Enhancing Performance Through Perceived Organizational Support: The Mediating Role Of Organizational Citizenship Behavior In Indonesia’s Civil Service

Abstract

This study examines how employee performance in Indonesia's public service is affected by perceived organizational support (POS), with a focus on the mediating function of organizational citizenship behavior (OCB). Despite various reform efforts, a significant portion of Indonesia’s civil servants continue to exhibit low performance due to factors such as weak motivation, lack of discipline, and minimal engagement. These challenges highlight the need to explore behavioral and psychological drivers of performance beyond technical interventions. Using a quantitative methodology, information was gathered from 344 employees at the National Civil Service Agency (BKN) and the model was tested using a Structural Equation Modeling approach. A six-item version of the Survey of Perceived Organizational Support (SPOS) was employed to measure POS. OCB through altruism, conscientiousness, sportsmanship, and performance via four government-aligned indicators: quality, quantity, timeliness, and effectiveness. Results demonstrate that POS positively and significantly impact OCB and employee performance. Furthermore, OCB mediates the relationship between POS and employee performance. This finding indicates that supportive organizational environments foster proactive and voluntary behaviors that contribute to improved performance outcomes. These findings highlight the importance of psychological and behavioral dynamics in improving civil service performance. This study offers a novel contribution by integrating POS and OCB within a bureaucratic context, an area rarely addressed in prior research. It advances a holistic model of employee performance applicable to hierarchical public institutions and provides practical insights for public sector leaders aiming to improve service delivery through organizational support