An integrated mediating and moderating model to improve service quality through job involvement, job satisfaction, and organizational commitment

Al-Refaei, Abd Al-Aziz and Mohd Ali, Hairuddin and Ateeq, Ali Ahmed and Alzoraiki, Mohammed (2023) An integrated mediating and moderating model to improve service quality through job involvement, job satisfaction, and organizational commitment. Sustainability, 15 (2). 1/22-23/22. ISSN 2071-1050 E-ISSN 2071-1050

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Abstract

Employees’ perception of their job and organization is believed to influence service quality (SQ). Hence, this study aims to integrate a mediating and moderating model to improve SQ through job involvement (JI), job satisfaction (JS), and organizational commitment (OC), and investigate how that model incorporating JI, JS, and OC can improve SQ in higher education contexts in developing countries. This study applied a conceptual integration between employees who provide the service and customer-perceived service quality. Data collection from the respondents was performed using a two-sample research design and two sets of questionnaires. The academic staff (296 responses) and their students (1480 responses) formed the study’s sample size. Structural Equation Modelling (SEM) was used to analyze the collected data. The data analysis showed a significant impact of JS on OC and SQ (i.e., the quality of lectures they received in the classroom that shaped their learning experiences). OC significantly affected SQ and partially mediated the effect of JS and SQ. JI plays a moderator role in the JS-OC and SQ relationship. This study contributes to the literature by linking employees’ JI, JS, and OC to SQ. Employee JI, JS, and OC are crucial in promoting service quality. Practical implications for students, employees, institutions, and society were provided.

Item Type:	Article (Journal)
Uncontrolled Keywords:	service quality; job involvement; job satisfaction; organizational commitment; social exchange theory
Subjects:	H Social Sciences > H Social Sciences (General) > H65 Schools. Institutes of social sciences H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5549 Personnel management
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Education
Depositing User:	Dr Abd al-aziz Al-refaei
Date Deposited:	14 Jul 2023 09:46
Last Modified:	14 Jul 2023 09:46
URI:	http://irep.iium.edu.my/id/eprint/105597

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