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The copyright © of this thesis belongs to its rightful author and/or other copyright owner. Copies can be accessed and downloaded for non-commercial or learning purposes without any charge and permission. The thesis cannot be reproduced or quoted as a whole without the permission from its rightful owner. No alteration or changes in format is allowed without permission from its rightful owner.

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PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOUR:

A STUDY AT CONSIST COLLEGE SDN. BHD.

By

SYARIFAH NURUL ADILA BINTI SYED ALWEE

Thesis Submitted to School of Business Management,

UUM College of Business, University Utara Malaysia, In Fulfilment of the Requirement for the Master of Human Resource Management

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iv

PERAKUAN KERJA KERTAS PENYELIDIKAN (Certification of Research Paper) Saya, mengaku bertandatangan, memperakukan bahawa

(I, the undersigned, certified that)

SYARIFAH NURUL ADILA BINTI SYED ALWEE (822023) Calon untuk Ijazah Sarjana

(Candidate for the degree of)

MASTER OF SCIENCE (OCCUPATIONAL SAFETY & HEALTH MANAGEMENT) Telah mengemukakan kertas projek yang bertajuk

(has presented his/her project paper of the following title)

PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOUR: A STUDY AT CONSIST COLLEGE SDN. BHD.

Seperti yang tercatat di mukasurat tajuk dan kulit kertas penyelidikan (as it appears on the title page and front cover of the research paper)

Bahawa kertas projek tersebut boleh diterima dari segi bentuk serta kandungan dan meliputi bidang ilmu dengan memuaskan.

(that the project paper acceptable in the form and content and that a satisfactory knowledge of the field is covered by the project paper).

Nama Penyelia : NORIZAN BT. HAJI AZIZAN (Name of Supervisor)

Tandatangan : _____________________________

(Signature)

Tarikh : 18 AUGUST 2019

(Date)

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iii

PERMISSION TO USE

In presenting this Research Paper in partial fulfilment of the requirements for a Master’s Degree from the Universiti Utara Malaysia (UUM), I agree that the Library of this university may make it freely available for inspection. I further agree that permission for copying this thesis in any manner, in whole or in part, for scholarly purposes may be granted by my supervisor(s) or in their absence, by the Dean of School of Business Management where I did my thesis. It is understood that any copying or publication or use of this thesis or parts of it for financial gain shall not be allowed without my written permission. It is also understood that due recognition shall be given to me and to the UUM in any scholarly use which may be made of any material in my thesis.

Request for permission to copy or to make other use of materials in this thesis in whole or in part should be addressed to:

Dean of School of Business Management Universiti Utara Malaysia

06010 UUM Sintok Kedah Darul Aman

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iv ABSTRACT

This study examined the relationship between job satisfaction, affective commitment and transformational leadership with the organizational citizenship behaviour among academicians and administrative employees of CONSIST College Sdn. Bhd. The purpose of this study is to identify whether are there any relationship exist between job satisfaction, affective commitment and transformational leadership with the organizational citizenship behaviour among the chosen population. In this study, a quantitative approach was conducted which a primary data were collected through an online questionnaire. Through the questionnaire, all collected data recorded a total of 89 respondents from both academicians and administrative employees. CONSIST College which located in Hulu Klang, Selangor was chosen to be the main focus of this study which the sample of this study were both academicians and administrative employees of the college. For the questionnaire, a five point likert scale was used by the researcher which the intention is to measure the degree of job satisfaction, affective commitment, transformational leadership and organizational citizenship behaviour.

To analyse the relationship, both Pearson correlation and multiple regression analysis were used for this study. Based on the result obtained through these two analysis for all the three independent variables, it shows that job satisfaction, affective commitment and transformational leadership indeed have a statistically significant relationship with the organizational citizenship behaviour. Moreover, this study has also presented great numbers of past studies which proven the relationship of all variables along with the effectiveness of organizational citizenship behaviour towards the organization’s and employee’s performance and success and this includes the positive impacts as well.

Keyword: organizational citizenship behaviour, job satisfaction, affective commitment & transformational leadership.

