This study aims to examine and analyze the effect of job satisfaction on organizational citizenship behavior, both on the direct and indirect effect on employees of favehotel Ahmad Yani Banjarmasin. This study uses an explanatory research method with a quantitative approach. The data analysis method used is descriptive analysis and path analysis. The study population was all employees of favehotel ahmad yani Banjarmasin and a sample of 67 respondents. The results of this study indicate that Job Satisfaction has a significant effect on Organizational Citizenship Behavior with a path coefficient value of 0.604. Organizational Citizenship Behavior has a significant effect on employee performance with a path coefficient value of 0.320. Job Satisfaction has a significant effect on Employee Performance with a path coefficient value of 0.280. Organizational Citizenship Behavior does not mediate job satisfaction on employee performance with a direct effect value that is greater than the indirect effect.

Focusing on customer satisfaction is one of the keys to the success of a business, so the company can gain profit and wider market share. Service quality dimensions are: physical evidence, reliability, responsiveness, assurance and empathy are used by companies to better understand expectations or customer perceptions of the desired service, resulting in improved service quality. This research is an associative survey research using nonprobability sampling technique, using multiple regression analysis technique. The result of hypothesis testing proves that all independent variables consisting of physical evidence, reliability, responsiveness, assurance and empathy partially have a positive and significant effect on the dependent variable that is customer satisfaction. The influence of each independent variable in sequence that is, reliability variable equal to 0,919, variable of empathy equal to 0,913, variable of responsiveness equal to 0,811, variable of guarantee equal to 0,805 and physical evidence variable equal to 0,789. Salain is also variable physical evidence, reliability, responsiveness, assurance and empathy simultaneously have a positive and significant effect on customer satisfaction with the magnitude of influence is 0.956.