Unveiling the role of job involvement as a mediator in the linkage between academics’ job satisfaction and service quality

Abd Al-Aziz Al-refaei, Hairuddin Bin Mohd Ali, Ali Ateeq, Abdulhadi Ibrahim, Siddig Ibrahim, Mohammed Alzoraiki, Marwan Milhem and Baligh Beshr

Cogent Business & Management, 2024, vol. 11, issue 1, 2386463

Abstract: The perceptions of employees about their work and organization are influenced by a variety of attitudes. As a result, the impact of employee attitudes like job involvement (JI) and job satisfaction (JS) on organizational performance (service quality) is still unknown, and it is also uncertain how job involvement will mediate this relationship. Therefore, the goal of this work is to incorporate a mediating model to enhance Service Quality (SQ) through JI and JS and explore how that model can improve and sustain SQ in institutions of higher learning in poor nations. This work utilized a conceptual integration between service providers and how well the service is received by customers. It applied dual-perspective and the cross-sectional, ex-post facto survey method by using two sets of questionnaires, and a two-sample study design was used to obtain data from the respondents. For this study, the sample size consisted of the lecturers (296 participants) and their students (1480 participants). SEM was utilized to examine the data that had been gathered. The data analysis revealed that JS had a sizable influence on JI and SQ (i.e. the caliber of the lectures they heard in class that influenced their learning capabilities). JI had a significant impact on SQ and partly mediated the impact of JS & and SQ. This research adds to knowledge by connecting the JI, JS of employees and SQ perceived by customers. In order to promote SQ, employees JI and JS are essential. This study also has practical applications for students, employees, organizations and society.

Date: 2024
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DOI: 10.1080/23311975.2024.2386463

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