Service-Oriented Organizational Citizenship Behavior, Service Quality and Customer Citizenship Behavior: Comparison of Implementation and Evaluation from the Perspective of Bank Customers
| العنوان: | Service-Oriented Organizational Citizenship Behavior, Service Quality and Customer Citizenship Behavior: Comparison of Implementation and Evaluation from the Perspective of Bank Customers |
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| المؤلفون: | Soni Harsono, Tjahjani Prawitowati, Basuki Rachmat, Harry Widyantoro |
| المصدر: | Market-Tržište Volume 33 Issue 1 Tržište, Vol 33, Iss 1, Pp 75-92 (2021) |
| بيانات النشر: | University of Zagreb, Faculty of Economics and Business Zagreb, 2021. |
| سنة النشر: | 2021 |
| مصطلحات موضوعية: | Marketing, Organizational citizenship behavior, Service (business), service-oriented organizational citizenship behavior, Service quality, Data collection, media_common.quotation_subject, Business administration, Perspective (graphical), customer citizenship behavior, Marketing. Distribution of products, HF5410-5417.5, service quality, Test (assessment), Originality, uslužno orijentirano organizacijsko ponašanje prema građanima, kvaliteta usluge, ponašanje korisnika kao dobrih građana, Quality (business), Business, General Economics, Econometrics and Finance, media_common |
| الوصف: | Purpose – This study aims to explore the effect of service-oriented organizational citizenship behavior (SOCB) on service quality and to compare SOCB, service quality, and customer citizenship behavior (CCB) between two banks. Design/Methodology/Approach – The research method is an associative and comparative approach involving 271 bank customers and 30 bank employees in a survey, using a questionnaire as the primary data collection tool. The analytical tool used is linear regression, with the Mann-Whitney employed to test the data from two independent samples. Findings and implications – This study proves that SOCB has a significant positive effect on service quality in all banks. There is no observable difference in SOCB, service quality, or CCB assessment between the bank whose employees are given training and the bank whose employees are not given training. There is an increase in employee knowledge after attending the training, specifically an increase in the SOCB score. Changes in employee behavior and skills related to SOCB and service quality can also be observed. Limitations – This study focuses on SOCB and service quality only while not examining the relationship between satisfaction and CCB, which should be done in theory. The number of research participants is not the same for the two banks. Originality – While the research study begins with customer evaluation of the banking employees’ SOCB and service quality, its results are then taken into consideration in training. The training results are finally re-evaluated by customers and compared with other banks. Svrha – Cilj je rada otkriti učinak uslužno orijentiranog organizacijskog ponašanja prema građanima (SOCB) na kvalitetu usluge i usporediti SOCB, kvalitetu usluge i ponašanje korisnika kao dobrih građana (CCB) između dvije banke. Metodološki pristup – Korišten je asocijativni i komparativni pristup u istraživanju koje je obuhvatilo 271 korisnika usluge i 30 zaposlenika banke. Primarni podatci prikupljeni su pomoću anketnog upitnika. Kao analitički alat korištena je linearna regresija, a podatci iz dvaju nezavisnih uzoraka ispitivani su primjenom Mann-Whitneyjeva testa. Rezultati i implikacije – Istraživanje dokazuje da uslužno orijentirano organizacijsko ponašanje prema građanima ima značajan pozitivan učinak na kvalitetu usluge u svim bankama. Ne postoji razlika u procjeni uslužno orijentiranog organizacijskog ponašanja prema građanima, kvalitete usluge ili ponašanja korisnika kao dobrih građana između banke čiji zaposlenici prolaze i banke čiji zaposlenici ne prolaze obuku. Znanje zaposlenika povećava se nakon pohađanja obuke, a posebno se povećava rezultat uslužno orijentiranog organizacijskog ponašanja prema građanima. Postoje promjene u ponašanju i vještinama zaposlenika u vezi s uslužno orijentiranim organizacijskim ponašanjem prema građanima i kvalitetom usluge. Ograničenja – Istraživanje je usredotočeno samo na uslužno orijentirano organizacijsko ponašanje prema građanima i kvalitetu usluge te ne ispituje odnos između zadovoljstva i ponašanja korisnika kao dobrih građana, što bi teoretski trebalo učiniti. Broj sudionika istraživanja nije jednak za dvije banke. Doprinos – Istraživanje polazi od korisnikove procjene uslužnog organizacijskog ponašanja zaposlenika banke prema građanima i kvalitete usluge. Rezultati procjene uzeti su u obzir za vrijeme obuke. Korisnici usluge konačno preispituju rezultate obuke i uspoređuju ih s drugim bankama. |
| وصف الملف: | application/pdf |
| اللغة: | English |
| تدمد: | 1849-1383 0353-4790 |
| URL الوصول: | https://explore.openaire.eu/search/publication?articleId=doi_dedup___::6de0f7a8a42203871c7520e5ca18538a https://hrcak.srce.hr/file/377282 |
| حقوق: | OPEN |
| رقم الأكسشن: | edsair.doi.dedup.....6de0f7a8a42203871c7520e5ca18538a |
| قاعدة البيانات: | OpenAIRE |
| تدمد: | 18491383 03534790 |
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