Masters of Business Administration (MBA)
URI for this collectionhttps://rps.wku.edu.et/handle/987654321/110
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Item THE EFFECT OF EMPLOYEE ORGANIZATIONAL CITIZENSHIP BEHAVIOR ON SERVICE QUALITY: THE CASE OF WOLKITE UNIVERSITY SPECIALIZED HOSPITAL(wolkite universty, 2025-09) CHERNET ZERGA WEJIRAThis explanatory mixed-method study examines the effect of Organizational Citizenship Behavior (OCB) on service quality (SERVQUAL) at Wolkite University Specialized Hospital (WUSH). OCB, which involves discretionary actions beyond assigned responsibilities, plays a crucial role in strengthening healthcare service outcomes. By addressing a lack of research, the study seeks to offer valuable perspectives on enhancing hospital performance through supportive employee behavior. The research investigated the relationship between different OCB dimensions and healthcare service quality, utilizing both quantitative data from 216 respondents and qualitative insights from interviews with 14 informants. Proportional stratified sampling was used to select the sample. Before collecting data, the questionnaire was pilot tested with fifteen percent of the total sample size, with respondents who did not participate in the study. The quantitative data were analyzed using SPSS-20 software. Descriptive statistics was employed to summarize the responses, analyze the level of OCB and SERVQUALL. For measuring whether there is a relationship between OCB & SERVQUAL, Pearson correlation was computed. Besides, multiple linear regression was used to show the effect of OCB on SERVQUAL. The results show that WUSH employees demonstrate This explanatory mixed-method study examines the effect of Organizational Citizenship Behavior (OCB) on service quality (SERVQUAL) at Wolkite University Specialized Hospital (WUSH). OCB, which involves discretionary actions beyond assigned responsibilities, plays a crucial role in strengthening healthcare service outcomes. By addressing a lack of research, the study seeks to offer valuable perspectives on enhancing hospital performance through supportive employee behavior. The research investigated the relationship between different OCB dimensions and healthcare service quality, utilizing both quantitative data from 216 respondents and qualitative insights from interviews with 14 informants. Proportional stratified sampling was used to select the sample. Before collecting data, the questionnaire was pilot tested with fifteen percent of the total sample size, with respondents who did not participate in the study. The quantitative data were analyzed using SPSS-20 software. Descriptive statistics was employed to summarize the responses, analyze the level of OCB and SERVQUALL. For measuring whether there is a relationship between OCB & SERVQUAL, Pearson correlation was computed. Besides, multiple linear regression was used to show the effect of OCB on SERVQUAL. The results show that WUSH employees demonstrateFurthermore, future research is suggested to investigate additional factors that influence service quality at WUSH.