantja Djati
Journal article MIX: Jurnal Ilmiah Manajemen • 2016

Download full text
(English, 15 pages)


. As a distinctive employee behavior, organizational citizenship behavior(OCB) plays an important role in shaping the quality of service provided by nurses tofurther enhance the feeling of satisfaction experienced by customers. This researchaims to explain the relationship between OCB, service quality, and patient satisfactionin hospital setting. We use the perception of costumers in explaining the threeconstructs used in this research. The respondents are 30 full time nurses and 100hospital inpatients of private hospitals (63.29% response rate) in private hospitals inSurabaya. SEM-PLS is used for the data analysis, yielding results that OCB haspositive and significant relationship towards service quality, and service quality haspositive and significant relationship towards customer satisfaction. Thus, the resultsconfirm previous researchers' findings. Future research direction is advised as therelationship between service quality and customer satisfaction is found to besignificantly weaker than previous researchers' results.




MIX: Jurnal Ilmiah Manajemen

MIX: Jurnal Ilmiah Manajemen adalah jurnal ilmiah bidang studi manajemen organisasi, pemasaran, d... see more