ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB), SERVICE QUALITY, AND PATIENT SATISFACTION: A CASE STUDY OF THE NURSES IN PRIVATE HOSPITALS OF SURABAYA

Abstract

Abstract. As a distinctive employee behavior, organizational citizenship behavior
(OCB) plays an important role in shaping the quality of service provided by nurses to
further enhance the feeling of satisfaction experienced by customers. This research
aims to explain the relationship between OCB, service quality, and patient satisfaction
in hospital setting. We use the perception of costumers in explaining the three
constructs used in this research. The respondents are 30 full time nurses and 100
hospital inpatients of private hospitals (63.29% response rate) in private hospitals in
Surabaya. SEM-PLS is used for the data analysis, yielding results that OCB has
positive and significant relationship towards service quality, and service quality has
positive and significant relationship towards customer satisfaction. Thus, the results
confirm previous researchers’ findings. Future research direction is advised as the
relationship between service quality and customer satisfaction is found to be
significantly weaker than previous researchers’ results.
Keyword: Organizational citizenship behavior, service quality, customer satisfaction
Abstrak. Sebagai sebuah perilaku karyawan yang unik, organizational citizenship
behavior (OCB) memegang peranan penting dalam membentuk kualitas layanan sustersuster
di Rumah Sakit yang nantinya akan meningkatkan kepuasan konsumen.
Penelitian ini bertujuan untuk menjelaskan hubungan antara OCB, kualitas layanan,
dan kepuasan konsumen di setting Rumah Sakit. Persepsi konsumen digunakan dalam
menjelaskan ketiga konstruk dalam penelitian ini. Responden berjumlah 30 suster yang
bekerja penuh waktu dan 100 pasien rumah sakit swasta (63,29% tingkat respon) di
Surabaya. SEM-PLS digunakan untuk menganalisa data, dengan hasil bahwa OCB
memiliki pengaruh positif dan signifikan terhadap kualitas layanan, dan kualitas
layanan berpengaruh positif signifikan terhadap kepuasan pelanggan. Hasil ini
mengkonfirmasi penelitian-penelitian terdahulu. Saran untuk penelitian selanjutnya
dijelaskan lebih lanjut karena hubungan kualitas layanan dan kepuasan pelanggan
ditemukan jauh lebih lemah daripada hasil peneliti-peneliti terdahulu.