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IJSTR >> Volume 7 - Issue 2, February 2018 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

The Effect Of Organizational Citizenship Behavior (OCB), Customer Orientation Of Service Employees (COSE) On Star Hotel In Samarinda Town With Perceived Organizational Support (POS) As Moderating Variables

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Bela Barus, Hendrik Batoteng, Zuriah



Organizational Citizenship Behavior, Customer Orientation of Srvice Employees, Perceived Organizational Support, Guest Loyalty, Person Correlation, Composite Reliability.



The purpose of this study is to examine the impact of organizational citizenship behavior (OCB) and Customer Orientation of Service Employees (COSE) Toward Guest Loyalty in Hotel Industry with Perceived Organizational Support (POS) as Moderating Variable. The conceptual framework of the study consists of the following constructs OCB, COSE, POS, and Guest Loyalty. Moreover, 3 hypotheses were developed and tested. Pearson Correlation and Composite Reliability were used to test the validity and reliability of the measures, while PLS was used in goodness of fit and hypotheses testing. SPSS application is also used to measures the effect of moderating variable. Data were collected from 192 respondent from 24 star hotel in Samarinda Town who completed the the self-administered questonnaire. The results of this study reveal that OCB, and COSE have a significant effect on guest loyalty, so as POS has a positif significan effect on the relation of OCB on guest loyalty.This study provides important support to the service-profit chain model.



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