scholarly journals The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia

2021 ◽  
Vol 9 (1) ◽  
pp. 43-60
Author(s):  
Goran Perić ◽  
Sandra Dramićanin ◽  
Nebojša Pavlović
Keyword(s):  
Organizational Commitment ◽  
Service Quality ◽  
Employee Satisfaction ◽  
Future Research ◽  
Satisfaction Survey ◽  
Job Satisfaction Survey ◽  
Travel Agencies ◽  
Internal Service Quality ◽  
Research Findings ◽  
Research Recommendations

The aim of the research is to observe the influence of internal service quality and employee satisfaction on organizational commitment of employees in travel agencies. A sample of 150 respondents employed in travel agencies in Serbia was surveyed in April 2020, using the questionnaire technique and validated instruments: a modified SERVQAL model, Job Satisfaction Survey (JSS) and Organizational Commitment Questionnaire (OCQ). The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies was tested using multiple regression. Research findings have indicated that the increase in internal service quality and employee satisfaction is accompanied by an increase in organizational commitment of employees in travel agencies. Finally, the results, implications and limitations are presented, and future research recommendations are specified.

scholarly journals Komitmen Organisasi pada Dosen Generasi Milenial

2018 ◽  
Vol 3 (2) ◽  
pp. 153
Author(s):  
Reza Lidia Sari
Keyword(s):  
Job Satisfaction ◽  
Regression Analysis ◽  
Organizational Commitment ◽  
Sampling Technique ◽  
Professional Commitment ◽  
Satisfaction Survey ◽  
Analysis Method ◽  
Job Satisfaction Survey ◽  
Factors Influencing ◽  
Research Findings

<p>In Human Resource Management, workers from the millennial generation, including those working as lecturers in Indonesia, are often studied with regard to their low level of organizational commitment. Millennial lecturers are often faced with various challenges that can trigger them to decide to quit their jobs and leave the college. This research aimed to discover the factors influencing millennial lecturers’ organizational commitment. The instruments used were the Organizational Commit­ment Scale, Job Satisfaction Survey, and Professional Commitment Scale. The respondents were 123 lecturers from 10 universities in Padang, Jakarta, and Bali, who were selected using purposive sampling technique. The analysis method used was a multiple regression analysis. The research findings showed that job satisfaction and professional commitment, to be exact, their satisfaction with supervisors, professional commitment continuance and normative professional commitment had a significant impact on these lecturers’ organizational commitment. The result of this study delivers important implications to universities in managing their millennial lecturers so that they can improve their organizational commitment.</p><p> </p><p> </p>

scholarly journals Job satisfaction and organizational commitment of employees in tourism: Serbian Travel agency case

2021 ◽  
Vol 26 (4) ◽  
pp. 50-64
Author(s):  
Sandra Dramićanin ◽  
Goran Perić ◽  
Nebojša Pavlović
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Survey Method ◽  
Fringe Benefits ◽  
Future Research ◽  
Travel Agency ◽  
Job Satisfaction Survey ◽  
Research Findings ◽  
Questionnaire Research ◽  
Contingent Rewards

The aim of this research is to examine the relationships between the factors of job satisfaction (pay, promotion, supervision, fringe benefits, contingent rewards, operating procedures, co-workers, nature of work and communication) identified by Spector and the organizational commitment in travel agencies in Serbia. The survey was conducted during March and April 2020, on a sample of 152 respondents, using a survey method and validated instruments: Job Satisfaction Survey and Organizational Commitment Questionnaire. Research findings indicate a significant positive relationship between job satisfaction and organizational commitment. Furthermore, the results indicate that pay, promotion, fringe benefits, co-workers and communication correlate significantly with employee commitment, while between the other factors of job satisfaction (supervision, contingent rewards, operating procedures, nature of work) and organizational commitment, there are moderately positive relationships. Implications, research limitations and suggestions for future research are presented.

Pengaruh Internal Service Quality (INTQUAL) terhadap Kepuasan Karyawan di RS Islam Ahmad Yani Surabaya

2021 ◽  
Vol 9 (2) ◽  
pp. 78-86
Author(s):  
Ismiyatul Izza ◽  
Budhi Setianto ◽  
Inge Dhamanti
Keyword(s):  
Job Satisfaction ◽  
Service Quality ◽  
Employee Satisfaction ◽  
Statistical Tests ◽  
Cross Sectional Study ◽  
Satisfaction Survey ◽  
Test Model ◽  
Management Support ◽  
Cross Sectional ◽  
Internal Service Quality

