The Relationship between Internal Service Quality and Organizational Commitment

Purpose The purpose of this paper is to analyze the relationship between management process alignment, service quality, organizational commitment and high educational performance. Design/methodology/approach The population of this study was all higher education institutions which provide undergraduate program and operate in Makassar. This study included a total sample of 312 respondents. Findings There is significant effects of mediation variables of service quality (M1) and organizational commitment (M2) on the relationship between management process alignment (X) and high educational performance (Y) in Makassar, Indonesia. Research limitations/implications For this study, cross-sectional data are used considering only one point of time due to which it is harder to see developments. There is a diversity of the characteristics of respondents, especially in terms of age, education, and status, so there is a possibility of a different perception of the content of the questionnaire that affected the selected answer. Originality/value This study considered the significant effects of mediation variables of service quality (M1) and organizational commitment on the relationship between management process alignment (X) and high educational performance. Previously, no research has been undertaken to examine the relationship between the location of the study and higher education institutions in the context of Makassar, Indonesia.

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strength of internal service quality on employee’s turnover intention and job satisfaction to organizational commitment

AMCA Journal of Community Development ◽

10.51773/ajcd.v1i2.71 ◽

2021 ◽

Vol 1 (2) ◽

pp. 21-26

Author(s):

Ika Fuji Rahayu ◽

Latipun Latipun

Keyword(s):

Job Satisfaction ◽

Data Analysis ◽

Organizational Commitment ◽

Service Quality ◽

Turnover Intention ◽

Direct And Indirect Effects ◽

Job Descriptive Index ◽

Internal Service Quality ◽

Mediating Variables ◽

Micro Analysis

The purpose of this research is to examine the direct and indirect effects of internal service quality (ISQ) on turnover intention through job satisfaction and organizational commitment as mediating variables. There were 208 employees of Banks in Ternate, Indonesia, participating as the subjects of this research. In this research, Staying or Leaving Index, Job Descriptive Index, Organizational Commitment Scale and SERVQUAL are used to measure employee’s turnover intention, job satisfaction, organizational commitment, and ISQ, respectively. In the data analysis, a Path Process Micro Analysis was employed. The result of data analysis showed that ISQ has a direct effect on job satisfaction, organizational commitment, and turnover intention. Indirectly, ISQ also has an effect on turnover intention through job satisfaction and organizational commitment. Directly, the effect of ISQ on turnover intention is higher than indirect effect through mediating variables. The implication of this research results will be specially presented in the discussion.

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More than lip service to internal market orientation: a multilevel investigation of the role of internal service quality

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-10-2020-1133 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ziying Mo ◽

Matthew Tingchi Liu ◽

IpKin Anthony Wong

Keyword(s):

Organizational Commitment ◽

Service Quality ◽

Self Determination Theory ◽

Self Determination ◽

Content Type ◽

Internal Service Quality ◽

Internal Market Orientation ◽

Task Satisfaction ◽

Job Task ◽

Service Profit Chain

Purpose Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation (IMO) on an organizational commitment by investigating the interactive effect between job (task) satisfaction and internal service quality in the field of hospitality and tourism. Design/methodology/approach This study examines the cross-level effects of internal service quality through a time-lagged field study with multilevel structural equation modeling analysis that involved 667 frontline employees from 40 casino hotels. Findings The results reveal the IMO has an indirect effect on affective and normative organizational commitments through the interaction of job (task) satisfaction with internal service quality, such that internal service quality compensates for relatively low levels of job (task) satisfaction. While no indirect effect is found on continuance organizational commitment. Research limitations/implications This study extends the service-profit chain by integrating self-determination theory and by investigating IMO’s indirect effects on commitment through the interaction between job (task) satisfaction and internal service quality. Practical implications The study provides practical solutions to the employee servicing and employee retention dilemmas faced by casino organizations. Originality/value This study advances the service-profit chain literature by proposing and theorizing an internal process of IMO, through the cross-level buffering effect of internal service quality on the relationship between job (task) satisfaction and organizational commitment. This study further presents the theoretical and managerial implications by understanding how employees’ perceptions and interpretations of IMO affect their commitment.

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