Analysis of The Influence of Management Commitment to SERVQUAL and OCB Toward The Quality of Services and Implications of Customer Satisfaction in PLN Mojokerto Service Area

DOI

10.2991/iclick-18.2019.41How to use a DOI?

Keywords

Management Commitment, Service Quality, Organizational citizenship behavior

Abstract

The aims of this paper is to analyze the influence of management commitment in quality service and organizational citizenship behavior toward customer satisfaction through the quality of services on PLN Mojokerto service area. The total sample in this research was 156 customers with the sample collection technique using purposive of sampling which continued by the test of validity and reliability. The data analysis of this research are using descriptive analysis and Structural Equation Models analysis (SEM). The results of this research is a positive influence and significant management commitment to service quality and organizational citizenship behavior on the quality of services. Management commitment in quality service and organizational citizenship behavior do not affect directly to the customer satisfaction through the quality of services. It means that the quality of services is intervening variable which became the mediation of management commitment in quality service and organizational citizenship behavior toward customer satisfaction.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Agus Raikhani
AU  - Muhlasin Muhlasin
AU  - Abdul Adzim
AU  - linda ratna sari
PY  - 2019/07
DA  - 2019/07
TI  - Analysis of The Influence of Management Commitment to SERVQUAL and OCB Toward The Quality of Services and Implications of Customer Satisfaction in PLN Mojokerto Service Area
BT  - Proceedings of the 1st International Conference on Life, Innovation, Change and Knowledge (ICLICK 2018)
PB  - Atlantis Press
SP  - 201
EP  - 205
SN  - 2352-5398
UR  - https://doi.org/10.2991/iclick-18.2019.41
DO  - 10.2991/iclick-18.2019.41
ID  - Raikhani2019/07
ER  -