Driving Organizational Citizenship Behavior in Healthcare: The Synergistic Roles of Commitment, Motivation, and Job Satisfaction
DOI:
https://doi.org/10.53713/htechj.v4i3.636Keywords:
Organizational Commitment, Work Motivation, Job Satisfaction, Organizational Citizenship Behavior (OCB), HospitalAbstract
Organizational Citizenship Behavior (OCB) is critical for enhancing organizational effectiveness in healthcare settings, yet suboptimal levels persist in many hospitals. This study examined the influence of organizational commitment, work motivation, and job satisfaction on OCB among employees at RS Mata Undaan Surabaya, Indonesia, a specialized ophthalmology referral hospital. Using a quantitative cross-sectional survey design, data were collected from 200 randomly selected employees through structured questionnaires. Multiple linear regression analysis was employed to assess both partial and simultaneous effects of the independent variables on OCB. Descriptive analysis revealed that organizational commitment, work motivation, job satisfaction, and OCB were all at good levels. Regression results indicated that organizational commitment (β = 0.274, p < 0.001), work motivation (β = 0.273, p < 0.001), and job satisfaction (β = 0.189, p = 0.001) each exerted a positive and significant partial effect on OCB. Simultaneously, these three variables significantly predicted OCB (F = 64.997, p < 0.001), explaining 49.1% of the variance (Adjusted R² = 0.491). These findings indicate that OCB emerges from the synergistic interaction of positive work attitudes. Hospital management should implement integrated human resource strategies that simultaneously strengthen organizational commitment, enhance work motivation, and improve job satisfaction, thereby fostering voluntary employee behaviors that ultimately improve service quality and organizational performance in specialized healthcare settings.
References
Adamopoulos, I. P., & Syrou, N. F. (2022). Associations and correlations of job stress, job satisfaction and burn out in public health sector. European Journal of Environment and Public Health, 6(2), em0113. https://doi.org/10.21601/ejeph/12166
Atalla, A. D. G., Zoromba, M. A., & Mohamed, S. M. S. (2024). Nurse managers’ knowledge and practices related to organizational citizenship behavior: Cross-sectional survey: Nurses and organizational citizenship behavior. Acta Bio Medica: Atenei Parmensis, 95(2), e2024066. https://doi.org/10.23750/abm.v95i2.15215
Atan, A., & Gelirli, N. (2024). Resilience and grit for sustainable well-being at work: Evidence from high-pressure service organizations. Sustainability, 17(16), 7486. https://doi.org/10.3390/su17167486
Chaanine, J. (2025). Strengthening Lebanese health care: Exploring the impact of organizational culture on employee loyalty through trust and job satisfaction. Leadership in Health Services, 38(2), 263–279. https://doi.org/10.1108/LHS-09-2024-0114
Changaranchola, M. N., & Samantara, R. (2024). Organizational justice and organizational citizenship behavior: Exploring the mediating role of psychological well-being at work. Rajagiri Management Journal, 18(3), 233–250. https://doi.org/10.1108/RAMJ-07-2023-0199
Chen, J., Ghardallou, W., Comite, U., Ahmad, N., Ryu, H. B., Ariza-Montes, A., & Han, H. (2022). Managing hospital employees’ burnout through transformational leadership: The role of resilience, role clarity, and intrinsic motivation. International Journal of Environmental Research and Public Health, 19(17), 10941. https://doi.org/10.3390/ijerph191710941
Fapohunda, M., Akinlolu, V. S., Omaghomi, T. T., & Atima, M. E. (2024). A policy and research framework for strengthening emergency response coordination across hospital units. International Journal of Advanced Multidisciplinary Research and Studies, 4(6), 2791–2799. https://doi.org/10.62225/2583049X.2024.4.6.5407
Foglia, E., Ferrario, L., & Garagiola, E. (2026). Enhancing healthcare workers’ safety and well-being through a comprehensive qualitative analysis across hospital settings. Scientific Reports, 16(1), 5084. https://doi.org/10.1038/s41598-026-35681-5
Gayathri, G., & Savarimuthu, A. (2025). Organizational justice as a predictor of organizational citizenship behavior and employee engagement in the healthcare sector: A conceptual study. Asia Pacific Journal of Health Management, 20(1), 43–56. https://doi.org/10.24083/apjhm.v20i1.3537
Hasibuan, J. S., & Farisi, S. (2025). Determinants of employee engagement and organizational citizenship behavior of nurses in public hospitals in Indonesia. Problems and Perspectives in Management, 23(1), 584. https://doi.org/10.21511/ppm.23(1).2025.44
