The Influence of Management Commitment to Service Quality on Employee Performance, and the Mediating Role of Employee Involvement: a Saudi Arabia Perspective

Abstract

This study explores the mediating role of employee involvement in the links between management commitment to service quality, and employee performance in the Immigration Department at Saudi international airports. In this regard, self-administered questionnaire was used to collect data. This questionnaire was distributed to frontline Immigration Department employees to measure management commitment to service quality, employee involvement, and employee performance. The questionnaire provided primary data. The study applied a quantitative research approach that involved SPSS v. 21 and AMOS v.21 were both used in the analytical process. Structural equation modeling (SEM) enabled the examination of the interactions among management commitment to service quality, employee performance, and employee involvement. The results of the analysis show that employee involvement has a full mediating role between management commitment to service quality and employee performance. Consequently, this study confirms that management commitment to service quality alone does not produce positive employee performance unless linked with employee involvement. Keywords : Management commitment to service quality; employee involvement; employee performance; Saudi Arabia.

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