Organizational Citizenship Behavior and Level of Quality Service Amidst Pandemic

Amelie L. Chico, Judelaine Mae B. Bacus, Jessa P. Palomar and Irish Faith L. Pastor
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Amelie L. Chico: UM Panabo College, Adviser, Department Business Administration Education, Panabo City, Philippines.
Judelaine Mae B. Bacus: UM Panabo College, Student, Department Business Administration Education, Panabo City, Philippines.
Jessa P. Palomar: UM Panabo College, Student, Department Business Administration Education, Panabo City, Philippines.
Irish Faith L. Pastor: UM Panabo College, Student, Department Business Administration Education, Panabo City, Philippines.

International Journal of Research and Innovation in Social Science, 2023, vol. 7, issue 6, 185-196

Abstract: The study aimed to determine the relationship between organizational citizenship behavior and level of quality service amidst pandemic. The independent variable of the study is organizational citizenship behavior with indicators of sportsmanship, helping behavior and civic virtue. On the other hand, the dependent variable of the study is level of quality service with indicators of communication, responsiveness and competency. The researchers used descriptive correlation method and convenience sampling in determining the number of respondents and statistical tools were Mean and Pearson-r. The result of the computation using the R-value is 0.471 which is associated with the significant value of (0.004) of p-value which is less than the alpha of 0.05. Moreover, null hypothesis is rejected since the p-value is less than 0.05. It means that there is a significant relationship between the two variables. It implies that organizational citizenship behavior in terms of sportsmanship, helping behavior and civic virtue have an impact on level of quality service in terms of communication, responsiveness and competency. In other words, organizational citizenship behavior can affect level of quality service amidst pandemic by boosting morale among the employees thus, increases people’s levels of work meaningfulness. Fostering cooperation between coworkers, and create a positive working environment, which can lead to improved customer service and attain customer rating whether pandemic or endemic situations.

Date: 2023
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