Factors influencing service-oriented organizational citizenship behavior among salespersons in the banking sector

• Main Author: Koay, Huey Sian
• Format: Thesis
• Language: English; English; English
• Published: 2019
• Subjects: HD58.7 Organizational Behavior.
• Online Access: https://etd.uum.edu.my/8796/1/s823208_01.pdf; https://etd.uum.edu.my/8796/2/s823208_02.pdf; https://etd.uum.edu.my/8796/3/s823208_references.docx; https://etd.uum.edu.my/8796/

The purpose of the study is to explore the influence of empowering leadership, job satisfaction, service climate and employee commitment on service-oriented organizational citizenship behaviors. A conceptual model was established based on existing literature to test the relationship between the variables of the study. A survey research design using simple random sampling was employed with a sample of 250 salesperson from the banking industry participated in the study. The results of correlation and regression analyses shows that all four independent variables (empowering leadership, job satisfaction, service climate and employee commitment) have a significant relationship and influenced towards service-oriented organizational citizenship behaviors. The results also showed that empowering leadership is the most influential factor on service-oriented organizational citizenship behaviors. Hence, the proposed model offers a greater understanding of how empowering leadership, job satisfaction, service climate and employee commitment can be used to improve service-oriented organizational citizenship behaviors in the banking industry. Based on the result of this study, managers should provide avenues as well as resources for salespersons to deliver quality service to customers. Furthermore, customer policies and procedures should be clearly communicated, especially to the front-line employees as well as offering continuous support and encouragement to enhance service-oriented organizational citizenship behaviors. Finally, limitations of the study were discussed in tandem with the suggestions for future research.