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All Journal Devotion: Journal of Research and Community Service Golden Ratio of Human Resource Management
Juniasti, Riwandari
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Social Sciences

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How does Organizational Citizenship Behavior Influence The Service Quality of Bank Employees During The COVID-19 Pandemic? Evidence From in Bekasi, Indonesia Siregar, Edison; Juniasti, Riwandari; Tobing, Fery
Golden Ratio of Human Resource Management Vol. 4 No. 1 (2024): August - February
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grhrm.v4i1.350

Abstract

This quantitative study investigates the relationship between organizational citizenship behavior (OCB) and service quality among 168 employees working in Bank Perkreditan Rakyat (BPR) establishments in East Bekasi, Indonesia. The research employs linear regression analysis to examine the extent to which OCB influences service quality within the context of BPRs. The sample was drawn from various BPRs in East Bekasi, utilizing structured surveys to collect data on employees' OCB and perceived service quality. The findings reveal a significant and positive relationship between organizational citizenship behavior and service quality. Specifically, employees who exhibit higher levels of OCB tend to contribute positively to the quality of services provided by BPRs. These results underscore the importance of fostering a culture of OCB within BPRs to enhance service quality and meet customer expectations effectively. The implications of this study extend to BPR managers and policymakers, highlighting the importance of promoting and incentivizing OCB among employees as a strategy for improving service quality and maintaining competitiveness in the financial services sector. Further research is recommended to explore additional factors that may influence the relationship between OCB and service quality and to validate the findings in different organizational contexts and geographical locations.
Analysis of the Financial Performance of National Rural Banks (BPR) before and during COVID-19 pandemic Juniasti, Riwandari
Devotion : Journal of Research and Community Service Vol. 4 No. 4 (2023): Devotion: Journal of Research and Community Service
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/devotion.v4i4.455

Abstract

Until now, the condition of the COVID-19 pandemic in Indonesia is still ongoing, this has caused the performance of BPRs to be disrupted. This study aims to analyze whether there are differences in the performance of BPR before the COVID-19 pandemic and during the COVID-19 pandemic at BPR during the period June 2018 to September 2021. BPR's performance is measured by six financial ratios, consisting of the ratio of return to return on assets (ROA), capital adequacy ratio (CAR), non-performing loan ratio (NPL), operating expenses to operating income (BOPO), loan to savings ratio (LDR), and Cash Ratio (CR). This research method uses a quantitative approach with a comparative nature. This type of data collection uses secondary data in the form of BPR financial reports sourced from www.ojk.co.id. The data analysis method used a paid sample-test analysis with the help of the SPSS version 25 program. The results of the study found that (1) there were differences in ROA before the COVID-19 pandemic and during the COVID-19 pandemic. (2) There were differences in CAR before the COVID-19 pandemic and during the COVID-19 pandemic. (3) There was a difference in BOPO before and during the COVID-19 pandemic. (4) There was no difference in NPL before and during the COVID-19 pandemic. (5) There was no difference in LDR before and during the COVID-19 pandemic, and (6) there is no difference in the Cash Ratio (CR) before and during the COVID-19 pandemic.
How does Organizational Citizenship Behavior Influence The Service Quality of Bank Employees During The COVID-19 Pandemic? Evidence From in Bekasi, Indonesia Siregar, Edison; Juniasti, Riwandari; Tobing, Fery
Golden Ratio of Human Resource Management Vol. 4 No. 1 (2024): August - February
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grhrm.v4i1.350

Abstract

This quantitative study investigates the relationship between organizational citizenship behavior (OCB) and service quality among 168 employees working in Bank Perkreditan Rakyat (BPR) establishments in East Bekasi, Indonesia. The research employs linear regression analysis to examine the extent to which OCB influences service quality within the context of BPRs. The sample was drawn from various BPRs in East Bekasi, utilizing structured surveys to collect data on employees' OCB and perceived service quality. The findings reveal a significant and positive relationship between organizational citizenship behavior and service quality. Specifically, employees who exhibit higher levels of OCB tend to contribute positively to the quality of services provided by BPRs. These results underscore the importance of fostering a culture of OCB within BPRs to enhance service quality and meet customer expectations effectively. The implications of this study extend to BPR managers and policymakers, highlighting the importance of promoting and incentivizing OCB among employees as a strategy for improving service quality and maintaining competitiveness in the financial services sector. Further research is recommended to explore additional factors that may influence the relationship between OCB and service quality and to validate the findings in different organizational contexts and geographical locations.
Co-Authors Siregar, Edison Tobing, Fery