The job satisfaction that employees get at the organization depends on whether or not the employee's needs are met. Employee needs that can be met will provide job satisfaction. The greater the employee's needs that can be met, the higher the employee's job satisfaction. Meanwhile, if the employee's needs are not met, the employee will have dissatisfaction. Objective: To identify the influence of internal service quality (intqual) on employee satisfaction at RSIAS. Methods: This study analyses an employee satisfaction survey conducted in 2020 using a cross-sectional study design. Population of this research is all employees in RSIAS. The sample of this study is also all employees in RSIAS, which is 421 people. The satisfaction survey is filled in using a score of 1 to 5, then averaged so that a score is obtained to determine the category of each aspect. The data obtained were analyzed based on the theory of internal service quality and employee satisfaction, then tested using a multiple linear regression statistical test model to determine the effect of internal service quality (intqual) on employee satisfaction at RSIAS. Results: The results of statistical tests showed that the value of p = 0.000, meaning that internal service quality has an effect on employee job satisfaction because the value of p <0.05. Several aspects of internal service quality affect job satisfaction, namely the aspects of tools, policies and procedures, management support, goal alignment, effective training and reward and recognition.

Job Satisfaction, Organizational Commitment, and Internal Service Quality

2006 ◽  
Vol 5 (2) ◽  
pp. 37-54 ◽  
Author(s):  
Billy Bai ◽  
K. Pearl Brewer ◽  
Gail Sammons ◽  
Skip Swerdlow
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Service Quality ◽  
Internal Service Quality

Reliability and Validity Estimation of Urdu Version of Organizational Commitment Questionnaire-Revised

2019 ◽  
Vol 34 (2) ◽  
pp. 255-276
Author(s):  
Qasir Abbas ◽  
Sarwat Jahan Khanam ◽  
Riaz Ahmad
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Organizational Commitment ◽  
Psychometric Properties ◽  
Self Esteem ◽  
Phase Iii ◽  
Satisfaction Survey ◽  
Trait Emotional Intelligence ◽  
Job Satisfaction Survey ◽  
Trait Emotional Intelligence Questionnaire

Present study aimed to establish the psychometric properties of Urdu Translation of Organizational Commitment Questionnaire-Revised Version (OCQ-R; Meyer, Allen, & Smith, 1993). This process completed in three phases. Phase-I comprised of forward backward translations and then its linguistic equivalence was estimated with English version of OCQ-R on a group of bilingual respondents (N = 45). In Phase-II, reliability estimation of OCQRV including alpha coefficient index, split half, exploratory and confirmatory factor analysis was calculated on a sample of 360 respondents (165 men, 195 women) with age range between 25-40 years. Further, OCQ-R test re-test reliability was checked with one-week interval over 42 respondents. All indexes were calculated were found to be significant. In Phase III, OCQ-R validity estimation was established over sample of 310 participants using Urdu version of Job Satisfaction Survey (Spector, 1985), Rosenberg Self-Esteem Scale (Rosenberg, 1965) and Trait Emotional Intelligence Questionnaire-Short Form (Petrides & Furnhm, 2006) along with OCQ-R. Findings showed that Urdu version of OCQ-R demonstrated significant positive correlation with Urdu version of Job Satisfaction Survey, Rosenberg Self Esteem Scale and Trait Emotional Intelligence Questionnaire. It was concluded that Urdu version of OCQ-R showed sound psychometric properties and emerged as a culturally valid, reliable, and acceptable tool.

scholarly journals The use of prescribed services marketing strategies by South African advertising agencies

1989 ◽  
Vol 20 (3) ◽  
pp. 108-118
Author(s):  
K. R. Coman
Keyword(s):  
Service Quality ◽  
South African ◽  
Services Marketing ◽  
Marketing Strategies ◽  
Future Research ◽  
Advertising Agencies ◽  
Marketing Literature ◽  
Actual Usage ◽  
Research Findings ◽  
Managerial Strategies

Traditionally, marketing has been characterized by a lack of discrimination between tangible products and intangible services. Many marketing theorists presently subscribe to the view that the parameters of service exchanges are so different as to render conventional, product-based marketing paradigms invalid: However, definitive services marketing normatives remain limited in both range and scope. The author investigates specific services marketing strategies that have been prescribed in the services marketing literature. These strategies are assessed in terms of their actual usage amongst a sample of 44 advertising agencies. The research findings revealed that: (i) five marketing/managerial strategies were in common use - service quality, creativity, client-bonding, planning strategically, and operating efficiently; (11) advertising agencies freedom to adopt broader portfolios of services marketing strategies was constrained by their openness to client demands, and their emphasis upon having agency personnel serve as tangible service proxies. The implications of these findings and future research avenues in services marketing are discussed.

scholarly journals Investigation of job satisfaction and organizational commitment level of football coachesFutbol antrenörlerinin iş doyumlarinin ve örgütsel bağliliklarinin incelenmesi

2018 ◽  
Vol 15 (2) ◽  
pp. 952 ◽  
Author(s):  
Onur Mutlu Yaşar ◽  
Hakan Sunay
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Personal Information ◽  
English Summary ◽  
Satisfaction Survey ◽  
Cronbach Alpha ◽  
Football Coaches ◽  
Job Satisfaction Survey ◽  
Education Status ◽  
Commitment Level

