International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online) Vol. 7, Issue 2, pp: (718-726), Month: October 2019 - March 2020, Available at: www.researchpublish.com
Behavior Organizational Citizenship Moderating The Effect Of Emotional Intelligence And Organizational Commitments On Employee Performance Ninis Novitasari1, Desak Ketut Sintaasih2 1,2
1,2
Faculty of Economics and Business Udayana University, Denpasar, Indonesia
Abstract: The challenges of the banking world in recent years have been quite heavy, both in terms of competition with the bank's financial services business and non-bank financial services. Thus, it is very important for banking companies to have competent and high-performing employees in carrying out tasks assigned by companies. This study aims to determine the effect of emotional intelligence and organizational commitment on employee performance with organizational citizenship behavior as a mediating variable. The study was conducted at PT. Bank XYZ in the Sarbagita area of Customer Services and Teller divisions with a sample of 243 people. The sampling technique in this study uses probability sampling and data analysis techniques are used Partial Least Square (PLS). The results showed that emotional intelligence had a significant positive effect on organizational citizenship behavior. Organizational commitment has a positive and significant effect on organizational citizenship behavior. Emotional intelligence has a positive but not significant effect on employee performance. Organizational commitment has no significant positive effect on employee performance. Organizational citizenship behavior has a positive and significant effect on employee performance. Organizational citizenship behavior has a role as a partial mediation between partial emotional intelligence variables on employee performance. Organizational citizenship behavior has a role as a partial mediation or partial mediation between organizational commitment variables on employee performance. Keywords: Emotional Intelligence, Organizational Commitment, Organizational Citizenship Behavior (OCB), Employee Performance.
I. INTRODUCTION The challenges in the banking sector in recent years have been quite heavy, both in terms of competition with bank financial services and non-bank financial services. Competition that occurs due to almost uniform products and services between financial institutions. In this competition, the success of a banking company in achieving its goals is inseparable from the role of employees in carrying out tasks. Thus, it is very important for banking companies to have competent and high-performing employees in carrying out tasks assigned by the company. PT. Bank XYZ tries to boost the company's performance through excellent products and operations where all of these things require reliable human resources in its performance. Frontliner, which is the vanguard of the banking industry, is one of the keys to the company's success in serving customers. Quality of service (service performance) from the front liner is an important attribute in the banking industry, in addition to security issues and transaction certainty. Quality service is certainly not only limited to a friendly smile from a teller or customer service officer, but more than that. PT. Bank XYZ has a commitment in developing the skills and competencies of all its employees starting from the central, regional level to the main branch and sub-branch level.
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