Mediasi Job Satisfaction Pada Pengaruh Leader- Member Exchange Dan Perceived Organizational Support Terhadap Organizational Citizenship Behavior PDAM Sleman
Indonesia
DOI:
https://doi.org/10.30587/jurnalmanajerial.v11i01.6489Keywords:
Job, Satisfaction, Leader, Member, Exchange, OCBAbstract
Background – Quality public services are demands that must be met by organizations for the community. The perceived demand triggers the organization to provide excellent service in order to build an organization's image, especially in the public service process, which always gets the spotlight from the community. Public services are closely related to the role of human resources in an organization. Human resources that have good quality and support the success of the organization can be identified in employees with organizational citizenship behavior (OCB). The phenomenon that occurs at PDAM Sleman, namely poor customer service, is expected to be improved by increasing OCB.
Aim – The research conducted aims to examine the effect of LMX and POS on OCB, with job satisfaction as a mediating variable.
Design / methodology / approach – This study uses a quantitative approach and data collection in the form of filling out a questionnaire conducted to all employees of PDAM Tirta Sembada Sleman, as many as 65 employees by census.
Findings – LMX, job satisfaction, and POS partially have a significant positive effect on organizational citizenship behavior. Leader-member exchange and perceived organizational support partially have a positive effect on OCB Perceived organizational support increases job satisfaction. Leader-member exchange has no significant effect on job satisfaction. The influence of leader-member exchange on OCB is mediated by job satisfaction.
Conclusion – POS support plays a role in increasing job satisfaction and then has an impact on strengthening OCB.
Research implication – Organizational leaders can improve the implementation of LMX, job satisfaction, and POS variables to increase employee OCB. Improvements made can support the organization's ability to provide good service as one of the public agencies in the region.
Limitations – The research object only covers one branch of PDAM Sleman.
References
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Aprilda, R. S., Purwandari, D. A., & Syah, T. Y. R. (2019). Servant leadership , Organization Commitment and Job Satisfaction on Organizational Citizenship Behaviour. Journal of Multidisciplinary Academic, 03(04), 57–64.
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Arijanto, A. (2022). How to The Impact on Transformational Leadership Style and Job Motivation On Organizational Citizenship Behaviour (OCB) With Job Satisfaction as Mediating Variables at Outsourcing Company. Cognizance Journal of Multidisciplinary Studies, 2(1), 1–9. https://doi.org/10.47760/cognizance.2022.v02i01.001
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Binti Basirudin, N., Basiruddin, R., Mokhber, M., Zaleha, S., Rasid, A., Aiza, N., & Zamil, M. (2016). International Journal of Economics and Financial Issues Organizational Citizenship Behaviour in Public Sector: Does Job Satisfaction Play a Role. International Journal of Economics and Financial Issues |, 6(S8), 376–381. http:www.econjournals.com
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Đorđević, B., Ivanović-Đukić, M., Lepojević, V., & Milanović, S. (2021). Job Satisfaction and Organizational Citizenship Behaviour of Employees in Companies in the Republic of Serbia. Strategic Management, 26(3), 61–71. https://doi.org/10.5937/straman2103061d
Eisenberger, R., Rhoades Shanock, L., & Wen, X. (2020). Perceived Organizational Support: Why Caring about Employees Counts. Annual Review of Organizational Psychology and Organizational Behavior, 7, 101–124. https://doi.org/10.1146/annurev-orgpsych-012119-044917
Gutama, G., Hermanto, M. C., Kaihatu, T. S., & Kartika, E. W. (2015). Analisa pengaruh Leader Member Exchange terhadap Kepuasan Kerja Karyawan melalui Perceived Organizational Support sebagai Variabel Mediasi di Restoran De Boliva Surabaya. Journal Of Universitas Kristen Petra, 3(79), 256–268.
Hayati, N. (2020). Pengaruh Persepsi Dukungan Organisasi dan Budaya Organisasi terhadap Organizational Citizenship Behaviour melalui Kepuasan Kerja. Equilibrium: Jurnal Ekonomi, Manajemen, Akuntansi, 16(2), 54–61.
