PENGARUH AFFECTIVE COMMITMENT TERHADAP SERVICE QUALITY MELALUI ORGANIZATIONAL CITIZENSHIP BEHAVIOR SEBAGAI VARIABEL MEDIASI DI DEPOT 369

Caroline Octavia Wijaya(1*), Lelita Jeanny Gunady(2), Endo wijaya Kartika(3), Hanjaya Siaputra(4),


(1) 
(2) 
(3) 
(4) 
(*) Corresponding Author

Abstract


Penelitian ini difokuskan pada Affective Commitment, Organizational Citizenship Behavior, Service Quality dimana penelitian ini digunakan untuk mengetahui pengaruh Organizational Citizenship Behavior terhadap Affective Commitment dan Service Quality di Depot 369 Surabaya. Populasi dalam penelitian ini adalah semua karyawan service dari Depot 369 Surabaya dengan menggunakan teknik sensus dengan populasi. Penelitian ini menggunakan software Smart PLS. Hasil analisa yang diperoleh menunjukkan bahwa Affective Commitment berpengaruh signifikan kepada Organizational Citizenship Behavior, Organizational Citizenship Behavior berpengaruh signifikan kepada Service Qualilty, Affective Commitment tidak berpengaruh signifikan terhadap Service Quality, Organizational Citizenship Behavior merupakan variabel mediasi antara Affective Commitment dengan Service Quality.

Keywords


Affective Commitment, Organizational Citizenship Behavior, Service Quality.

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References


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