International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

Frequency: 12
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 Volume 12, Issue 1 (January 2025), Pages: 19-29

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 Original Research Paper

The impact of self-efficacy on service quality in private universities: The mediating role of organizational citizenship behavior

 Author(s): 

 Muji Gunarto 1, *, Dian Cahyawati 2, Pitri Yanti 3

 Affiliation(s):

 1Master of Management Program, Universitas Bina Darma, Palembang, Indonesia
 2Mathematics Study Program, Universitas Sriwijaya, Palembang, Indonesia
 3Doctoral Program in Management, Universitas Pendidikan Indonesian, Bandung, Indonesia

 Full text

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 * Corresponding Author. 

  Corresponding author's ORCID profile: https://orcid.org/0000-0001-9494-2127

 Digital Object Identifier (DOI)

 https://doi.org/10.21833/ijaas.2025.01.003

 Abstract

This study investigates the relationship between self-efficacy and service quality in private universities, focusing on the mediating role of Organizational Citizenship Behavior (OCB). Using a quantitative research approach, data were collected from 85 higher education institutions through surveys and analyzed with Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results demonstrate that self-efficacy positively influences both OCB and service quality, particularly through reliability as a key indicator of service quality. However, OCB does not mediate the relationship between self-efficacy and service quality, suggesting the influence of other factors such as technical skills and institutional policies. The findings highlight the importance of self-efficacy and OCB in enhancing service quality and emphasize the need for regular evaluations, increased support, and targeted training programs to strengthen lecturers’ self-efficacy. Universities are encouraged to promote OCB activities, including peer collaboration, student support, and curriculum development, offering valuable insights for managerial and policy improvements in private higher education institutions.

 © 2024 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords

 Self-efficacy, Service quality, Organizational citizenship, Higher education, Quantitative analysis

 Article history

 Received 6 February 2024, Received in revised form 2 December 2024, Accepted 15 December 2024

 Acknowledgment

No Acknowledgment.

 Compliance with ethical standards

 Ethical considerations

Informed consent was obtained from all participants, ensuring they were aware of the study’s purpose and their rights, including confidentiality. Data was anonymized and securely stored.

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

 Gunarto M, Cahyawati D, and Yanti P (2025). The impact of self-efficacy on service quality in private universities: The mediating role of organizational citizenship behavior. International Journal of Advanced and Applied Sciences, 12(1): 19-29

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 Figures

 Fig. 1 Fig. 2 Fig. 3 Fig. 4 

 Tables

 Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 Table 8 Table 9 

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