AN EMPIRICAL ANALYSIS OF EMPLOYEE ENGAGEMENT AND ORGANIZATIONAL CITIZENSHIP BEHAVIOUR: A CASE STUDY OF THE ASSAM STATE TRANSPORT CORPORATION

Abstract

Employee engagement has emerged as a pivotal factor influencing the performance and sustainability of organizations, especially in the public sector, where resources and motivation often present unique challenges. This study investigates the intricate relationship between employee engagement and Organizational Citizenship Behavior (OCB) within the Assam State Transport Corporation (ASTC), a key public service provider in India's northeastern region. The research explores how varying levels of engagement among employees can significantly impact their willingness to go beyond their formal job requirements, thereby contributing to the organization's overall effectiveness and service delivery. By conducting a thorough analysis that incorporates both quantitative and qualitative data, the study aims to identify the key drivers of employee engagement within ASTC and how these factors correlate with the exhibition of OCB.From an economic perspective, this research holds significant value. By enhancing employee engagement, ASTC can potentially reduce operational inefficiencies, lower turnover rates, and decrease the costs associated with recruitment and training. Furthermore, higher levels of OCB among employees can lead to improved service delivery and customer satisfaction, which are likely to enhance the corporation's reputation and, in turn, increase ridership and revenue. The study also suggests that a more engaged workforce can encourage innovation and continuous improvement, contributing to the long-term economic sustainability of ASTC. The findings of this research are expected to shed light on the critical role of employee engagement in encouraging a culture of proactive, voluntary behavior that extends beyond the call of duty. This, in turn, is anticipated to result in improved organizational outcomes, including higher efficiency, better customer service, and enhanced job satisfaction among employees. Ultimately, the study aims to provide ASTC's management with actionable insights that can be used to develop targeted strategies for boosting employee engagement and promoting OCB, thereby contributing to the long-term success and economic sustainability of the organization.