Percepción, brecha y reflexión de los comportamientos de ciudadanía organizacional orientados al servicio desde la perspectiva de los empleados y clientes bancarios en Indonesia
Resumen
El propósito de este artículo es explorar las percepciones, las brechas y las relaciones entre las dimensiones de los comportamientos de ciudadanía organizacional orientada a servicios (S-OOCB) y servqual en términos de empleados y clientes bancarios. Se utilizó un enfoque cuantitativo, que involucró a 399 encuestados, compuesto por 74 empleados y 325 clientes de Bank Perkreditan Rakyat (BPR) y Bank Pembangunan Daerah (BPD). Este estudio demuestra que la percepción promedio de los clientes y empleados de BPR en S-OOCBs y servqual es mayor que la de los clientes y empleados de BPD. Basado en la brecha promedio de percepciones de las dimensiones de S-OOCBs y servqual, los clientes perciben que los empleados tienen las dimensiones de S-OOCBs en la misma categoría que la autoevaluación de los empleados. Según los empleados y clientes de BPR / BPD, todas las dimensiones examinadas son el reflejo de los S-OOCB. Los S-OOCB de los empleados y clientes de BPR y BPD tienen un efecto positivo significativo en servqual. Los resultados de este estudio tienen implicaciones gerenciales porque son vistos desde dos lados, empleados bancarios y clientes, y son útiles para la gestión bancaria.
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