THE INFLUENCE OF PERCEIVED ORGANIZATIONAL SUPPORT AND TRANSFORMATIONAL LEADERSHIP ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR AND ITS IMPACT ON THE PERFORMANCE OF SERVICE QUALITY IN THE MINISTRY OF MARITIME AFFAIRS AND FISHERIES
Afzil Ramadian, Hamidah, Agung Dharmawan Buchdadi

UNIVERSITAS NEGERI JAKARTA

Abstract

This study aims to analyze the effect of perceived organizational support and transformational leadership on organizational citizenship behavior and its impact on the performance of service quality in the Ministry of Maritime Affairs and Fisheries. The number of respondents used was 225 employees who were selected based on the opinion of Hair et al. (2010) on the number of samples using SEM. The distribution of questionnaires was carried out by giving questionnaires directly to the employees. This study used Quantitative research methods with a causal relationship approach. This method was done by collecting data, testing the data, and getting the results of the causal relationship between the variables of perceived organizational support and transformational leadership on organizational citizenship behavior and its impact on the performance of service quality in the Ministry of Maritime Affairs and Fisheries. Data analysis in this study used Structural Equation Modeling (SEM) by using Lisrel 8.8 software which aims to test the hypothesis in this study.

The results showed that perceived organizational support and transformational leadership individually or collectively had a positive and significant effect on organizational citizenship behavior of employees in the Ministry of Maritime Affairs and Fisheries. Perceived organizational support, transformational leadership, and organizational citizenship behavior individually or collectively had a positive and significant effect on the performance of the service quality of employees at the Ministry of Marine Affairs and Fisheries. Meanwhile, the results of the direct and indirect effect test showed that organizational citizenship behavior acts as full mediating where perceived organizational support and transformational leadership can improve service quality performance if the employees in the Ministry of Marine Affairs and Fisheries had organizational citizenship behavior.

Keywords: perceived organizational support, transformational leadership, organizational citizenship behavior, service quality performance

Topic: Humanity and Social Science