ABSTRACT

THIS DISSERTATION EXAMINES HOW PERCEIVED ORGANISATIONAL SUPPORT RELATES TO ORGANISATIONAL CITIZENSHIP BEHAVIOUR AMONG FULL‑TIME EMPLOYEES IN MACAO’S BANKING INDUSTRY, AND TESTS WHETHER JOB MOTIVATION (I.E., INTRINSIC AND EXTRINSIC) AND OVERALL JOB SATISFACTION MEDIATE THAT RELATIONSHIP. A CROSS‑SECTIONAL QUANTITATIVE SURVEY WAS ADMINISTERED ONLINE TO A CONVENIENCE SNOWBALL SAMPLE OF 151 BANK EMPLOYEES IN MACAO. PERCEIVED ORGANISATIONAL SUPPORT SHOWED POSITIVE RELATIONSHIPS WITH ORGANISATIONAL CITIZENSHIP BEHAVIOUR, INTRINSIC MOTIVATION, EXTRINSIC MOTIVATION, AND JOB SATISFACTION. MEDIATION ANALYSES SHOWED THAT THE EFFECT OF PERCEIVED ORGANISATIONAL SUPPORT ON ORGANISATIONAL CITIZENSHIP BEHAVIOUR OPERATED THROUGH MOTIVATIONAL PATHWAYS: BOTH INTRINSIC AND EXTRINSIC MOTIVATION MEDIATED THE RELATIONSHIP, WHILE JOB SATISFACTION DID NOT SERVE AS A SIGNIFICANT MEDIATOR IN THE MULTIPLE‑MEDIATOR MODEL. EMPLOYEES WITH LONGER TENURE TENDED TO REPORT GREATER PERCEIVED ORGANISATIONAL SUPPORT, STRONGER MOTIVATION AND JOB SATISFACTION, AND HIGHER ORGANISATIONAL CITIZENSHIP BEHAVIOURS; EMPLOYEES IN FOREIGN BANKS REPORTED HIGHER EXTRINSIC MOTIVATION AND JOB SATISFACTION THAN THOSE IN LOCAL BANKS. THE STUDY CONTRIBUTES BY TESTING A DUAL‑MEDIATOR MODEL IN MACAO’S BILINGUAL, REGULATED BANKING CONTEXT AND HIGHLIGHTS MOTIVATIONAL MECHANISMS ARE THE PROXIMAL PATHWAYS THROUGH WHICH PERCEIVED ORGANISATIONAL SUPPORT TRANSLATES INTO ORGANISATIONAL CITIZENSHIP BEHAVIOUR. BANKS SHOULD INSTITUTIONALISE EMPLOYEE SUPPORT PRACTICES AND COMBINE THESE WITH INTERVENTIONS THAT STRENGTHEN BOTH INTRINSIC AND EXTRINSIC MOTIVATION, SUCH AS JOB ENRICHMENT, TARGETED RECOGNITION, AND REWARD SCHEMES, TO FOSTER ORGANISATIONAL CITIZENSHIP BEHAVIOUR.