Service Innovation Strategy in Improving Service Quality at The Badan Pertanahan Nasional (BPN) Medan

Khairina Maulida Paramitha ; Ananda Putri Mawaddah ; Ayu Wulan Dari ; Muhammad Arif ; Fauzan Zulfikar ; Lisdayani ; Lisdayani ; Yenti Anita Harahap ; Anggia Sari Lubis ; Toni Hidayat
International Journal of Management and Digital Sc... 📅 2025 Vol 2, No 3 🔗 DOI: 10.70062/managementdynamics.v2i3.297
Abstract
This study aims to analyze the influence of Organizational Citizenship Behavior (OCB) and Adversity Quotient on employee performance at CV. Mitra Pratiwi. OCB refers to employee voluntary behavior that goes beyond their formal duties, while Adversity Quotient describes an individual's ability to face challenges and work pressures. The research method used is quantitative with data collection techniques through questionnaires. The sample of this study consisted of 50 employees selected using purposive sampling techniques. The results of the study indicate that OCB and Adversity Quotient have a positive and significant influence on employee performance, both simultaneously and partially. This finding confirms that employees with high levels of OCB and good resilience in facing difficulties are more likely to have superior work performance. Therefore, companies need to improve a work culture that encourages positive voluntary behavior and builds employee mental resilience in facing work challenges.
Keywords
Organizational Citizenship Behavior; Adversity Quotient; Employee Performance; CV. Mitra Pratiwi
How to Cite

Khairina Maulida Paramitha, et al. (2025). Service Innovation Strategy in Improving Service Quality at The Badan Pertanahan Nasional (BPN) Medan. International Journal of Management and Digital Sciences, 2(3). https://doi.org/10.70062/managementdynamics.v2i3.297

Khairina Maulida Paramitha; Ananda Putri Mawaddah; Ayu Wulan Dari; Muhammad Arif; Fauzan Zulfikar; Lisdayani, Lisdayani; Yenti Anita Harahap; Anggia Sari Lubis; Toni Hidayat, "Service Innovation Strategy in Improving Service Quality at The Badan Pertanahan Nasional (BPN) Medan," International Journal of Management and Digital Sciences, vol. 2, no. 3, 2025.

Khairina Maulida Paramitha; Ananda Putri Mawaddah; Ayu Wulan Dari; Muhammad Arif; Fauzan Zulfikar; Lisdayani, Lisdayani; Yenti Anita Harahap; Anggia Sari Lubis; Toni Hidayat. "Service Innovation Strategy in Improving Service Quality at The Badan Pertanahan Nasional (BPN) Medan." International Journal of Management and Digital Sciences, vol. 2, no. 3, 2025.

Khairina Maulida Paramitha; Ananda Putri Mawaddah; Ayu Wulan Dari; Muhammad Arif; Fauzan Zulfikar; Lisdayani, Lisdayani; Yenti Anita Harahap; Anggia Sari Lubis; Toni Hidayat. "Service Innovation Strategy in Improving Service Quality at The Badan Pertanahan Nasional (BPN) Medan." International Journal of Management and Digital Sciences 2, no. 3 (2025).

Khairina Maulida Paramitha, et al. (2025) 'Service Innovation Strategy in Improving Service Quality at The Badan Pertanahan Nasional (BPN) Medan', International Journal of Management and Digital Sciences, 2(3). doi: 10.70062/managementdynamics.v2i3.297.

Khairina Maulida Paramitha; Ananda Putri Mawaddah; Ayu Wulan Dari; Muhammad Arif; Fauzan Zulfikar; Lisdayani, Lisdayani; Yenti Anita Harahap; Anggia Sari Lubis; Toni Hidayat. Service Innovation Strategy in Improving Service Quality at The Badan Pertanahan Nasional (BPN) Medan. International Journal of Management and Digital Sciences. 2025;2(3).

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