Antecedent Organizational Citizenship Behavior and Service Quality for Private Higher Education Administrative Personnel in Indonesia

Abstract

This study aims to determine the antecedents of Organizational Citizenship Behavior and Service Quality at Private Universities in North Sumatra. This study uses an explanatory research approach, which aims to explain the causal relationship between the research variables and the testing hypothesis. The population in this study were all administrative employees from the 5 best private Islamic tertiary institutions in North Sumatra and the sample size in this study was 200 administrative employees from PTS in North Sumatra. The data analysis method used in this study is factor analysis and the Structural Equation Model. The results of the study show that work ethics, organizational commitment, motivation and organizational justice have a significant positive effect on organizational citizenship behavior.Organizational Citizenship Behavior has a significant positive effect on Service Quality at Private Universities in North Sumatra.