Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company

Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company

The main purpose of this study is to identify the determinants factors of the organizational citizenship behavior in the service sector among Telekom Malaysia Kedah and Perlis employees. This study will determine the factors that affect attitudes of workers in the organization in providing services...

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Main Author: Noor Hasnini, Kadim
Format: Thesis
Language:eng
eng
Published: 2018
Subjects:
HD58.7 Organizational Behavior.
Online Access:https://etd.uum.edu.my/7388/1/s821703_01.pdf
https://etd.uum.edu.my/7388/2/s821703_02.pdf
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id my-uum-etd.7388
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Adam, Mohamad Zainol Abidin
Othman, Maha Mohammed Yusr
topic HD58.7 Organizational Behavior.
spellingShingle HD58.7 Organizational Behavior.
Noor Hasnini, Kadim
Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company
description The main purpose of this study is to identify the determinants factors of the organizational citizenship behavior in the service sector among Telekom Malaysia Kedah and Perlis employees. This study will determine the factors that affect attitudes of workers in the organization in providing services beyond their core responsibilities. Organizational citizenship behavior is a very important topic to be discussed as most of the employees whether in the government or private sector have been widely used it for task that beyond their responsibilities. The behavior of organizational citizenship in the services sector is a very important issues due to high demand in fulfill customer satisfaction. Every employees that are involved in the service sector needs to perform additional tasks beyond what is specified in the contract. Expected factors such as job satisfaction, motivation, job-related knowledge, organizational support, and organizational justice are essential to understand as all of these factors will affect the behavior of employees when performing services to the organization. In this study, data was collected through a quesionnaire survey from 254 respondents using simple random sampling method. The results suggested that job satisfaction, motivation, jobrelated knowledge, organization support, and organization justice had a significant relationship with service-oriented OCB. In addition, it was found that job-related knowledge is the most influential factor that contribute to service-oriented organizational citizenship behavior. In conclusion, organization should determine ways to increase employees’ service-oriented OCB so that they deliver excellent services.
format Thesis
qualification_name masters
qualification_level Master's degree
author Noor Hasnini, Kadim
author_facet Noor Hasnini, Kadim
author_sort Noor Hasnini, Kadim
title Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company
title_short Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company
title_full Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company
title_fullStr Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company
title_full_unstemmed Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company
title_sort determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company
granting_institution Universiti Utara Malaysia
granting_department School of Business Management
publishDate 2018
url https://etd.uum.edu.my/7388/1/s821703_01.pdf
https://etd.uum.edu.my/7388/2/s821703_02.pdf
_version_ 1747828211401621504
spelling my-uum-etd.73882021-08-11T04:30:44Z Determinant factors of service oriented organizational citizenship behavior among employees in a telecommunication company 2018 Noor Hasnini, Kadim Adam, Mohamad Zainol Abidin Othman, Maha Mohammed Yusr School of Business Management School of Business Management HD58.7 Organizational Behavior. The main purpose of this study is to identify the determinants factors of the organizational citizenship behavior in the service sector among Telekom Malaysia Kedah and Perlis employees. This study will determine the factors that affect attitudes of workers in the organization in providing services beyond their core responsibilities. Organizational citizenship behavior is a very important topic to be discussed as most of the employees whether in the government or private sector have been widely used it for task that beyond their responsibilities. The behavior of organizational citizenship in the services sector is a very important issues due to high demand in fulfill customer satisfaction. Every employees that are involved in the service sector needs to perform additional tasks beyond what is specified in the contract. Expected factors such as job satisfaction, motivation, job-related knowledge, organizational support, and organizational justice are essential to understand as all of these factors will affect the behavior of employees when performing services to the organization. In this study, data was collected through a quesionnaire survey from 254 respondents using simple random sampling method. The results suggested that job satisfaction, motivation, jobrelated knowledge, organization support, and organization justice had a significant relationship with service-oriented OCB. In addition, it was found that job-related knowledge is the most influential factor that contribute to service-oriented organizational citizenship behavior. In conclusion, organization should determine ways to increase employees’ service-oriented OCB so that they deliver excellent services. 2018 Thesis https://etd.uum.edu.my/7388/ https://etd.uum.edu.my/7388/1/s821703_01.pdf text eng public https://etd.uum.edu.my/7388/2/s821703_02.pdf text eng public masters masters Universiti Utara Malaysia Agyemang, C. B. (2013). Perceived Organizational Climate and Organizational Tenure on Organizational Citizenship Behavior: Empirical Study among Ghanaian Banks. European Journal of Business and Management, 65(7), 132-142. Barbuto JR., J. E., & Story, J. S. (2011). Work Motivation and Organizational Citizenship behaviors. Journal of Leadership Studies, 3(1), 23-34. Bell, S. J., & Menguc, B. (2002). 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