The Impact of Internal Service Quality on Organizational Innovation Examining the Mediating Role of Organizational Commitment: “An Empirical Study in the Foreign Banks in Jordan”

Mais Emad Al-Bilbiese and Mohammad Al-Nuaimi

International Journal of Business and Management, 2017, vol. 12, issue 12, 135

Abstract: The purpose of this study is to explore the impact of internal service quality including its dimensions (tangible , Reliability, Empathy, Responsiveness, Assurance) on organizational innovation and the effect of organizational commitment as a mediating variable. The researchers adopted an analytical and descriptive approach to identify the concepts related to the topic of the study. In order to achieve this objectives of the research a questionnaire have been developed and distributed to a Random stratified sample consist of 230 employees in the foreign banks in Jordan. After distributing (230) questionnaires of the study sample, a total of (212) answered questionnaires were retrieved, of which (12) were invalid. Therefore, (200) answered questionnaires were valid for analysis. The results of the study indicate a positive relationship between the dimensions of internal quality of service (tangible / reliability / empathy) and organizational innovation. It also, the internal service quality has a positive impact on organizational commitment. In addition, the study showed that organizational commitment (as mediating variable) improves the relationship between internal service quality and organizational innovation. Based on the results of this study, the researchers recommend the following- Enhance the concept of quality of internal service for employees in foreign banks by improving the quality of offices and designing the workplace as well as enhancing confidence among employees which leads to improved innovation. Moreover, improve the organizational commitment in these banks.

Date: 2017
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