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The Influence of the Morale and the Commitment of Administration Staff Towards the Organizational Citizenship Behavior and its Impact Towards Service Quality Performance at Private Universities in Surabaya-Indonesia

Journal of Management and Entrepreneurship

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Title The Influence of the Morale and the Commitment of Administration Staff Towards the Organizational Citizenship Behavior and its Impact Towards Service Quality Performance at Private Universities in Surabaya-Indonesia
 
Creator Djati, S. Pantja
Adiwijaya, Michael
 
Subject —
morale, commitment, organizational citizenship behavior, quality of services performances
 
Description The purposes of this research are to analyze the influence of the employee morale and the commitment towards the Organizational Citizenship Behavior (OCB) and its influence towards the quality of service performances. The population of this research is divided into two parts, firstly the administrative employees at private universities in Surabaya which have students over 5000 and secondly the students who are being serviced or had been serviced directly by the administrative employees. The research findings revealed that the quality of services for student, which are delivered by the administration staffs at private universities in Surabaya, is good. The OCB, the morale and the commitment of administrative staffs at private universities in Surabaya are good enough. Moreover, the moral and the commitment of the employees have significant influence towards OCB which later also influence the service quality performances.
 
Publisher Institute of Research and Community Outreach - Petra Christian University
 
Contributor —
 
Date 2009-12-11
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
application/pdf
 
Identifier http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/17741
10.9744/jmk.11.1.pp. 20-30
 
Source Jurnal Manajemen dan Kewirausahaan; Vol 11, No 1 (2009): MARCH 2009; pp. 20-30
1411-1438
 
Language eng
 
Relation http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/17741/17662
http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/17741/17670
 
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