Hendri, M. I. (2019). The Mediation Effect of Job Satisfaction and Organizational Commitment on the Organizational Learning Effect of the Employee Performance. International Journal of Productivity and Performance Management, 68(7), 1208–1234. https://doi.org/10.1108/IJPPM-05-2018-0174
Ibrahim, M. R., Ghani, A. M., Hashim, H. N., & Amin, A. (2017). International Review of Management and Marketing Does Leader-Member Exchange Impact on Organizational Citizenship Behaviour Readiness? Evidence from State Government Agency. International Review of Management and Marketing, 7(1), 216–221. http:www.econjournals.com
Juhji, J., Syafe’, Z., & Gunawan, A. (2020). Kepemimpinan: Sebuah Kajian Literatur. Jurnal Pendidikan Islam, 3(2), 172–186. http://jurnal.staiannawawi.com/index.php/At-Tarbiyat/article/view/219
Kasemsap, K. (2013). Innovative Human Resource Practice: A Synthesized Framework and Causal Model of Leader-Member Exchange, Organizational Justice, Job Satisfaction, and Organizational Citizenship Behavior. International Journal of E-Education, e-Business, e-Management and e-Learning, 3(1), 13–17. https://doi.org/10.7763/ijeeee.2013.v3.185
Khian, H. S., & Bernarto, I. (2021). Pengaruh Servant Leadership, Perceived Organizational Support, dan Well-Being Terhadap Organizational Citizenship Behavior pada Guru Smk Mudita Kota Singkawang [the Effect of Servant Leadership, Perceived Organizational Support, and Well-Being on the Orga. Polyglot: Jurnal Ilmiah, 17(2), 212. https://doi.org/10.19166/pji.v17i2.2643
Kim, M. H., & Yi, Y. J. (2019). Impact of Leader-Member-Exchange and Team-Member-Exchange on Nurses’ Job Satisfaction and Turnover Intention. International Nursing Review, 66(2), 242–249. https://doi.org/10.1111/inr.12491
Kumaria, P., & Thapliyal, S. (2017). Studying the Impact of Organizational Citizenship Behavior on Organizational Effectiveness. Prabandhan: Indian Journal of Management, 4(1,2017), 9–21.
Li, M., Jameel, A., Ma, Z., Sun, H., Hussain, A., & Mubeen, S. (2022). Prism of Employee Performance Through the Means of Internal Support: A Study of Perceived Organizational Support. Psychology Research and Behavior Management, 15, 965–976. https://doi.org/10.2147/PRBM.S346697
Organ, D. W. (2018). Organizational Citizenship Behavior: Recent Trends and Developments. Annual Review of Organizational Psychology and Organizational Behavior, 5, 295–306. https://doi.org/10.1146/annurev-orgpsych-032117-104536
Podsakoff, N. P., Podsakoff, P. M., Mackenzie, S. B., Maynes, T. D., & Spoelma, T. M. (1998). Predicting Marital Happiness and Stability from Newlywed Interactions Published by : National Council on Family Relations Predicting Marital Happiness and Stability from Newlywed Interactions. Journal of Marriage and Family, 60(1), 5–22. https://doi.org/10.1002/job
Prasetio, A. P., Yuniarsih, T., & Ahman, E. (2017). Job Satisfaction, Organizational Commitment, and Organizational Citizenship Behaviour in State-owned Banking. Universal Journal of Management, 5(1), 32–38. https://doi.org/10.13189/ujm.2017.050104
Raymond, C. P., Hatane, S., & Hutabarat, J. (2018). Analisis Kualitas Sumber Daya Manusia, Kualitas Pelayanan, Kinerja Organisasi, Kepercayaan Masyarakat dan Kepuasan Masyarakat (Studi Kasus : Dinas Kependudukan dan Catatan Sipil Kabupaten Nabire ). Jurnal Teknologi Dan Manajemen Industri, 1(1), 1–8.
