PERBEDAAN KEPUASAN KERJA DAN PERILAKU KEWARGANEGARAAN ORGANISASI BERDASARKAN KELOMPOK PROXIMAL WITHDRAWAL STATE

Alexander Abraham Daeng Kuma, P. Tommy Y.S. Suyasa, Raja Oloan Tumanggor
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Abstract

Hospitality industry is one of those industry that need a maximum service for the consument, where as this kind of service can also be described as organizational citizenship behavior. One of the thing that can explain the act of organizational citizenship behavior is job satisfaction and the grouping in proximal withdrawal state. The aim of this study is to investigate the difference between job satisfaction and organizational citizenship behavior in hospitality worker based on proximal withdrawal state’s grouping. Data collection was done using online and offline method, where three different questionnaire was used to measure job satisfaction, organizational citizenship behavior and decide the grouping of one’s proximal withdrawal state. Based on this study, we found that there is a difference on  job satisfaction and organizational citizenship behavior across the proximal withdrawal state’s grouping. Those who belong to enthusiastic stayer and reluctant leaver group are showing higher job satisfaction and organizational citizenship behavior. Meanwhile, those who belong to reluctant stayer and enthusiastic leaver are showing lesser job satisfaction and organizational citizenship behavior. This research can give a clearer picture about how far those who work in hospitality industry can show their organizational citizenship behavior based on their proximal withdrawal state grouping. 



Industri hospitality merupakah salah satu industry yang sangat membutuhkan pelayanan yang maksimal untuk konsumen, dimana bentuk perilaku ini digambarkan sebagai perilaku kewarganegaraan organisasi. Salah satu hal yang dapat menjelaskan perilaku kewarganegaraan organisasi adalah kepuasan kerja seseorang dan kelompok proximal withdrawal state. Studi ini bertujuan untuk melihat perbedaan antara kepuasan kerja dan perilaku kewarganegaraan organisasi pada pekerja di industri hospitality berdasarkan kelompok proximal withdrawal state. Peneliti melakukan penyebaran data menggunakan kuesioner online dan offline, dimana terdapat tiga alat ukur yang digunakan untuk mengukur kepuasan kerja, perilaku kewarganegaraan organisasi dan menentukan kelompok proximal withdrawal state seseorang. Total terdapat 216 data yang dapat diolah pada studi ini. Dari studi yang dilakukan didapatkan bahwa ada perbedaan pada kepuasan kerja dan perilaku kewarganegaraan organisasi pada masing-masing kelompok proximal withdrawal state. Pekerja yang berada pada kelompok enthusiastic stayer dan reluctant leaver menunjukan kepuasan kerja dan perilaku kewarganegaraan organisasi yang paling tinggi, sementara pekerja pada kelompok reluctant stayer dan enthusiastic leaver menunjukan kepuasan kerja dan perilaku kewarganegaraan organisasi yang paling rendah. Hasil dari penelitian ini dapat memberikan gambaran yang lebih jelas mengenai bagaimana pekerja dapat menunjukan perilaku perilaku kewarganegaraan organisasi berdasarkan kelompok proximal withdrawal state mereka.

Keywords

kepuasan kerja; perilaku kewarganegaraan organisasi; proximal withdrawal state; hospitality; job satisfaction; organizational citizenship behavior

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