KAJIAN LITERATUR: HUBUNGAN IKLIM ORGANISASI, KOMITMEN ORGANISASIONAL, ORGANIZATIONAL CITIZENSHIP BEHAVIOR DAN KUALITAS LAYANAN PENDIDIKAN

Efa Sri Wahyuni; Sukmawati

Efa Sri Wahyuni Program Studi Magister Administrasi Pendidikan FKIP Universitas Tanjungpura
Sukmawati Program Studi Magister Administrasi Pendidikan FKIP Universitas Tanjungpura

Abstrak

ABSTRAK

Organizational Citizenship Behavior (OCB) memiliki hubungan antaralai lain dengan iklim organisasi, komitmen organisasi, perilaku organisasi seseorang dan kualitas layanan. Penelitian ini memiliki tujuan untuk mengetahui hubungan iklim organisasi, komitmen organisasional, organizational citizenship behavior dan kualitas layanan. Jurnal ini menggunakan metode studi kepustakaan sebagai strategi penelitiannya. Temuannya adalah hubungan budaya organisasi berpengaruh positif langsung terhadap kualitas pelayanan. Komitmen organisasi berdampak positif langsung terhadap kualitas pelayanan. Perilaku kewargaan organisasi berdampak positif langsung pada kualitas layanannya. Iklim organisasi berdampak positif langsung terhadap perilaku kewargaan organisasi. Keterlibatan organisasi memiliki efek positif langsung pada perilaku anggota organisasi. Budaya organisasi secara tidak langsung berdampak positif terhadap kualitas pelayanan melalui perilaku sebagai warga organisasi. Keterlibatan organisasi secara tidak langsung berdampak positif terhadap kualitas pelayanan melalui perilaku kewargaan.

Kata Kunci: Iklim, Komitmen, Organisasi, Kualitas Layanan

ABSTRACT

Organizational Citizenship Behavior (OCB) has a relationship among others with organizational climate, organizational commitment, one's organizational behavior and service quality. This study aims to determine the relationship between organizational climate, organizational commitment, organizational citizenship behavior and service quality. This journal uses the library research method as its research strategy. The finding is that organizational culture has a direct positive effect on service quality. Organizational commitment has a direct positive impact on service quality. Organizational citizenship behavior has a direct positive impact on the quality of its services. Organizational climate has a direct positive impact on organizational citizenship behavior. Organizational involvement has a direct positive effect on the behavior of organizational members. Organizational culture indirectly has a positive impact on service quality through behavior as organizational citizens. Organizational involvement indirectly has a positive impact on service quality through civic behavior.

Keyword: Climate, Commitment, Organization, Service Quality