The impact of self-efficacy on service quality in private universities: The mediating role of organizational citizenship behavior
Year: 2024
Type: article
Study design: Observational Study
Abstract: This study investigates the relationship between self-efficacy and service quality in private universities, focusing on the mediating role of Organizational Citizenship Behavior (OCB). Using a quantitative research approach, data were collected from 85 higher education institutions through surveys and analyzed with Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results demonstrate that self-efficacy positively influences both OCB and service quality, particularly through reliability as a key indicator of service quality. However, OCB does not mediate the relationship between self-efficacy and service quality, suggesting the influence of other factors such as technical skills and institutional policies. The findings highlight the importance of self-efficacy and OCB in enhancing service quality and emphasize the need for regular evaluations, increased support, and targeted training programs to strengthen lecturers’ self-efficacy. Universities are encouraged to promote OCB activities, including peer collaboration, student support, and curriculum development, offering valuable insights for managerial and policy improvements in private higher education institutions.
Authors: Master of Management Program, Universitas Bina Darma, Palembang, Indonesia, Muji Gunarto, Dian Cahyawati, Mathematics Study Program, Universitas Sriwijaya, Palembang, Indonesia, Pitri Yanti, Doctoral Program in Management, Universitas Pendidikan Indonesian, Bandung, Indonesia
Language: English
Domain: Social Sciences
SDG: Quality education
Open Access status: gold
Estimated APC paid: $469
OpenAlex ID: W4405654271