The Effect of Organizational Commitment on Higher Education Services Quality

Al-refaei, Abd al-aziz

doi:10.2139/ssrn.4137052

Cited by 6 publications

(11 citation statements)

References 19 publications

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“…Similarly, based on data obtained from small and medium-sized hotels in India, (Dhar, 2015) concluded that affective commitment significantly affected customer perception of service quality. (Al-Refaei et al, 2019a, 2019b found that academic staff's OC (both affective and continuance) significantly affected service quality in the higher education context in underdeveloped countries. Hence, it was postulated that: H3.…”

Section: Organizational Commitment and Service Qualitymentioning

confidence: 99%

“…Customerperceived service quality in higher education is only natural that employees who are satisfied with their job tend to demonstrate high OC (Eisenberger et al, 1990;Mapuranga et al, 2021). The dynamic also impacts service quality indirectly as OC, which is shaped to a certain extent by job satisfaction, exerts a direct influence on service quality (Albadry, 2016;Al-Refaei et al, 2019a, 2019bChu et al, 2014;Dhar, 2015;Gonz alez and Garazo, 2006). Employees' OC affects service quality because it positively impacts work-related behavior and practices desired during service encounters (Gonz alez and Garazo, 2006).…”

Section: Organizational Commitment and Service Qualitymentioning

confidence: 99%

“…On the contrary, organizations will have difficulty delivering high-quality services if their employees are dissatisfied. Previous researchers have argued that it is impossible to provide the appropriate service quality when employees are dissatisfied or unhappy with their organizations (Al-Refaei et al , 2019a, 2019b; Zeithaml et al , 1996). In this case, the current study contended that it is impossible to make the customer satisfied with service quality when the employees who provide the service are fundamentally dissatisfied or unhappy working in their organizations.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Being highly labor intensive (Küskü, 2003), the higher education sector requires a massive amount of manpower to keep it going. Hence, human factors play a critical role in sustaining the sector where both the employers and employees must perform the sector's fundamental services at the expected level of efficiency and quality (Al-refaei et al, 2019a(Al-refaei et al, , 2019b. Research has shown that educational institutions' ability to deliver high-quality services is determined by their employee-customer interactions during service encounters (Zeithaml et al, 1990;Malhotra and Mukherjee, 2004;de Pourcq et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…Another gap in the literature is that previous studies tend to examine the relationship between job satisfaction, OC and service quality separately and in piecemeal (Al-Refaei et al , 2019a, 2019b; Ariani, 2015; Vaseer and Shahzad, 2016; Zumrah, 2015), although job satisfaction has been found to be an antecedent to OC (Mathieu and Zajac, 1990). Many empirical studies have also discovered job satisfaction to be a significant predictor of OC (Azeem, 2010; Suderajat and Rojuaniah, 2021).…”

Section: Introductionmentioning

confidence: 99%

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Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment

Al-Refaei,

Ali,

Aldaba

et al. 2023

IJQSS

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Purpose This study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship. Design/methodology/approach It applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling. Findings The results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality. Research limitations/implications The current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context. Practical implications The results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions. Originality/value The results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization.

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Section: Organizational Commitment and Service Qualitymentioning

confidence: 99%

Section: Organizational Commitment and Service Qualitymentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment

Al-Refaei,

Ali,

Aldaba

et al. 2023

IJQSS

View full text Add to dashboard Cite

show abstract

Exploring the effect of psychosocial safety climate on employee outcomes: the moderating roles of workload and organizational training

ZamirKhan,

Rubel,

Kee

2024

JAMR

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PurposeThis research aims to investigate the impact of psychosocial safety climate (PSC) on employee quitting intention (QI) and organizational citizenship behavior (OCB), considering the moderating effects of workload and organizational training.Design/methodology/approachThe research adopts a cross-sectional approach, involving 151 employees from the apparel manufacturing industry in Bangladesh who participated in the survey. Data analysis is conducted using SmartPLS.FindingsThe study reveals that PSC contributes to prolonged employee tenure and fosters positive organizational citizenship behavior. Workload and organizational training play significant moderating roles, influencing the negative and positive effects of PSC on QI and OCB, respectively.Research limitations/implicationsWhile the PSC model has been studied, there are ample opportunities to enhance and validate theoretical models exploring the moderating impact of job demands and resources on PSC-outcome relationships.Originality/valueThis study serves as an exploration of the influence of working conditions on the outcomes of PSC within the context of the manufacturing industry in a non-Western developing country like Bangladesh. Moreover, it looks into the moderating roles of workload and organizational training to extend the PSC model.

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Matching of the Project Manager’s Approach and the Project Delivery System to Achieve Project Success in Yemeni Projects

Nasser,

Alawi,

Mustaffa

et al. 2024

EJBMR

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The goal of this study is to seek answers to whether project managers’ approach is influenced by the project delivery system for achieving project success in Yemeni projects. A quantitative approach was adopted in this paper, and 375 project managers from two governorates of Yemen served as respondents. The idea is to assess the connection between the project managers’ approach (PMA) and the project delivery system (PDS). The results revealed that the project manager’s approach (participative and directive) and alignment with the project delivery systems (traditional or design and build) were directly linked with project success or failure. Moreover, the results revealed that the project managers adopting a participative approach have constructive effects, while the project managers adopting a directive approach harm project success. It is a chance for inexperienced project managers to receive advice on how to implement their management strategy and learn that, for Yemeni projects (YPs), every project delivery system requires a suitable approach to leadership.

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The Effect of Organizational Commitment on Higher Education Services Quality

Cited by 6 publications

References 19 publications

Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment

Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment

Exploring the effect of psychosocial safety climate on employee outcomes: the moderating roles of workload and organizational training

Matching of the Project Manager’s Approach and the Project Delivery System to Achieve Project Success in Yemeni Projects

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