Gambaran Organizational Citizenship Behavior Karyawan di Bank X

Fatwa Tentama, Zulfakah Indah Iswari

Abstract


Employee success is correlated with corporate growth. Having workers with high organizational citizenship behaviors is one of the problems that a company faces in order to improve organizational performance. Employee engagement in the workplace often depends on the objectives they want to accomplish by working there. Organizational citizenship behavior is one factor that can raise employee productivity in the workplace. The goal of this study is to learn more about how customer service representatives at Bank X perceive organizational citizenship behavior. This study employs a qualitative methodology and phenomenology. Five workers of Bank X's customer service department served as the study's participants. At the East Kalimantan branch, the staff were all from the same bank. In this study, content analysis was the method of analysis. The study's conclusions show that customer care agents at bank X display organizational citizenship behavior. Altruism, civility, alertness, sportsmanship, and helpful conduct are all examples of OCB behavior


Keywords


organizational citizenship behavior, employee, customer service

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References


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