EFFECT OF JOB SATISFACTION, ORGANIZATIONAL COMMITMENT, AND ORGANISASIONAL CLIMATE ON NURSING SERVICE QUALITY THROUGH ORGANIZATIONAL CITIZENSHIP BEHAVIOR

Health-care industry paradigm currently requires hospitals providing satisfactory services to meet patients' needs and desires as well as to follow professional and medical codes of conduct. This study aimed to analyze and test the effect of job satisfaction, organizational commitment, and organizational climate on nursing service quality through organizational citizenship behavior (OCB) in the Sawerigading Palopo Public Hospital. Therefore, field survey with questionnaires was applied to collect data. It took samples of 135 nurses working in the Sawerigading Palopo Public Hospital. As the result, OCB did not mediate the effect of job satisfaction on nursing service quality. However, OCB mediated the effect of organizational commitment on nursing service quality. Moreover, OCB mediated the impact of organizational climate on nursing service quality in the Sawerigading Palopo Public Hospital.