Investigating the Impact of Commitment, Satisfaction, and Loyalty of Employees on Providing High-Quality Service to Customer

Abstract

The aim of the research was to examine the effects of satisfaction and commitment of employees on the employees’ loyalty and to investigate the effect of employees’ loyalty on quality of services provided for customers. This research is applied in terms of objective and correlational type of descriptive-survey in terms of data collection. Population of the research includes two groups. The first group included employees providing service to customers of Ports and Maritime Organization of Bushehr (Iran) and the second group included customers receiving the services of the organization. From both groups, 250 people were selected using available sampling method to respond to questions of the research. To test the research conceptual model and research hypotheses, structural equation modeling was used. The results showed that job satisfaction of employees have significant positive effect on organizational commitment of employees. Also, job satisfaction and organizational commitment of employees have significant positive effect on their loyalty to organization. In addition, organizational loyalty of employees has positive and significant impact on improving the quality of customer service. Therefore, organizations should make their effort to recruit employees who are suitable for their activities.

The Influence of Pay Satisfaction, Job Satisfaction, Competence, and Turnover Intention on the Service Quality of Honorary Employees in the Airport Operational Unit Office of Class III North Kalimantan

“…The turnover intention was measured using 12 question items adapted from Saeed et al (2014) and Mobley et al (2011). Service quality was measured using 4 question items adapted from Esmaeilpour and Ranjbar (2018). Data analysis was carried out using SEM PLS.…”

Employees’ Motivation for Creating International Business Venture: The Role of Perceived Competence and Job Satisfaction

“…More specifically, Balzer et al (1990) define job satisfaction as "the feelings a worker has about his or her job or job experiences in relation to previous experiences, current expectations, or available alternatives". Job satisfaction has long been considered as a crucial dimension in human resource management since it directly affects the loyalty of employees to an organisation (Esmaeilpour & Ranjbar, 2018;Rhian, 2002).…”

Optimalisasi Budaya Mutu Sekolah Untuk Meningkatkan Komitmen Guru

“…Upaya dalam memenuhi fasilitas pembelajaran dapat meningkatkan komitmen guru (Ndiku, Elizabeth, Jesse, & Ernest, 2011) (Tehseen & Ul Hadi, 2015); (3) Manajemen sekolah berupaya meningkatkan usaha untuk memuaskan pelanggan internal dan eksternal. Upaya sekolah meningkatkan pelanggan dapat meningkatkan komitmen guru (Esmaeilpour & Ranjbar, 2016); (4) Manajemen berupaya meningkatkan pengembangan profesionalisme guru. Pengambangan profesionalisme guru dapat meningkatkan komitmen guru (Noordin, Rashid, Ghani, Aripin, & Darus, 2009); (5) Manajemen berupaya membentuk tim kerja yang efektif.…”