PERANAN ORGANIZATIONAL CITIZENSHIP BEHAVIOR DALAM MEMEDIASI PENGARUH KEPUASAN PEGAWAI DAN PRAKTIK MANAJEMEN SUMBER DAYA MANUSIA TERHADAP KUALITAS PELAYANAN HOTEL BINTANG LIMA DI JAKARTA PUSAT

Dewani Hapsari

Abstract


The purpose of this research is to propose a model which organizational citizenship behavior and job
performance mediate the influence of job satifaction and human resources management practices
toward service quality at Grand Sahid Jaya Jakarta.
The conceptual framework consists of the following constructs : job satisfaction, human resources
management practices, organizational citizenship behavior, job performance, and service quality.
Moreover, four hypotheses were developed and tested. Instrument test of validity and reliability
were used to test the validity of the measures, while multiple regression from Statistical Package for
Social Science (SPSS) was used in hypotheses testing. Data were collected from Grand Sahid Jaya
employee, Jakarta.
The objectives of this research is to analyze the job satisfaction influence organizational citizenship
behavior at Grand Sahid Jaya Jakarta, analyze the human resources practices toward organizational
citizenship behavior, analyze the organizational citizenship behavior influence job performance and
analyze job performance influence service quality at Grand Sahid Jaya Jakarta
The result indicate that all hypothesis was supported, indicated that job satisfaction have significant
influence toward organizational citizenship behavior, human resources practices have significant
influence toward organizational citizenship behavior, organizational citizenship behavior have
significant influence toward job performance and job performance have significant influence toward
service quality
Keywords : Service quality, organizational citizenship behavior, job performance, job satisfaction,
human resources management practices,

Keywords


Service quality, organizational citizenship behavior, job performance, job satisfaction, human resources management practices

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DOI: http://dx.doi.org/10.25105/jmpj.v3i1.478

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