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87(4), 698–714. https://doi.org/10.1037/0021-9010.87.4.698
Sa’adah, N., & Rijanti, T. (2022). The Role of Knowledge Sharing, Leader-Member Exchange (LMX) on Organizational Citizenship Behavior and Employee Performance : An Empirical Study on Public Health Center of Pati 1, Pati 2 and Trangkil in Central Java. International Journal of Social and Management Studies, 3(1), 112–131. https://www.ijosmas.org/index.php/ijosmas/article/view/87
Sökmen, A. (2020). Lider Üye Etkileşimi, İş Tatmini ve Örgütsel Özdeşleşme İlişkisi: Ankara daki Otel İşletmelerinde Ampirik Bir Araştırma (The Relationship Between Leader-Member Exchange, Job Satisfaction and Organizational Identification: An Empirical Study in Hotel Busin. Journal of Tourism and Gastronomy Studies, 8(3), 2132–2143. https://doi.org/10.21325/jotags.2020.652
Sulistyo, A. R., & Suhartini, S. (2019). The Role of Work Engagement in Moderating the Impact of Job Characteristics, Perceived Organizational Support, and Self-Efficacy on Job Satisfaction. Integrated Journal of Business and Economics, 3(1), 15. https://doi.org/10.33019/ijbe.v3i1.112
Taheri, R. H., Miah, S. M., & Kamaruzzaman, M. (2020). Impact of Working Environment on Job Satisfaction of Employees. EPRA International Journal of Multidisciplinary Research (IJMR), 5(6), 403–406. https://doi.org/10.36713/epra4849
Tanjung, R. H. A., & Sulastri. (2020). The Influence of Leader-Member Exchange on Job Satisfaction, Work Motivation, and Organizational Commitment to Mental Hospital Employees Prof. HB. Saanin Padang. Atlantis Press, 152, 897–905. https://doi.org/10.2991/aebmr.k.201126.098
Ummah, S., & Athambawa, S. (2018). Organizational Citizenship Behavior and Job Satisfaction Among Non- Academic Employees of National Universities in The Eastern Province of Sri Lanka. American Journal of Economics and Business Management, 1(1), 75–84. https://doi.org/10.31150/ajebm.v1i1.8
Wong, S. I., & Berntzen, M. N. (2019). Transformational Leadership and Leader–Member Exchange in Distributed Teams: The Roles of Electronic Dependence and Team Task Interdependence. Computers in Human Behavior, 92, 381–392. https://doi.org/10.1016/j.chb.2018.11.032
Wong, Y. W., & Wong, Y. T. (2017). The Effects of Perceived Organisational Support and Affective Commitment on Turnover Intention: A Test of Two Competing Models. Journal of Chinese Human Resource Management, 8(1), 2–21. https://doi.org/10.1108/JCHRM-01-2017-0001
Wulani, F., & Junaedi, M. (2020). Organizational Citizenship Behavior Tenaga Penjual: Peran Kepuasan Kerja, Dukungan Rekan Kerja, dan Leader-Member Exchange. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 13(2), 122. https://doi.org/10.20473/jmtt.v13i2.20275
Zhou, X., Rasool, S. F., Yang, J., & Asghar, M. Z. (2021). Exploring the Relationship between Despotic Leadership and Job Satisfaction: The Role of Self Efficacy and Leader–Member Exchange. International Journal of Environmental Research and Public Health, 18(10). https://doi.org/10.3390/ijerph18105307
Alam, A., & Asim, M. (2019). Relationship Between Job Satisfaction And Turnover Intention. International Journal of Human Resource Studies, 9(2), 163. https://doi.org/10.5296/ijhrs.v9i2.14618
Albalawi, A. S., Naugton, S., Elayan, M. B., & Sleimi, M. T. (2019). Perceived Organizational Support, Alternative Job Opportunity, Organizational Commitment, Job Satisfaction and Turnover Intention: A Moderated-Mediated Model. Organizacija, 52(4), 310–324. https://doi.org/10.2478/orga-2019-0019
Alshamrani, M. S. (2017). The Relationship between Leader Member Exchange, Job Satisfaction and Affective Commitment, Gender-Similarity Roles in the Segregated Work Environment in the Kingdom of Saudi Arabia (KSA). International Journal of Business and Management, 12(5), 1–16. https://doi.org/10.5539/ijbm.v12n5p1
Andriyanti, N. P. V., & Supartha, I. W. G. (2021). Effect of Perceived Organizational Support on Organizational Citizenship Behavior with Job Satisfaction as Mediating Variables. American Journal of Humanities and Social Sciences Research (AJHSSR), 5(1), 46–55.
