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

Abd al-aziz Al-refaei, Hairuddin Bin Mohd Ali, Ali Ahmed Ateeq and Mohammed Alzoraiki
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Hairuddin Bin Mohd Ali: Faculty of Education, International Islamic University Malaysia (IIUM), Jalan Gombak 53100, Malaysia
Ali Ahmed Ateeq: Administrative Science Department, College of Administrative and Financial Science, Gulf University, Sanad 26489, Bahrain
Mohammed Alzoraiki: Administrative Science Department, College of Administrative and Financial Science, Gulf University, Sanad 26489, Bahrain

Sustainability, 2023, vol. 15, issue 10, 1-22

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.

Keywords: service quality; job involvement; job satisfaction; organizational commitment; social exchange theory (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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