Perception, Gap and Reflection of S-OOCBs Dimensions and Their Influence on Servqual From the Perspective of Banking Employees and Customers in Indonesia
Journal Title: Religación. Revista de Ciencias Sociales y Humanidades - Year 2019, Vol 4, Issue 17
Abstract
There are not many studies that integrate Service-Oriented Organizational Citizenship Behaviors (S-OOCBs) and service quality, in the banking industry in an effort to seize and maintain customer loyalty. The purpose of this study is to explore perceptions, gaps and relationships between the dimensions of S-OOCBs and servqual in terms of banking employees and customers. This study used a quantitative approach, involving 399 respondents consisting of 74 employees and 325 customers of Bank Perkreditan Rakyat (BPR) and Bank Pembangunan Daerah (BPD). Data were collected using questionnaires and the data analysis was done using WarpPLS. This study proves that the average perception of BPR customers and employees on S-OOCBs and servqual is higher than that of BPD customers and employees. Based on the average gap of perceptions of the dimensions of S-OOCBs and servqual, the customers perceive that the employees have the dimensions of S-OOCBs in the same category as the employees’ self-evaluation. According to BPR/BPD employees and customers, all dimensions examined are the reflection of S-OOCBs. The S-OOCBs of both employees and customers of BPR and BPD have a significant positive effect on servqual. The results of this study have managerial implications because they are viewed from two sides, banking employees and customers, and are useful for banking management.
Authors and Affiliations
Soni Harsono, Harry Widyantoro, Tjahjani Prawitowati, Basuki Rachmat
Keywords
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