Job Satisfaction and Organizational Commitment—Retail Banking Services in Hong Kong

Macy Mei Chi Wong () and Cheung Ronnie
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Macy Mei Chi Wong: The Hong Kong Polytechnic University
Cheung Ronnie: University of South Australia

Chapter 41 in Proceedings of the International Conference on Managing the Asian Century, 2013, pp 365-373 from Springer

Abstract: Abstract The purpose of this research is to investigate the impact of job satisfaction and organizational commitment on the quality of retail banking services provided by customer contact employees of Chinese banks in Hong Kong. 109 responses from customer contact employees of ten Chinese licensed banks were gathered through a structured questionnaire survey. Factor analysis and multiple regression analysis were deployed and the results indicated that intrinsic job satisfaction and affective commitment contributed to service quality as expected, but unexpectedly, extrinsic job satisfaction and normative commitment did not. The analysis also showed that continuance commitment was negatively related to service quality. This research provides insights to the retail banking service management from the perspective of human resource management. It also demonstrates the importance of setting service quality as a management priority for Chinese banks in order to survive and prosper in the highly competitive Hong Kong banking industry.

Keywords: Job satisfaction; Organizational commitment; Service quality (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-4560-61-0_41

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DOI: 10.1007/978-981-4560-61-0_41

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