Open AccessPERANAN ORGANIZATIONAL CITIZENSHIP BEHAVIOR DALAM MEMEDIASI PENGARUH KEPUASAN PEGAWAI DAN PRAKTIK MANAJEMEN SUMBER DAYA MANUSIA TERHADAP KUALITAS PELAYANAN HOTEL BINTANG LIMA DI JAKARTA PUSAT
Author(s) -
Dewani Hapsari
Publication year - 2010
Publication title -
jurnal manajemen dan pemasaran jasa
Language(s) - English
Resource type - Journals
eISSN - 2442-9732
pISSN - 0216-3780
DOI - 10.25105/jmpj.v3i1.478
Subject(s) - organizational citizenship behavior , job satisfaction , job performance , organizational commitment , psychology , human resources , service quality , citizenship , human resource management , quality (philosophy) , service (business) , business administration , business , contextual performance , job attitude , social psychology , management , knowledge management , political science , marketing , computer science , law , philosophy , epistemology , politics , economics
The purpose of this research is to propose a model which organizational citizenship behavior and jobperformance mediate the influence of job satifaction and human resources management practicestoward service quality at Grand Sahid Jaya Jakarta.The conceptual framework consists of the following constructs : job satisfaction, human resourcesmanagement practices, organizational citizenship behavior, job performance, and service quality.Moreover, four hypotheses were developed and tested. Instrument test of validity and reliabilitywere used to test the validity of the measures, while multiple regression from Statistical Package forSocial Science (SPSS) was used in hypotheses testing. Data were collected from Grand Sahid Jayaemployee, Jakarta.The objectives of this research is to analyze the job satisfaction influence organizational citizenshipbehavior at Grand Sahid Jaya Jakarta, analyze the human resources practices toward organizationalcitizenship behavior, analyze the organizational citizenship behavior influence job performance andanalyze job performance influence service quality at Grand Sahid Jaya JakartaThe result indicate that all hypothesis was supported, indicated that job satisfaction have significantinfluence toward organizational citizenship behavior, human resources practices have significantinfluence toward organizational citizenship behavior, organizational citizenship behavior havesignificant influence toward job performance and job performance have significant influence towardservice qualityKeywords : Service quality, organizational citizenship behavior, job performance, job satisfaction,human resources management practices,