| Abstrak |
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The purpose of this research is to determine the closeness of the relationship between organizational citizenship behavior (OCB),
innovation and training effectiveness with lecturer’s service quality. This research use combination research method with
sequential explanatory design. Population in this research is permanent lecturer at a private Nursing Academy at City of Jambi,
Indonesia amounting to 162 lecturers. The number of samples in this research were 116 lecturers obtained by Slovin formula.
Based on the results of quantitative and qualitative research, this research found: (1) There is a highly significant positive
relationship between organizational citizenship behavior (OCB) with the lecturer’s service quality with correlation coefficient =
0.471 (p <0,01) and coefficient of determination = 0.222 or 22.2 %; (2) There is a highly significant positive correlation between
innovation with the lecturer’s service quality with correlation coefficient ry2 = 0.471 (p <0.01) and coefficient of determination =
0.222 or 22.2%; (3) There is a highly significant positive correlation between training effectiveness with the lecturer’s service
quality with correlation coefficient = 0.721 (p <0.01) and coefficient of determination = 0.519 or 51.9%; (4) There is a highly
positive relationship between organizational citizenship behavior (OCB), innovation and training effectiveness together with the
lecturer’s service quality with correlation coefficient = 0.880 (p <0.01) and coefficient of determination = 0.774 or 77. 4%. Based
on the findings of this research, the higher the organizational citizenship behavior (OCB), the innovation and the training
effectiveness together, it is predicted that the higher the lecturer’s services quality.
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