Anggita, N. M. A., & Ardana, I. K. (2020). The Role of Job Satisfaction Medium Perceived Organizational Support to Behavior Organizational Citizenship Among Employees in Bali Zoo. American Journal of Humanities and Social Sciences Research, 4(3), 79–87. https://www.ajhssr.com/wp-content/uploads/2020/03/L20437987.pdf
Aprilda, R. S., Purwandari, D. A., & Syah, T. Y. R. (2019). Servant leadership , Organization Commitment and Job Satisfaction on Organizational Citizenship Behaviour. Journal of Multidisciplinary Academic, 03(04), 57–64.
Aprilia, M. N., & Prasetyo, A. R. (2016). Hubungan antara Leader Member Exchange dengan Organizational Citizenship Behavior pada Karyawan Unit Cabin Maintenance Services PT GMF Aeroasia. Empati, 5(4), 727–731.
Arijanto, A. (2022). How to The Impact on Transformational Leadership Style and Job Motivation On Organizational Citizenship Behaviour (OCB) With Job Satisfaction as Mediating Variables at Outsourcing Company. Cognizance Journal of Multidisciplinary Studies, 2(1), 1–9. https://doi.org/10.47760/cognizance.2022.v02i01.001
Ayuningtias, H. G., Shabrina, D. N., Prasetio, A. P., & Rahayu, S. (2019). The Effect of Perceived Organizational Support and Job satisfaction. Atlantis Press, 65(Icebef 2018), 691–696. https://doi.org/10.2991/icebef-18.2019.148
Binti Basirudin, N., Basiruddin, R., Mokhber, M., Zaleha, S., Rasid, A., Aiza, N., & Zamil, M. (2016). International Journal of Economics and Financial Issues Organizational Citizenship Behaviour in Public Sector: Does Job Satisfaction Play a Role. International Journal of Economics and Financial Issues |, 6(S8), 376–381. http:www.econjournals.com
Cahyani, K., & Pusparini, E. S. (2020). The Effect of Perceived Support On Organizational Citizenship Behaviour : The Mediating Role of Organizational Justice and Job Satisfaction: Case Study on A Public Institution in Indonesia. SSRN Electronic Journal, 1–17. https://doi.org/10.2139/ssrn.3578234
Calen, C., Tarigan, S. A., Rosita, R., Susanto, S., & Alimin, E. (2021). The Role of Transformational Leadership, Organizational Citizenship Behaviour, Innovative Work Behaviour, Quality Work Life, Digital Transformation and Leader Member Exchange on Universities Performance. JPPI (Jurnal Penelitian Pendidikan Indonesia), 7(2), 203–216. https://doi.org/10.29210/020211163
de Geus, C. J. C., Ingrams, A., Tummers, L., & Pandey, S. K. (2020). Organizational Citizenship Behavior in the Public Sector: A Systematic Literature Review and Future Research Agenda. Public Administration Review, 80(2), 259–270. https://doi.org/10.1111/puar.13141
Đorđević, B., Ivanović-Đukić, M., Lepojević, V., & Milanović, S. (2021). Job Satisfaction and Organizational Citizenship Behaviour of Employees in Companies in the Republic of Serbia. Strategic Management, 26(3), 61–71. https://doi.org/10.5937/straman2103061d
Eisenberger, R., Rhoades Shanock, L., & Wen, X. (2020). Perceived Organizational Support: Why Caring about Employees Counts. Annual Review of Organizational Psychology and Organizational Behavior, 7, 101–124. https://doi.org/10.1146/annurev-orgpsych-012119-044917
Gutama, G., Hermanto, M. C., Kaihatu, T. S., & Kartika, E. W. (2015). Analisa pengaruh Leader Member Exchange terhadap Kepuasan Kerja Karyawan melalui Perceived Organizational Support sebagai Variabel Mediasi di Restoran De Boliva Surabaya. Journal Of Universitas Kristen Petra, 3(79), 256–268.
