Impact of Organizational Citizenship Behavior on Perceived Service Quality in Hotel Industry

Abstract

Though the prior studies have examined the service quality and organizational citizenship behavior in hotel industry, limited understanding exists on how the service quality could be enhanced by effective organizational citizenship behavior (OCB) of customer-contact employees of unclassified hotels. This study concerns about how OCB of customer-contact employees would impact the perceived quality of the customers. Accordingly, it is endeavored to empirically examine the impact OCB of customer contact employees on the service quality in hotel industry. A total of 70 unclassified hotels were selected randomly from the Southern Province, Sri Lanka. The sample consisted of 215 customer-contact employees and 375 customers of these hotels. Structured questionnaires were administered for data collection. Smart-PLS 3 package was used for running the analysis of SEM. The results indicate that the impact of service oriented organizational citizenship behavior on service quality is statistically significant (β = 0.444, p < 0.01) and it is important to note that service-oriented loyalty on service quality appear to be strong. A conceptual and empirical link between OCB and perceived service quality (SQ) of customers is examined. The critical roles of the customer contact employees in ensuring high level of customer services in hotel industry is established.

The Impact of Organization Citizenship Behavior on Quality Service in Padang Restaurant Jakarta

“…The results of the PLS proved to be OCB as reflected by the indicators: I always share knowledge; I come to work on time; I work according to the norm; I always value visitors; I always speak well with co-workers; I always put in extra effort; and I always save resources to be able to improve the quality of service at Padang restaurants in the Jakarta area. The results of this study support the results of previous studies by [9]; [8] which states that OCB has a positive and significant effect on service quality. This study focuses on the importance of employee behavior serving Padang restaurant diners at the forefront.…”

“…Visvanathan Kandeepan stated that if employees have OCB values, they will improve service quality, but in their research it turns out that OCB has no effect on service quality. Meanwhile, other researchers such as [9] stated that OCB had a positive and significant effect on service quality. Thus, we seek to conduct further research related to the relationship between OCB and customer satisfaction at Padang Restaurants in the Jakarta area.…”

“…If a company wants to improve service quality, then human behavior called OCB is a fundamental element [4] Organizational Citizenship Behavior (OCB) was first introduced by [5] personifying several behaviors that are not forced or stated in an employee's job description. Managers of companies or organizations can develop OCB through positive coaching [6] Studies on OCB related to service quality have been carried out, such as [7], [8], [9]. However, their research results are inconsistent.…”

The Effect Analysis of Organizational Citizenship Behavior on Employee Performance

“…OCB is manifested in various employee actions, including taking on additional work responsibilities, surpassing the minimum job requirements, demonstrating a willingness to tolerate adverse conditions, actively participating in organizational functions, and retaining important information. Employee behavior is considered OCB when it is genuinely voluntary and results in positive outcomes for both individual employees and the organization as a whole, as highlighted by Ratnayaka et al (2020). In service-oriented companies, the importance of OCB becomes even more pronounced, as it proves to be crucial for elevating employee performance, ultimately contributing to heightened customer or client satisfaction, as emphasized by Gunawan et al (2013).…”

Analisis Tingkat Organizational Citizenship Behaviour pada Karyawan Best Western Premier La Grande Hotel Bandung

“…Namun, beberapa penelitian mengatakan bahwa kualitas kinerja dapat dikatakan baik ketika karyawan bukan hanya dapat menyelesaikan pekerjaaan pokoknya (in-role) namun juga pekerjaan di luar pekerjaan pokoknya (extra-role). Perilaku (extrarole) bagi karyawan yang memiliki kontak langsung dengan pelanggan atau tamu dapat mempengaruhi penilaian tentang kualitas pelayanan hotel tersebut, (Ratnayaka, Kumara, & Silva, 2020). Perilaku di luar pekerjaan pokok disebut dengan Organizational Citizenship Behaviour (OCB).…”