Improving Work Quality through Organizational Commitment

Abstract

This study aims to analyze the effect of Organizational Citizenship Behavior and burnout on work quality with organizational commitment as an intervening variable at the Representative Office of Bank Indonesia Pematangsiantar. This research employs a quantitative approach using a survey method. Data were collected through questionnaires distributed to employees of the Representative Office of Bank Indonesia Pematangsiantar and analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (SmartPLS). The results indicate that Organizational Citizenship Behavior has a positive and significant effect on organizational commitment and work quality. Burnout has a negative and significant effect on organizational commitment, but does not have a significant direct effect on work quality. Organizational commitment has a positive and significant effect on work quality. The indirect effect analysis shows that burnout has a negative and significant effect on work quality through organizational commitment, while Organizational Citizenship Behavior does not have a significant effect on work quality through organizational commitment. These findings indicate that organizational commitment acts as an intervening variable in the relationship between burnout and work quality, but does not mediate the relationship between Organizational Citizenship Behavior and work quality. This study is expected to contribute theoretically to the development of human resource management literature and practically to serve as a reference for the Representative Office of Bank Indonesia Pematangsiantar in improving employee work quality through burnout management, strengthening Organizational Citizenship Behavior, and enhancing organizational commitment.