IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 23, Issue 1. Ser. VII (January 2021), PP 06-11 www.iosrjournals.org DOI: 10.9790/487X-2301070611 www.iosrjournals.org 6 | Page Impact of Organizational Commitment, Perceived Organizational Support and Emotional Quotient toward Organizational Citizenship Behavior (OCB) in Offices of Customs and Excise Supervision and Service Beni Sutono 1 , Anwar Sanusi 2 , Achmad Firdiansjah 3 1 (Master degree program in management, University of Merdeka Malang, Indonesia) 2,3 (Faculty of Economics and Business, University of Merdeka Malang, Indonesia) Abstract This research was conducted to analyze the influence of the variable Organizational Commitment, Perceived Organizational Support (POS), Emotional Quotient on Organizational Citizenship Behavior (OCB) at the Service and Supervision Office of Customs and Excise Type Madya Excise Malang. The design of this research is quantitative, involving 80 respondents as employees in the Customs and Excise office, Middle Type in Malang city. The method in this research is multiple linear regression and is equipped with classical assumption tests which include normality test, heteroscedasticity assumption test, multicollinearity assumption test operated using the SPSS application. The results of this study indicate that Organizational Commitment, Perceived Organizational Support, and Emotional Quotient have a significant effect on the Organizational Citizenship Behavior of employees in the Customs and Excise office. Emotional Quotient has a dominant effect on Organizational Citizenship Behavior (OCB). Keywords: Organisational Commitment, Perceived Organisational Support (POS), Emotional Quotient dan Or ganizational Citizenshi p Behavior (OCB) -------------------------------------------------------------------------------------------------------------------------------------- Date of Submission: 14-01-2021 Date of Acceptance: 29-01-2021 --------------------------------------------------------------------------------------------------------------------------------------- I. Introduction As an institution that plays an important role in safeguarding the state's financial rights, the Directorate General of Customs and Excise (DGCE) has a complex and growing function. The role of the Directorate General of Customs and Excise ranks is very large in global trade and competitiveness, especially related to the supervision of state financial rights, protection of the environment and social interests of national interest, and facilitation of trade. Related to service functions where the process is direct contact with service users, the Customs and Excise Service and Supervision Office has a strategic role as the spearhead in carrying out some of the roles of the Directorate General of Customs and Excise, especially within the Regional Office of the Directorate General of Customs and Excise, East Java II. Currently, the Customs and Excise Supervision and Service Office of Malang Type Intermediate Excise is facing challenges of change both from external and adjustment to internal changes. Under these conditions, employees are required to be able to face and adapt to changes and developments that occur. Employees are the key to a successful change. Organizational Citizenship Behavior (OCB) is employee behavior that exceeds the standards expected by the organization, and may not explicitly be measured in the formal work system, but overall can improve the performance and effectiveness of organizational functions (Organ, 1988). In line with this, the Malang Customs and Excise Service and Supervision Office have implemented a new Balance Scorecard (BSC) concept for performance measurement as well as new performance management. The goal is none other than to be able to keep up with the times and demand better performance to gain public trust. Organizational commitment is a variable that is closely related to Organizational Citizenship Behavior. Employee commitment to the organization can bring changes to improve organizational performance. Some research results conclude that commitment affects the performance of an organization. If employees are very interested in the goals, values, and goals of the organization, the expectations of an institution for employee commitment are achieved. Perceived Organizational Support (POS) according to Eisenberger (2001) is the perception of employees how the organization appreciates the contribution they have made and cares about their welfare. Organizational Citizenship Behavior itself is also greatly influenced by the emotional intelligence (emotional quotient) of each individual in an organization. According to Goleman in 2008, in his book "Working with Emotional Quotient", emotional intelligence is the ability to recognize our feelings and the feelings of others,