The Effect of Motivation, Commitment Toward Service Quality through Organizational Citizenship Behavior As Intervening Variable

Abstract

A nurse’s service quality known as the way that the M. Zein hospital of Painan to get success for giving huge contribution to people and the organization itself which aimed to go to the final purpose of service like improving the income of South Coast’s district. There are many factors influencing service quality such as organizational citizenship behavior ( OCB ), motivation and commitment. This research aims to investigate the effect of motivation and commitment on OCB continued by the effect of motivation and commitment on service quality. It also explores the effect of OCB on service quality. Thus the effect of motivation and commitment on service quality through OCB as intervening. In addition, object of this study is nurses of M. Zein hospital of Painan at south coast with 106 samples. The data analysis used in hypothesis is structural equation model (SEM). Thus, result of the study indicates that motivation and commitment have positively significant effect on organizational citizenship behavior and service quality. Further, OCB has positive and significant effect on service quality. In contrast to previous hypothesis, the hypothesis 6 and 7 are rejected by its coefficient of level influence. Hopefully for the next researcher to study another variable by using different method with it had done.

Key words : motivation, commitment, organizational citizenship behavior, service quality