Hayati, N. (2020). Pengaruh Persepsi Dukungan Organisasi dan Budaya Organisasi terhadap Organizational Citizenship Behaviour melalui Kepuasan Kerja. Equilibrium: Jurnal Ekonomi, Manajemen, Akuntansi, 16(2), 54–61.
Hendri, M. I. (2019). The Mediation Effect of Job Satisfaction and Organizational Commitment on the Organizational Learning Effect of the Employee Performance. International Journal of Productivity and Performance Management, 68(7), 1208–1234. https://doi.org/10.1108/IJPPM-05-2018-0174
Ibrahim, M. R., Ghani, A. M., Hashim, H. N., & Amin, A. (2017). International Review of Management and Marketing Does Leader-Member Exchange Impact on Organizational Citizenship Behaviour Readiness? Evidence from State Government Agency. International Review of Management and Marketing, 7(1), 216–221. http:www.econjournals.com
Juhji, J., Syafe’, Z., & Gunawan, A. (2020). Kepemimpinan: Sebuah Kajian Literatur. Jurnal Pendidikan Islam, 3(2), 172–186. http://jurnal.staiannawawi.com/index.php/At-Tarbiyat/article/view/219
Kasemsap, K. (2013). Innovative Human Resource Practice: A Synthesized Framework and Causal Model of Leader-Member Exchange, Organizational Justice, Job Satisfaction, and Organizational Citizenship Behavior. International Journal of E-Education, e-Business, e-Management and e-Learning, 3(1), 13–17. https://doi.org/10.7763/ijeeee.2013.v3.185
Khian, H. S., & Bernarto, I. (2021). Pengaruh Servant Leadership, Perceived Organizational Support, dan Well-Being Terhadap Organizational Citizenship Behavior pada Guru Smk Mudita Kota Singkawang [the Effect of Servant Leadership, Perceived Organizational Support, and Well-Being on the Orga. Polyglot: Jurnal Ilmiah, 17(2), 212. https://doi.org/10.19166/pji.v17i2.2643
Kim, M. H., & Yi, Y. J. (2019). Impact of Leader-Member-Exchange and Team-Member-Exchange on Nurses’ Job Satisfaction and Turnover Intention. International Nursing Review, 66(2), 242–249. https://doi.org/10.1111/inr.12491
Kumaria, P., & Thapliyal, S. (2017). Studying the Impact of Organizational Citizenship Behavior on Organizational Effectiveness. Prabandhan: Indian Journal of Management, 4(1,2017), 9–21.
Li, M., Jameel, A., Ma, Z., Sun, H., Hussain, A., & Mubeen, S. (2022). Prism of Employee Performance Through the Means of Internal Support: A Study of Perceived Organizational Support. Psychology Research and Behavior Management, 15, 965–976. https://doi.org/10.2147/PRBM.S346697
Organ, D. W. (2018). Organizational Citizenship Behavior: Recent Trends and Developments. Annual Review of Organizational Psychology and Organizational Behavior, 5, 295–306. https://doi.org/10.1146/annurev-orgpsych-032117-104536
Podsakoff, N. P., Podsakoff, P. M., Mackenzie, S. B., Maynes, T. D., & Spoelma, T. M. (1998). Predicting Marital Happiness and Stability from Newlywed Interactions Published by : National Council on Family Relations Predicting Marital Happiness and Stability from Newlywed Interactions. Journal of Marriage and Family, 60(1), 5–22. https://doi.org/10.1002/job
Prasetio, A. P., Yuniarsih, T., & Ahman, E. (2017). Job Satisfaction, Organizational Commitment, and Organizational Citizenship Behaviour in State-owned Banking. Universal Journal of Management, 5(1), 32–38. https://doi.org/10.13189/ujm.2017.050104
Raymond, C. P., Hatane, S., & Hutabarat, J. (2018). Analisis Kualitas Sumber Daya Manusia, Kualitas Pelayanan, Kinerja Organisasi, Kepercayaan Masyarakat dan Kepuasan Masyarakat (Studi Kasus : Dinas Kependudukan dan Catatan Sipil Kabupaten Nabire ). Jurnal Teknologi Dan Manajemen Industri, 1(1), 1–8.
