期刊名称：International Review of Social Sciences and Humanities
印刷版ISSN：2250-0715
电子版ISSN：2248-9010
出版年度：2012
卷号：2
期号：2
页码：213-226
出版社：International Review of Social Sciences and Humanities
摘要：As global market space is only available for those who offer the best value for their products or services, every business must start to initiate quality measures as an integral part of its corporate strategies, to survive in the market. The purpose of this study is to investigate the relationship between five human related aspects of TQM (also known as soft TQM) with Organizational Citizenship Behavior (OCB) of Islamic banks' employees in Indonesia. A self-administered questionnaire was used as the main instrument to obtain information from employees of Islamic banks located in Central Java, Indonesia. Of the 850 questionnaires sent out, 497 usable questionnaires were returned, resulting in a response rate of 58.5 percent. Factor analysis, Pearson correlation and hierarchical regression method of analysis were applied for hypotheses testing. The results indicated that top management commitment, reward and recognition, education and training, empowerment as well as customer focus showed positive and significant association with OCB. Reward and recognition was perceived as a dominant OCB's determinant in Islamic banks in Indonesia. The result of the study prescribed potential implications for the management of Islamic banks in Indonesia to review their leadership and top management commitment to be aligned with the training and education needs of their employees. Moreover employees’ empowerment along with appropriate reward and recognition should be acted upon as an integral part of the company’s strategic vision to obtain higher level of employees’ citizenship behavior. Additionally this study has contributed in advancing TQM literatures service context by promoting better understanding on the relationship between soft TQM facets with organizational citizenship behavior that would facilitate more research in service industry in developing countries.
关键词：Soft TQM; Organizational Citizenship Behavior; Islamic banking; Indonesia.
