Conscientiousness dan Courtesy Menjadi Faktor Penentu Organizational Citizenship Behavior

Dwinta Mulyanti

Sari


Pelayanan dalam industri jasa merupakan faktor penting, khususnya bagi rumah sakit yang berhubungan langsung dengan pasien. Kualitas sumber daya manusia sebagai ujung tombak dari pelayanan sejatinya menjadi hal penting bagi kelangsungan rumah sakit dalam jangka panjang. Merunut pada hal tersebut, tujuan penelitian ini adalah untuk mengkaji faktor-faktor yang membangun organizational citizenship behavior pada karyawan. Lokasi penelitian adalah pada Rumah Sakit Dustira. Penelitian ini dilakukan dengan survei pada 176 responden yang merupakan karyawan kontrak pada Rumah Sakit Dustira. Data kuantitatif yang diperoleh diuji menggunakan SPSS untuk mengetahui faktor-faktor dominan yang membangun organizational citizenship behavior. Temuan penelitian menunjukkan bahwa faktor conscientiousness dan courtesy menjadi faktor yang paling dominan diantara faktor lain dalam membangun organizational citizenship behavior. Penelitian ini berguna untuk industri jasa kesehatan guna meningkatkan mutu layanan bagi pasien

Kata Kunci


Organizational Citizenship Behavior

Referensi


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DOI: http://dx.doi.org/10.31599/jki.v18i3.316

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