Perceived Organizational Support and Self-Efficacy Toward Organizational Citizenship Behavior: The Mediating Role of Job Satisfaction among Banking Employees: Dukungan Organisasi yang Dirasakan dan Keyakinan Diri Terhadap Perilaku Kewarganegaraan Organisasi: Peran Mediasi Kepuasan Kerja di Kalangan Karyawan Perbankan

Lidia Alfi Anisa (Universitas Jember)
Sri Wahyu Lelly Hana Setyanti (Universitas Jember)
Ana Mufidah (Universitas Jember)

JBMP (Jurnal Bisnis, Manajemen dan Perbankan)
Vol. 12 No. 2 (2026): September

This study aims to examine the effects of perceived organizational support (POS) and self-efficacy on organizational citizenship behavior (OCB), specifically evaluating the mediating role of job satisfaction among banking employees in Jember, Indonesia. Using a quantitative, cross-sectional design, data were collected from 95 employees via questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results reveal that while POS does not directly influence OCB, self-efficacy has a significant positive direct effect. Furthermore, both POS and self-efficacy significantly enhance job satisfaction, which subsequently drives OCB. Consequently, job satisfaction acts as a crucial mediator, effectively bridging the gap between organizational support, self-efficacy, and employees' extra-role behaviors. Practically, these findings imply that banking institutions cannot rely on organizational support alone to generate citizenship behaviors; instead, management must actively foster employee self-efficacy and cultivate genuine workplace satisfaction to successfully translate organizational support into proactive, extra-role performance.