The Effect of Organizational Citizenship Behavior (OCB), Total Quality Management (TQM), Technology Leadership and Service Quality on the Performance of Private Universities in Surabaya

This study aims to test and analyze the effect of the effect of Organizational Citizenship Behaviour (OCB), Total Quality Management (TQM), Technology Leadership and Service Quality on the performance of private universities in Surabaya. Data analysis techniques used Component Based Structural Equation Modelling (SEM) by using a Smart Partial Least Square (PLS). Data were collected from all private universities in Surabaya as many as 24 universities. There were 72 respondents altogether and it means that there were only 3 questionnaire distributed in each university. The results showed that Organizational Citizenship Behaviour (OCB) had significant effect on Total Quality Management (TQM) and Total Quality Management (TQM) significantly affected Service Quality. In addition, Organizational Citizenship Behaviour (OCB), Technology Leadership, Total Quality Management (TQM) and Service Quality had significant effect on the performance of private universities in Surabaya respectively, whereas, Technology Leadership did not significantly affected Service Quality.