The purpose of this study is to determine the organizational commitment and job satisfaction of youth team football coaches.The sample of the study is consisted of 212 youth team coaches who work in Central Anatolian region. Coaches were selected by purpose sampling method. During the study, basic personal information form was utilized. In addition to this, the job satisfaction survey which was developed by Spector (1985) and the organizational commitment survey which was developed by Porter et al. (1974) was used. The Cronbach Alpha value of job satisfaction survey was calculated .80 and Cronbach Alpha value of organizational commitment survey was calculated .72 after data’s were analyzed. The data’s, normal distribution for the data were analyzed with non-parametric tests. Standard deviation, minimum and maximum values, percentage, of the data which obtained from the survey was analyzed by using, Kruskal-Wallis and Mann-Whitney U tests in SPSS 21.0 statistic program. Also the relationship between job satisfaction and organizational commitment of coaches were tried to determine by using Spearman Test.Job satisfaction and organizational commitment levels of the coaches who participated in this study was found average. The lowest levels of job satisfaction factor structures were found Pay and Promotion. In spite of this the highest levels of job satisfaction factor structures were found Nature of Work and Coworkers. Besides, it was found out that there was a positive relationship between the job satisfaction levels and organizational commitment degrees of the coaches. When coaches are compared by their education status, it was seen that, higher educated coaches’ job satisfaction levels were detected lower. Moreover, when coaches are compared by their football club types, it was found that, professional club coaches, job satisfaction and organizational commitment levels were reached higher than amateur club coaches. Extended English summary is in the end of Full Text PDF (TURKISH) file.  ÖzetBu çalışmanın amacını, futbol altyapı antrenörlerinin iş doyum düzeylerinin ve örgütsel bağlılıklarının incelenmesi, oluşturmaktadır. Araştırma örneklemini, İç Anadolu Bölgesi’nde bulunan futbol kulüplerinin altyapılarında görev yapan, amaçlı örnekleme yöntemi ile seçilmiş 212 antrenör oluşturmaktadır. Çalışmada veri toplama aracı olarak kişisel bilgi formu ile 1985 yılında Spector tarafından geliştirilmiş, Yelboğa (2009) tarafından Türkçeye uyarlanan 9 alt boyuttan oluşan İş Doyum Ölçeği ve Porter ve ark.  (1974) tarafından geliştirilen, Türkçeye uyarlaması ise 2009 yılında Buluç (2009) tarafından yapılan örgütsel bağlılık ölçeği kullanılmıştır. Kullanılan iş doyum ölçeğinin Cronbach Alpha değeri .80 olarak hesaplanmıştır. Örgütsel bağlılık ölçeğinin Cronbach Alpha değeri ise .72 olarak hesaplanmıştır. Çalışmada verilerin normal dağılım gösterip göstermediği Kolmogrov-Simirnov testi ile analiz edilmiştir. Her iki ölçeğin verilerinin de normal dağılım göstermediği tespit edilmiş ve parametrik olmayan testler kullanılmıştır. Araştırmadan elde edilen verilerin ortalama, standart sapma, minimum, maksimum değerler ile yüzdelik sayılar, Kruskal-Wallis ve Mann-Whitney U testi kullanılarak değerlendirilmiştir. Ayrıca altyapı antrenörlerinin iş doyum düzeylerin ve örgütsel bağlılık seviyeleri arasında herhangi bir ilişki olup olmadığını belirlemek amacıyla Spearman Sıra Farkları Korelasyon Katsayısı testi uygulanmıştır.Araştırmaya katılan altyapı antrenörlerinin iş doyum düzeyleri ve örgütsel bağlılık seviyeleri orta düzeyde olduğu tespit edilmiştir. Antrenörlerin iş doyum düzeylerinde en düşük değerde tespit edilen alt boyutlar Ödeme ve Prim iken en yüksek değerde tespit edilen alt boyutları ise İşin Doğası ve İş Arkadaşlarıdır. Ayrıca antrenörlerin iş doyum düzeyleri ve örgütsel bağlılık seviyeleri arasında pozitif yönde anlamlı bir ilişki tespit edilmiştir. Antrenörler, eğitim durumu değişkeni açısından değerlendirildiğinde, eğitim seviyesi daha yüksek olan antrenörlerin, iş doyum düzeyleri ve örgütsel bağlılık seviyelerinin daha düşük olduğu tespit edilmiştir. Antrenörler, görev yaptıkları kulüp yapısı değişkeni açısından değerlendirildiğinde ise profesyonel gurubun iş doyum düzeyleri ve örgütsel bağlılık seviyelerinin amatör gruba göre daha yüksek çıktığı tespit edilmiştir.

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

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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