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87(4), 698–714. https://doi.org/10.1037/0021-9010.87.4.698
Sa’adah, N., & Rijanti, T. (2022). The Role of Knowledge Sharing, Leader-Member Exchange (LMX) on Organizational Citizenship Behavior and Employee Performance : An Empirical Study on Public Health Center of Pati 1, Pati 2 and Trangkil in Central Java. International Journal of Social and Management Studies, 3(1), 112–131. https://www.ijosmas.org/index.php/ijosmas/article/view/87
Sökmen, A. (2020). Lider Üye Etkileşimi, İş Tatmini ve Örgütsel Özdeşleşme İlişkisi: Ankara daki Otel İşletmelerinde Ampirik Bir Araştırma (The Relationship Between Leader-Member Exchange, Job Satisfaction and Organizational Identification: An Empirical Study in Hotel Busin. Journal of Tourism and Gastronomy Studies, 8(3), 2132–2143. https://doi.org/10.21325/jotags.2020.652
Sulistyo, A. R., & Suhartini, S. (2019). The Role of Work Engagement in Moderating the Impact of Job Characteristics, Perceived Organizational Support, and Self-Efficacy on Job Satisfaction. Integrated Journal of Business and Economics, 3(1), 15. https://doi.org/10.33019/ijbe.v3i1.112
Taheri, R. H., Miah, S. M., & Kamaruzzaman, M. (2020). Impact of Working Environment on Job Satisfaction of Employees. EPRA International Journal of Multidisciplinary Research (IJMR), 5(6), 403–406. https://doi.org/10.36713/epra4849
Tanjung, R. H. A., & Sulastri. (2020). The Influence of Leader-Member Exchange on Job Satisfaction, Work Motivation, and Organizational Commitment to Mental Hospital Employees Prof. HB. Saanin Padang. Atlantis Press, 152, 897–905. https://doi.org/10.2991/aebmr.k.201126.098
Ummah, S., & Athambawa, S. (2018). Organizational Citizenship Behavior and Job Satisfaction Among Non- Academic Employees of National Universities in The Eastern Province of Sri Lanka. American Journal of Economics and Business Management, 1(1), 75–84. https://doi.org/10.31150/ajebm.v1i1.8
Wong, S. I., & Berntzen, M. N. (2019). Transformational Leadership and Leader–Member Exchange in Distributed Teams: The Roles of Electronic Dependence and Team Task Interdependence. Computers in Human Behavior, 92, 381–392. https://doi.org/10.1016/j.chb.2018.11.032
Wong, Y. W., & Wong, Y. T. (2017). The Effects of Perceived Organisational Support and Affective Commitment on Turnover Intention: A Test of Two Competing Models. Journal of Chinese Human Resource Management, 8(1), 2–21. https://doi.org/10.1108/JCHRM-01-2017-0001
Wulani, F., & Junaedi, M. (2020). Organizational Citizenship Behavior Tenaga Penjual: Peran Kepuasan Kerja, Dukungan Rekan Kerja, dan Leader-Member Exchange. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 13(2), 122. https://doi.org/10.20473/jmtt.v13i2.20275
Zhou, X., Rasool, S. F., Yang, J., & Asghar, M. Z. (2021). Exploring the Relationship between Despotic Leadership and Job Satisfaction: The Role of Self Efficacy and Leader–Member Exchange. International Journal of Environmental Research and Public Health, 18(10). https://doi.org/10.3390/ijerph18105307
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2024-01-23
How to Cite
Sari, S. D. M., Kurniawan, I. S., & Kusuma, N. T. (2024). Mediasi Job Satisfaction Pada Pengaruh Leader- Member Exchange Dan Perceived Organizational Support Terhadap Organizational Citizenship Behavior PDAM Sleman: Indonesia. Jurnal Manajerial, 11(01), 45–62. https://doi.org/10.30587/jurnalmanajerial.v11i01.6489
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