How Service Quality Mediates Total Quality Management (TQM), and Organizational Citizenship Behaviour (OCB) Affects the Performance of Private Universities in Indonesia

Fatihudin, Didin and Firmansyah, Muhammad Anang and Mukarromah, Nur (2020) How Service Quality Mediates Total Quality Management (TQM), and Organizational Citizenship Behaviour (OCB) Affects the Performance of Private Universities in Indonesia. International Journal of Innovation, Creativity and Change, 11 (8). pp. 14-23. ISSN 2201-1323

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Abstract

This study aims to test and analyze the effect of Total Quality Management (TQM), Organizational Citizenship Behaviour (OCB), and Service Quality on the performance of private universities in Indonesia. Data analysis techniques applied Component Based Structural Equation Modelling (SEM) by using a Smart Partial Least Square (PLS). Data were collected from all private universities in Indonesia. The study includes results from the survey of 250 private universities in Indonesia. The results of this study indicate that TQM and Technology Leadership significantly influence the performance of private universities in Indonesia, and both variables also significantly influence the performance of private universities through service quality.

Item Type:	Article
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Jurnal > Fakultas Ekonomi dan Bisnis
Depositing User:	DIDIN FATIHUDIN FATIHUDIN
Date Deposited:	06 Jan 2021 18:55
Last Modified:	31 May 2022 08:54
URI:	http://repository.um-surabaya.ac.id/id/eprint/4896

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