An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment

Abd Al-Aziz Al-Refaei · Hairuddin Mohd Ali · Ali Ahmed Ateeq · Mohammed Alzoraiki

103 citations0/0 files storedSustainability

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Job Satisfaction and Organizational Behavior Employee Performance and Management Customer Service Quality and Loyalty

Abstract

Employees’ perception of their job and organization is believed to influence service quality (SQ). Hence, this study aims to integrate a mediating and moderating model to improve SQ through job involvement (JI), job satisfaction (JS), and organizational commitment (OC), and investigate how that model incorporating JI, JS, and OC can improve SQ in higher education contexts in developing countries. This study applied a conceptual integration between employees who provide the service and customer-perceived service quality. Data collection from the respondents was performed using a two-sample research design and two sets of questionnaires. The academic staff (296 responses) and their students (1480 responses) formed the study’s sample size. Structural Equation Modelling (SEM) was used to analyze the collected data. The data analysis showed a significant impact of JS on OC and SQ (i.e., the quality of lectures they received in the classroom that shaped their learning experiences). OC significantly affected SQ and partially mediated the effect of JS and SQ. JI plays a moderator role in the JS-OC and SQ relationship. This study contributes to the literature by linking employees’ JI, JS, and OC to SQ. Employee JI, JS, and OC are crucial in promoting service quality. Practical implications for students, employees, institutions, and society were provided.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 103 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2014A new criterion for assessing discriminant validity in variance-based structural equation modeling 1996The Behavioral Consequences of Service Quality 1991A three-component conceptualization of organizational commitment 1990A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment.2001The job satisfaction-job performance relationship: A qualitative and quantitative review.2016Structural Equation Modeling With AMOS 1993JOB SATISFACTION, ORGANIZATIONAL COMMITMENT, TURNOVER INTENTION, AND TURNOVER: PATH ANALYSES BASED ON META‐ANALYTIC FINDINGS

Cited by

2024Sustaining Organizational Outcomes in Manufacturing Firms: The Role of HRM and Occupational Health and Safety 2024Integrating Technology in Human Resource Management: Innovations and Advancements for the Modern Workplace 2023Unveiling the behavioral nexus of innovative organizational culture: Identification and affective commitment of teachers in primary schools 2024A Conceptual Framework for the Impact of Entrepreneurial Leadership on Innovation Work Behavior and Sustainable Innovation Performance

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.