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v ABSTRAK

Kertas kerja ini mengkaji hubungan diantara kepuasan berkerja, komitmen afektif, transformasi kepimpinan dengan gelagat kewarganegaraan orgnisasi (OCB) pada pekerja akademik dan pekerja pentadbiran dari CONSIST College Sdn. Bhd. Tujuan kertas kerja ini adalah untuk mengenalpasti samada wujud hubungan di antara kepuasan berkerja, komitmen afektif dan transformasi kepimpinan dengan gelagat kewarganegaraan organisasi (OCB) pada populasi yang telah dipilih. Untuk kertas kerja ini pendekatan kuantitatif telah dilakukan di mana data utama telah dikumpul melalui borang soal selidik dalam talian. Melalui borang soal selidik tersebut, semua data yang terkumpul telah merekodkan jumlah sebanyak 89 responden dari kedua-dua pekerja akademik dan pekerja pentadbiran. Kolej CONSIST terletak di Hulu Klang Selangor dan menjadi tumpuan utama untuk kertas kerja ini di mana sampel adalah dari kalangan pekerja akademik dan pekerja pentadbiran. Untuk borang soal selidik, lima skala likert telah digunakan oleh pengkaji yang berniat untuk mengukur tahap kepuasan berkerja, komitmen afektif, transformasi kempimpinan dan gelagat kewarganegaraan organisasi. Untuk mengkaji hubungan ini, kedua-dua analisis korelasi Pearson dan regresi pelbagai telah dilakukan. Melalui hasil yang diperolehi dari analisis untuk ketiga-tiga variable bebas, ia menunjukkan yang kepuasan berkerja, komitment afektif dan transformasi kempimpinan hubungan yang penting dengan gelagat kewarganegaraan organisasi. Lebih-lebih lagi, kertas kerja ini juga membentangkan banyak kertas-kertas kerja terdahulu yang telah membuktikan kewujudan hubungan untuk semua variable bebas bersama-sama dengan keberkesanan gelagat kewarganegaraan organisasi terhadap prestasi dan kejayaan organisasi dan perkerja dan ini termasuk juga impak positif.

Kata kunci: gelagat kewarganegaraan organisasi, kepuasan berkerja, komitmen afektif, dan transformasi kempimpinan

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vi

ACKNOWLEDGEMENT

In the name of Allah SWT, the most gracious and the most merciful and peace be upon our prophet Muhammad SAW.

All praise to Allah for blessing me with this outstanding yet unforgettable master’s journey. This journey was one of the most challenging mission I have ever undertaken in my life so far but all the pain mentally and physically endured were worth it. First of all, I would like express my sincere and deepest appreciation to my supervisor Pn.

Norizan Haji Azizan for her guidance, support and encouragement throughout the completion of this thesis and made it possible for me to successfully complete it.

To most vital of all, my beloved parents Syed Alwee and Mardziyah, this piece of work is specially dedicated for them and thank you for your unconditional love and support. To my husband the love of my life, the one who accept me during my weakest point in this master’s journey, my number one supporter, my motivator, my everything, thank you for everything you have done for me. Last but certainly not least, my sincere appreciation and gratitude to all my friends for giving me all the motivation, support and for always believe in me, lecturers and those who directly or indirectly supported throughout my master’s journey.

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vii

TABLE OF CONTENT

CERTIFICATION OF THESIS WORK……….

PERMISSION TO USE………...iii

ABSTRACT………... iv

ABSTRAK……….. v

ACKNOWLEDGEMENT……….... vi

TABLE OF CONTENT………vii

LIST OF TABLES……… xii

LIST OF FIGURES……… xiii

LIST OF ABBREVIATION………... xiv

CHAPTER ONE: INTRODUCTION 1.0 Introduction………... …. 1

1.1 Background of the study………. 1

1.2 Problem Statement………... 11

1.3 Research Questions……… 15

1.4 Research Objectives………... 15

1.5 Significance of the Study……… 16

1.6 Scope of the Study………... 18

1.7 Definition of Key Terms………. 17

1.8 Organization of the Thesis……….. 18

1.9 Conclusion……….. 20

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viii CHAPTER TWO: LITERATURE REVIEW

