PONTIANAK – Employees who feel supported by their organization and maintain
a strong commitment to their workplace are more likely to engage in voluntary
behaviors that benefit the organization. A study conducted by researchers from
the Faculty of Economics and Business at Muhammadiyah University of Pontianak
found that perceived organizational support and organizational commitment have
a positive and significant influence on Organizational Citizenship Behavior
(OCB) among employees of the Customer Service Division of Perumda Air Minum
Tirta Khatulistiwa, West Region, Pontianak. The findings were published in the International
Journal of Business and Applied Economics (IJBAE), Volume 5, Issue 3, in
2026.
The study is particularly relevant for public service organizations that
rely heavily on human resources to deliver quality services. Beyond their
formal responsibilities, organizations benefit greatly from employees who
willingly help colleagues, maintain a positive work environment, and contribute
beyond their assigned duties.
The research focused on employees of the Customer Service Division of
Perumda Air Minum Tirta Khatulistiwa in West Pontianak. Using a quantitative
approach, the researchers examined the relationship between perceived
organizational support, organizational commitment, and Organizational
Citizenship Behavior (OCB), which refers to voluntary actions performed by
employees that support organizational effectiveness without direct rewards.
The findings revealed that employees who feel valued, appreciated, and
supported by their organization tend to develop stronger organizational
commitment. This commitment encourages positive workplace behaviors, such as
helping coworkers, maintaining harmonious working relationships, and
contributing beyond formal job requirements.
Key Findings
- · Perceived organizational support has a positive and significant effect on Organizational Citizenship Behavior (OCB).
- · Organizational commitment positively and significantly influences OCB.
- · Employees who feel recognized and supported by their organization demonstrate higher levels of OCB.
- · Organizational commitment strengthens employees’ willingness to contribute beyond their formal duties.
- · Organizational support and commitment are important drivers of a productive and collaborative work environment.
The study explains that perceived organizational support develops when
employees believe that the organization values their contributions, cares about
their well-being, and provides adequate support for their work. These
perceptions create a positive reciprocal relationship between employees and the
organization. As organizational support increases, employees become more
motivated to contribute to organizational success.
Organizational commitment was also found to be a crucial factor in fostering
positive workplace behavior. Employees who feel emotionally attached to their
organization tend to demonstrate greater loyalty, maintain positive
relationships with colleagues, and willingly assist in activities that
contribute to organizational goals. These behaviors are key characteristics of
Organizational Citizenship Behavior.
According to the researchers, organizations seeking to improve service
quality should pay close attention to employee welfare and support systems.
Consistent organizational support not only increases job satisfaction but also
strengthens commitment and encourages voluntary behaviors that benefit the
organization as a whole.
For Perumda Air Minum Tirta Khatulistiwa and other public service
organizations, the findings highlight the importance of investing in human
resource management. A supportive work environment and strong
employee–organization relationships can enhance service quality, improve
organizational effectiveness, and ultimately increase customer satisfaction.
The researchers also recommend that future studies examine additional
factors that may influence Organizational Citizenship Behavior, including job
satisfaction, work motivation, organizational culture, work environment, and
leadership style. Expanding these variables could provide a more comprehensive
understanding of employee behavior in organizational settings.
Author Profiles
- Melisa Andasari - Universitas
Muhammadiyah Pontianak
- Irfan Mahdi - Universitas Muhammadiyah Pontianak
Research Source
The Influence of Perceived Organizational Support and Organizational
Commitment on Organizational Citizenship Behavior (OCB) Among Employees of the
Customer Service Division of Perumda Air Minum Tirta Khatulistiwa, West Region,
Pontianak. International Journal of Business and Applied Economics
(IJBAE), Vol. 5 No. 3, 2026, pp. 991–1004.
DOI: Available in the official journal publication.
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