Improving Service Performance Based on Work Ethic Mediated by Organizational Citizenship Behavior

Ahmad Wahab, Ibnu Khajar

Abstract


This explanatory research aims to explain the influence of work ethic on extra-role behavior (Organizational Citizenship Behavior/OCB) and public service performance at the Tanjung Emas Customs and Excise Supervision and Service Office. The population in this study includes all human resources (HR), consisting of 261 State Civil Apparatus (ASN) and non-ASN employees. The sample was determined using the Slovin formula, resulting in 135 respondents. The sampling technique used was non-probability sampling with a convenience sampling approach (Hair, 2021). Primary data were obtained through a closed-ended questionnaire containing statements related to work ethic, extra-role behavior, and public service performance. The research instrument was constructed using a five-point Likert scale, with responses ranging from "Strongly Disagree" (STS) to "Strongly Agree" (SS). Data analysis was conducted using the Partial Least Squares (PLS) method to examine the relationships between the research variables. The results of the study indicate that: (1) work ethic has a positive and significant effect on extra-role behavior (OCB); (2) work ethic has a positive and significant effect on public service performance; and (3) extra-role behavior (OCB) has a positive and significant effect on public service performance. These findings indicate that improving work ethic can strengthen employees' extra-role behavior, which in turn has an impact on improving the quality of public service performance in the organizational environment.


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