2.0 Introduction……… 21

2.1 Organizational Citizenship Behaviour……… 22

2.1.1 The Importance of Organizational Citizenship Behaviour…………. 25

2.2 Job Satisfaction……….. 25

2.2.1 The Importance of Job Satisfaction………28

2.3 Affective Commitment……….. 29

2.3.1 The Importance of Affective Commitment………30

2.4 Transformational Leadership………... 32

2.4.1 The Importance of Transformational Leadership……….. 34

2.5 Past Studies……….35

2.5.1 Job Satisfaction and Organizational Citizenship Behaviour………35

2.5.2 Affective Commitment and Organizational Citizenship Behaviour……….37

2.5.3 Transformational Leadership and Organizational Citizenship Behaviour……….39

2.6 Conclusion……….41

CHAPTER THREE: METHODOLOGY 3.0 Introduction………...42

3.1 Research Framework………...43

3.2 Research Design………..43

3.3 Population and Sampling Design………45

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ix

3.4 The Sampling Technique………46

3.5 Unit of Analysis………..46

3.6 Research Instrument………47

3.6.1 Instrument……….. 49

3.7 Data Collection Procedure……….. 50

3.8 Statistical Method………... 51

3.8.1 Descriptive Analysis………... 52

3.8.2 Reliability Analysis……….52

3.8.3 Multiple Regression………... 52

3.8.4 Correlation Coefficient………52

3.9 Conclusion……….. 53

CHAPTER FOUR: RESULTS AND DISCUSSION 4.0 Introduction……… 54

4.1 Response Rate……… 54

4.2 Respondent Demographic Findings………55

4.3 Reliability Analysis Result………..57

4.4 Correlation Analysis Result……….58

4.5 Multiple Regression Analysis………. 59

4.6 Conclusion……….. 61

CHAPTER 5: CONCLUSION AND RECOMMENDATION 5.0 Introduction……….6

5.1 Discussion………...64

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x

5.1.1 RQ1: Is there any relationship between job satisfaction

and organizational citizenship behaviour? ...65

5.1.2 RQ2: Is there any relationship between affective commitment and organizational citizenship behaviour? ...65

5.1.3 RQ3: Is there any relationship between transformational leadership and organizational citizenship behaviour? ………...65

5.2 Implications of Study………..66

5.2.1 Academic and Administrative Department……….66

5.2.2 CONSIST College………...67

5.3 Limitation of Study……….68

5.3.1 Time Constraint………...68

5.3.2 Limited Access to Literature………...69

5.3.3 Age of Data………. 70

5.3.4 Response from Respondent……….70

5.4 Recommendation……… 71

5.4.1 Revise the Structure of Compensation and Benefit……….71

5.4.2 Revise Promotion Structure……….72

5.4.3 Create Loyalty Programmes………73

5.4.4 Hire a Competent Leaders………...73

5.5 Future Research………...74

5.5.1 Research on Different Industry………74

5.5.2 Increase Number of Respondent………..75

5.5.3 Longer Period of Study………75

5.5.4 Include other Predictors………..76

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xi

5.6 Conclusion………..76

REFERENCE………78 APPENDIX A………...99

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xii

LIST OF TABLES

Table 3.1 Sample Size of Determination Table………..46

Table 3.2 Parts of the Questionnaire………48

Table 3.3 Measurement Items……….49

Table 3.4 Pilot Testing Reliability Test………...51

Table 4.1 Questionnaire Proportion and Response Frequency………55

Table 4.2 Respondents Demographic Background……….56

Table 4.3 Reliability Analysis Result………..58

Table 4.4 Pearson Correlation Analysis Result………...59

Table 4.5 Multiple Regression Model Summary……….60

Table 4.6 Multiple Regression result of Independent and Dependent Variables (ANOVA)……….60