Hoxha, G., Simeli, I., Theocharis, D., Vasileiou, A., & Tsekouropoulos, G. (2023). Sustainable healthcare quality and job satisfaction through organizational culture: Approaches and outcomes. Sustainability, 16(9), 3603. https://doi.org/10.3390/su16093603
Huang, S. Y., Huang, C. H., & Chang, T. W. (2022). A new concept of work engagement theory in cognitive engagement, emotional engagement, and physical engagement. Frontiers in Psychology, 12, 663440. https://doi.org/10.3389/fpsyg.2021.663440
Iqbal, R., Shahzad, K., & Donia, M. B. (2023). Environmentally specific transformational leadership and employee green attitude and behavior: An affective events theory perspective. Journal of Environmental Psychology, 92, 102181. https://doi.org/10.1016/j.jenvp.2023.102181
Kammeyer-Mueller, J. D., Rubenstein, A. L., & Barnes, T. S. (2024). The role of attitudes in work behavior. Annual Review of Organizational Psychology and Organizational Behavior, 11, 221–250. https://doi.org/10.1146/annurev-orgpsych-101022-101333
Majeed, S., Mufti, S., Peerzadah, S. A., & Nazir, N. A. (2026). Personality traits, organizational commitment and organizational citizenship behavior in healthcare: A study using McCrae and Costa’s meta-theoretical framework. Evidence-Based HRM: A Global Forum for Empirical Scholarship, 14(2), 402–420. https://doi.org/10.1108/EBHRM-07-2024-0251
Muzamil, M., & Shah, S. A. (2025). Organizational citizenship behavior in context of human service organizations. In Organizational citizenship behaviour in human service organizations: Going beyond the call of duty at the workplace (pp. 9–17). Springer Nature Singapore. https://doi.org/10.1007/978-981-96-9045-9_2
Nguyen, M. H., & Nguyen, X. N. (2026). The effect of job stress on work performance among medical staff in Vietnamese public hospitals: The mediating roles of organizational commitment and job satisfaction. Cogent Business & Management, 13(1). https://doi.org/10.1080/23311975.2026.2636327
Nisar, Q. A., Haider, S., Waqas, A., Khan, W. A., & Selem, K. M. (2024). Cost of organizational citizenship behaviors: Serial mediation model of citizenship fatigue. Management Research Review, 47(6), 904–927. https://doi.org/10.1108/MRR-08-2023-0540
Nuhu, M. S., Kamselem, K. M., Mustapha, M., & Abdullahi, M. S. (2025). Personal value, employee impact and service quality delivery: The mediating role of organizational citizenship behavior. International Journal of Quality and Service Sciences, 17(1), 1–24. https://doi.org/10.1108/IJQSS-06-2023-0081
Pratama, R. A., Purwati, P., Novita Sari, I., Puspita Rachma, U., & Khoirun Nikmah, F. (2025). Workplace anxiety as a bridge between job insecurity and work-life conflict: Insights from healthcare employees. Bulletin of Counseling and Psychotherapy, 7(2). https://doi.org/10.51214/002025071333000
Rizaie, M. E., Horsey, E. M., Ge, Z., & Ahmad, N. (2023). The role of organizational citizenship behavior and patriotism in sustaining public health employees’ performance. Frontiers in Psychology, 13, 997643. https://doi.org/10.3389/fpsyg.2022.997643
Sharma, A., Upadhyay, K., & Goel, S. (2025). Motivation among health care professionals: Strategies for improvement. Journal of Postgraduate Medicine Education and Research, 59(1), 35–38. https://doi.org/10.5005/jp-journals-10028-1702
Slavkovic, M., Eric, D., Miric, M., & Simonovic, M. (2023). Leveraging a synergy in motivation to effect job satisfaction of healthcare professionals in public blood bank units: A cross-sectional study. Journal of Multidisciplinary Healthcare, 16, 3203–3214. https://doi.org/10.2147/JMDH.S433813
Song, Y., Wang, Z., & Song, L. J. (2024). Going the extra mile for patients: Service-oriented high-performance work systems drive nurses' job crafting and extra-role service behaviour. Journal of Advanced Nursing, 80(9), 3637–3652. https://doi.org/10.1111/jan.16114
Tabassum, F., & Ghosh, N. (2023). Demystifying the catalytic role of retention strategies and psychological contract in the healthcare sector. Industrial and Commercial Training, 55(4), 470–492. https://doi.org/10.1108/ICT-05-2022-0030
Tayal, R., Tripathi, M., Singh, N., & Bamel, U. (2023). Antecedents and consequences of organisational citizenship behaviour: A mediated-moderation examination in an emerging economy. International Journal of Emerging Markets, 18(12), 6343–6367. https://doi.org/10.1108/IJOEM-09-2021-1383
Yi, M., Jiang, D., Wang, J., Zhang, Z., Jia, Y., Zhao, B., ... Chen, O. (2022). Relationships among thriving at work, organisational commitment and job satisfaction among Chinese front-line primary public health workers during COVID-19 pandemic: A structural equation model analysis. BMJ Open, 12(6), e059032. https://doi.org/10.1136/bmjopen-2021-059032
