Elevating Organizational Citizenship Behavior among Local Government Employees: The Mediating Role of Job Satisfaction

Rashidah Mohamad Ibrahim,Ahmad Munir Mohd Salleh,Mazuri Abd Ghani

doi:10.5539/ass.v9n13p92

Rashidah Mohamad Ibrahim, Ahmad Munir Mohd Salleh + Show 1 more

Open Access

https://doi.org/10.5539/ass.v9n13p92

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Journal: Asian Social Science	Publication Date: Sep 29, 2013
Citations: 15	License type: cc-by

Affiliation: Sultan Zainal Abidin University

Abstract

Local Government being the third-tier in Malaysian government has been identified as one of the government agencies mandated to drive the economic growth and development of a particular district and its residents. For years, local governments have been plagued with public complaints as the issues of inefficiency of service quality and service delivery has yet to meet the expectation of the public. Thus, the objectives of this study were to explore the extent to which the quality of leader-member exchange (LMX) affected the subordinates’ organizational citizenship behaviors’ (OCB) and job satisfaction as well as the role of job satisfaction in mediating this relationship. Data from a sample of 212 employees of local government through a structured questionnaire using disproportioned stratified sampling procedure were used to examine the hypothesized model. Result proved that, after controlling for selected demographic variables, the quality of LMX has a positive impact towards the subordinates exhibiting citizenship behavior and their level of job satisfaction. Furthermore, the finding confirmed that job satisfaction partially mediated the relationship between LMX and citizenship behavior. In conclusion, to fulfill the mandated objectives and to instill public confidence towards efficiency of the various services provided by the local government, fostering quality dyadic relationship and improving satisfaction among the workforce should be given priority as these elements have proved to be significant in elevating the citizenship behavior among the local governments’ employees.

Highlights

One of the biggest challenges facing service organizations is to cater the needs of its end-users in providing continuously high quality service on the back of limited resources like workforce, financial and infrastructure
As put forward by Lo et al (2006), the central premise of organizational citizenship behaviors’ (OCB) theory was that leader-member exchange (LMX) was partially an expression of subordinates gratitude and reciprocity for positive work-related behaviors originating from a high-quality relationship with one’s supervisors
In conformity with previous studies, empirical evidence obtained from this study provided support of the significant influence of LMX and OCB in Malaysian context

Summary

Introduction

One of the biggest challenges facing service organizations is to cater the needs of its end-users in providing continuously high quality service on the back of limited resources like workforce, financial and infrastructure. Delivering consistently quality service is among the important factors that contribute to the reputation and strong standing of an organization in the eyes of the public. Public service organization like local government is no exception as this important agency plays a crucial role in providing public goods and services that are specific to its localities. Being close to the community, local government is burdened with multilayered tasks in their efforts to provide good service delivery and to maintain citizen satisfaction. OCB is the possible solution in meeting citizen satisfaction as OCB is among the important factors in influencing organizational effectiveness at relatively low cost (Organ, 1988)

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