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.
1. Beniusiene I, Petukiene E. The indicators of service
quality measurement of logistics services. Social Research.
2. Ostrom AL, Parasuraman A, Bowen DE, Patricio L, Voss
CA. Service research priorities in a rapidly changing
context. Journal of Service Research. 2015; 18(2):127-59.
3. Kiran K, Diljit S. Antecedents of customer loyalty: Does
service quality suffice? Malaysian Journal of Library &
Information Science. 2017; 16(2):95-113.
4. Saini S, Singh R. Service Quality Assessment of Utility
Company in Haryana using SERVQUAL Model. Asian
Journal of Management. 2018; 9(1):702-8.
5. Kotler P. Philip Kotler: some of my adventures in
marketing. Journal of Historical Research in Marketing.
6. Bolino MC, Hsiung HH, Harvey J, LePine JA. “Well, I’m
tired of tryin’! Organizational citizenship behavior and
citizenship fatigue. Journal of Applied Psychology. 2015;
7. Ocampo L, Acedillo V, Bacunador AM, Balo CC,
Lagdameo YJ, Tupa NS. A historical review of the
development of organizational citizenship behavior (OCB)
and its implications for the twenty-first century. Personnel
Review. 2018; 47(4):821-62.
8. Andriopoulos C, Dawson P. Managing Change.
Creativity and Innovation: SAGE Publications Ltd, 2009.
9. Greenberg J, Baron RA. Behavior in organizations:
Understanding and managing the human side of work.
Pearson College Division, 2003.
10. Tidd J, Bessant J. Strategic innovation management. John
Wiley & Sons, 2014.
11. Gibson CB, Cohen SG, editors. Virtual teams that work:
Creating conditions for virtual team effectiveness. John
Wiley & Sons, 2003.
12. Buckley R, Caple J. The theory and practice of training.
Kogan Page Publishers, 2009.
13. Maharani V. Antecedent of Lecturer Performance:
Empirical Study at UIN Maulana Malik Ibrahim Malang.
Quarterly Journal of Business Studies. 2015; 2(1):25-33.
14. Marks-Maran D. Educational research methods for
researching innovations in teaching, learning and
assessment: The nursing lecturer as researcher. Nurse
education in practice. 2015; 15(6):472-9.
15. Hecht L, Buhse S, Meyer G. Effectiveness of training in
evidence-based medicine skills for healthcare
professionals: a systematic review. BMC medical
education. 2016; 16(1):103.