The Effect of Job Satisfaction, Organizational Commitment, and Organizational Citizenship Behavior on Turnover Intention in the Tourism Management and Environmental Sector in Minahasa Regency-North Sulawesi-Indonesia

Abstract

Purpose: Exploration of a number of aspects of attitudes and behavior as measurement instruments for employee turnover intention , which are specifically described as follows; 1) Testing the influence of aspects of attitudes and behavior (job satisfaction, organizational commitment, and extra-role behavior) which have a direct effect on turnover intention of tourism sector workers, 2) Testing the influence of job satisfaction which has a significant effect on organizational commitment of tourism sector workers, 3 ) Testing the effect of job satisfaction has a significant effect on the extra role behavior of tourism sector workers, 4) Testing the effect of job satisfaction has a significant effect on turnover intention of tourism sector workers, 5) Testing the effect of organizational commitment has no effect on the extra role behavior of tourism sector workers, 6 )Testing the effect of organizational commitment has a significant effect on turnover intention of tourism sector workers, 7)Testing the effect of job satisfaction has no indirect effect on extra role behavior through organizational commitment, 8)Testing the effect of job satisfaction has a significant indirect effect on turnover intention through commitment organization, 9) Testing the effect of job satisfaction has a significant indirect effect on turnover intention through extra role behavior, 10) Testing the effect of organizational commitment has an indirect effect on turnover intention through extra role behavior, and 11) Testing the effect of job satisfaction has an indirect effect on turnover intention through organizational commitment and extra role behavior. Method: This study, in terms of its type, is an explanatory study with a quantitative method approach, using the framework of hypothesis testing, which is exploratory and associative in nature, which aims to explore instruments for measuring job satisfaction, organizational commitment, and extra-role behavior, as well as testing their influence on turnover intention. The population in this research are workers in the Tourism Sector such as accommodation businesses, travel agencies and other service businesses. For the sampling technique, there were 168 participants who worked in the tourism sector, such as: accommodation and lodging services, travel services, restaurants, bars and catering, entertainment and recreation services, as well as other service businesses in tourism areas and/or areas that have tourist attraction. Testing the effect will use the structural equation model - partial Least Squares (SEM-PLS). Results and conclusion: Testing the path coefficient in the structural model shows that the hypothesis that job satisfaction influences organizational commitment and Organizational Citizenship Behavior and Turnover Intention is acceptable. In contrast, the hypnotic influence of organizational commitment on extra-role behavior is rejected, but the hypothesis of the influence of organizational commitment on turnover intention is accepted. Testing the indirect effect shows that the hypothesis of job satisfaction influencing extra-role behavior through organizational commitment is rejected, while the hypothesis of the influence of job satisfaction on turnover intention through organizational commitment is accepted. The hypothesis of the influence of job satisfaction on turnover intention through extra-role behavior is accepted. Likewise, the hypothesis regarding the influence of organizational commitment on turnover intention through extra-role behavior is rejected, as well as the influence of job satisfaction on turnover intention through organizational commitment and extra-role behavior is rejected. Research implications: The tourism sector is the object of research because this sector is one of the sectors that contributes to the economy of the people of North Sulawesi. The phenomenon of turnover instruction in the service sector, especially the Tourism Sector, is largely determined by their attitudes and behavior, such as: job satisfaction, organizational commitment, and extra role behavior and has an impact on the environment and local wisdom of the community in Minahasa Regency, North Sulawesi Province, Indonesia. Originality/value: Tourism sector business actors such as: accommodation and lodging services businesses and travel services businesses: tourist transportation services, tourist travel services, agents and/or travel agencies, catering services providing food and drinks: restaurants, bars and catering, services accommodation, entertainment and recreation services, meeting organizers, tourist guide information services, water services, spa services, and other service businesses in tourism areas and/or areas that have tourist attractions need to pay attention to all aspects of local wisdom related to attitudes and behavior. workers, including: job satisfaction, organizational commitment, and extra role behavior because they influence the turnover intention of tourism sector workers in Minahasa Regency, North Sulawesi Province, Indonesia.

How stress and satisfaction influence customer service quality in banking industry

“…In relation with organizational commitment, a worker's satisfaction reveals a positive working attitude [ 47 , 48 ] whereas organizational commitment underscores an employee's positive attitudes indicating a continuous support to his or her organization [ 16 ]. The concepts between satisfaction and commitment seem to be in similar directions.…”

“…The long-term effects of job stress can deteriorate bank employees' ability to work; thus, it leads to high anxiety among bank employees who in turn are no longer to demonstrate not only high commitment to work for their banks but also high capacity to develop better service quality to serve their customers' needs. Thus, job stress has to be minimized to prevent such consequences to organizations [ 16 ], particularly banks. Furthermore, the indirect impact of job satisfaction on developing customer service quality in banking industry cannot be ignored.…”

“…Thus, organizations must reduce job stress among their employees. Similarly, job satisfaction also influences both organizational commitment [ 16 ] and customer service quality [ 17 ]. Promoting high job satisfaction to employees can enhance individuals’ desires and enthusiasts which make all individual employees to engage with their duties so that overall work results can be enhanced.…”