Table 4.7 Multiple Regression Coefficients Result………61

Table 4.8 Summary of Results for Research Questions……….62

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xiii

LIST OF FIGURES

Figure 3.1 Research Framework………..43

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xiv

LIST OF ABBREVIATION

HRM Human Resource Management

OCB Organizational Citizenship Behaviour

JS Job Satisfaction

AC Affective Commitment

TL Transformational Leadership

RQ Research Question

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1 CHAPTER 1 INTRODUCTION

1.0 INTRODUCTION

Organizational citizenship behaviour (OCB) has been a favour to scholars in exploring and researching for more than 25 years and stand still to be one of the areas of interest for scholars to conduct research (Tambe & Shanker, 2014). It is believed that OCB is one of the important determinants and leading factors that enable an organization to achieve its competitiveness thus lead to a success in an intensity competitive advantage (Chan, 2014). For this study, it focuses on predictors of OCB whereby the researcher’s intention is to identify the relationship of the three predictors with the OCB. The researcher believes that through this study, an organization will then realize the importance and positive impact of OCB towards the organizational effectiveness.

1.1 BACKGROUND OF THE STUDY

Organ (1988) defined OCB as an individual behaviour that is discretionary, not directly or explicitly recognized by the formal reward system and such behaviour indeed promotes the effective functioning of an organization. Essentially, OCB is a set of behaviour that an employee holds whereby its willingness to go ‘the extra mile’

without expecting or demanding a reward from an organization. What it meant by

‘extra mile’ is an employee that exhibits a behaviour that go ‘beyond the call of duty’

and such behaviour is called OCB (Tambe & Shanker, 2014).

In this competitive era, each and every organizations are struggling in attracting and retaining good talent as this indeed beneficial towards organization success for a longer

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78

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APPENDIX A

QUESTIONNAIRE

SECTION A: DEMOGRAPHIC FACTORS

Instruction: Please read each question carefully and tick (/) one option for all questions that stated below:

1) Gender:

 Male

 Female 2) Race:

 Malay

 Chinese

 Indian

 Other (Please state):___________________________________________

3) Age (years):

 Less than 21 years

 21-30 years

 31-40 years

 41-50 years

 More than 50 years 4) Marital Status:

 Single

 Married

 Divorced 5) Educational Level

 Sijil Pelajaran Malaysia (SPM)

 Diploma

 Bachelor’s Degree

 Master’s Degree

 Doctoral 6) Department:

 Academic

 Administration

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100 7) Tenure of Service:

 Less than 6 years

 6-10 years

 11-15 years

 16-20 years

 More than 20 years

SECTION B: JOB SATISFACTION

Listed below are the series of statements that represents feelings that you may have about your current job. There is no right or wrong answers. Your responses will be treated as strictly confidential. Please circle your answer based on the following scale:

5 – Strongly Agree 4 – Agree

3 – Not Sure 2 – Disagree

1 – Strongly Disagree

1 All in all, I am satisfied with the members in my work group. 1 2 3 4 5 2 All in all, I am satisfied with my immediate supervisor. 1 2 3 4 5 3 All in all, I am satisfied with my job now. 1 2 3 4 5 4 All in all, I am satisfied with this organization, compared to other company 1 2 3 4 5 5 Considering my skills and level of education that I

have, I am satisfied with my pay and benefit that I

get in this organization. 1 2 3 4 5

6 Most people in this organization are satisfied with the job that done now 1 2 3 4 5 7 I never thought to leaving this organization even

the condition of this company is not stable for this

moment 1 2 3 4 5

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101 SECTION C: AFFECTIVE COMMITMENT

Listed below are the series of statements that represents your level of commitment that you may have with your company. Your responses will be treated as strictly confidential. Please circle your answer based on the following scale:

5 – Strongly Agree 4 – Agree

3 – Not Sure 2 – Disagree

1 – Strongly Disagree

1 I would be happy to spend the rest of my career with this organization. 1 2 3 4 5 2 I enjoy discussing about my organization with people outside it. 1 2 3 4 5 3 I really feel as if this organization’s problems are my own. 1 2 3 4 5 4 I do feel like ‘part of the family’ at my organization. 1 2 3 4 5 5 I do feel ‘emotionally attached’ to this organization. 1 2 3 4 5 6 This organization has a ‘sentimental value’ to me. 1 2 3 4 5 7 I do feel a strong sense of belonging to this organization. 1 2 3 4 5

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102

SECTION D: TRANSFORMATIONAL LEADERSHIP

The following items relate to the leadership behaviours of a superior as perceived by the subordinate. Your responses will be treated as strictly confidential. Use the following scale to indicate the appropriateness of each statement.

Please circle your answers.

5 – Strongly Agree 4 – Agree

3 – Not Sure 2 – Disagree

1 – Strongly Disagree

1 My Supervisor talks about his/her most important values and beliefs. 1 2 3 4 5 2 My Supervisor instills pride in me for being associated with him/her. 1 2 3 4 5 3 My Supervisor specifies the importance of having a strong sense of purpose. 1 2 3 4 5 4 My Supervisor goes beyond self-interest for the good of the group. 1 2 3 4 5 5 My Supervisor acts in ways that builds my respect. 1 2 3 4 5 6 My Supervisor considers the moral and ethical consequences of decisions. 1 2 3 4 5 7 My Supervisor displays a sense of power and confidence. 1 2 3 4 5 8 My Supervisor emphasizes the importance of having a collective sense of mission. 1 2 3 4 5 9 My Supervisor talks optimistically about the future. 1 2 3 4 5 10 My Supervisor talks enthusiastically about what needs to be accomplished. 1 2 3 4 5 11 My Supervisor articulates a compelling vision of the future. 1 2 3 4 5 12 My Supervisor expresses confidence that goals will be achieved. 1 2 3 4 5 13 My Supervisor re-examines critical assumptions to question whether they are appropriate. 1 2 3 4 5 14 My Supervisor seeks different perspectives when solving problems. 1 2 3 4 5 15 My Supervisor gets me to look at problems from many different angles. 1 2 3 4 5

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16 My Supervisor suggests new ways of looking at how to complete assignments. 1 2 3 4 5 17 My Supervisor spends time teaching and coaching. 1 2 3 4 5 18 My Supervisor treats me as an individual rather than just a member of a group. 1 2 3 4 5 19 My Supervisor considers me as having different needs, abilities, and aspirations from others. 1 2 3 4 5 20 My Supervisor helps me to develop my strengths. 1 2 3 4 5

SECTION E: ORGANIZATIONAL CITIZENSHIP BEHAVIOUR

Listed below are statements about your job behaviour. Use the following scale to indicate how much you agree or disagree with them. Your responses will be treated as strictly confidential. Please circle your answer based on the following scale

5 – Strongly Agree 4 – Agree

3 – Not Sure 2 – Disagree

1 – Strongly Disagree

1 I would like to tell outsider about good news of my

department 1 2 3 4 5

2 I am willing to stand up to protect the reputation of the

department 1 2 3 4 5

3 I have actively attend department meeting 1 2 3 4 5 4 I do not mind taking on new challenging assignment. 1 2 3 4 5 5 I make constructive suggestions that can improve the

operations of the department. 1 2 3 4 5

6 I am willing to coordinate and communicate with

colleagues. 1 2 3 4 5

7 I take one’s job seriously and rarely makes

mistake 1 2 3 4 5

8 I often arrive early and start to work immediately. 1 2 3 4 5 9 I comply with department rules and procedures even

when nobody watches and no evidence can be traced. 1 2 3 4 5 10 I avoid consuming a lot of time complaining about

trivial matters. 1 2 3 4 5

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11 I am willing to assist new colleagues to adjust to the

work environment. 1 2 3 4 5

12 I am willing to help colleagues solve work-related

problems. 1 2 3 4 5

13 I am willing to cover work assignment for colleagues

when needed. 1 2 3 4 5

14 I perform only required tasks. 1 2 3 4 5

15 I try hard to self study to increase the quality of work

outputs. 1 2 3 4 5

16 I avoid taking actions that hurts others. 1 2 3 4 5 17 I avoid hurting other people’s right to common / shared

resources (including clerical help, materials, etc). 1 2 3 4 5 18 I do not initiate actions before consulting with others

that

might be affected. 1 2 3 4 5

19 I try to avoid creating problems for colleagues. 1 2 3 4 5 20 I avoid focusing on what’s wrong with his/her (my

colleagues) situation. 1 2 3 4 5

Thank you for your cooperation...!

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