A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality

International Journal of Business Society, Vol. 3, Issue 4
Abd Al-Aziz Hamed Al-RefaeiAbdul Rahim Bin ZumrahMohamed Abdulwali Ali AlsamawiSaid Rashid Ali Alshuhumi
organizational commitmentservice qualityHigher education service qualitysocial exchangesocial mechanismacademic staffnon- academic staff
PDFRegular IssueDOI: 10.30566/ijo-bs/2019.107
3Volume
4Issue

Abstract

This study aims to uncover the relationship between organizational commitment of academic and non-academic staff and higher education service quality, by investigating under which mechanism that organizational commitment effect service quality. Data were collected by means of self-administered survey, total 247 academic staff and 1235 of their student, and total 155 non-academic staff and 775 of their customer complete responses were obtained from Aden University. The results of this study show that, organizational commitment (affective and continence) effect higher education service quality by social mechanism (social exchange). Furthermore, this study revealed that, organizational commitment of academic staff have more effect on higher education service quality than non-academic staff.

References

[1]

Ahmad, H., & Gelaidan, H. M. (2011). Organizational culture, leadership styles and employee’s affective commitment to change: A case of Yemen public sector. The Journal of Organizational Management Studies, 2011, 1 -10.

[2]

Al-Refaei, A. and & Zumrah, A. R. (2019a). The Eff ect Of Organizational Commitment On Higher Education Services Quality. E-Proceeding Of The 5 Th World Conference On Integration Of Knowledge. (pp. 8 –12).Retrieved from https://worldconferences.net .

[3]

Al-Refaei, A. and & Zumrah, A. R. (2019b). The Effect of Affective Commitment of Non -Academic Staff on Services Qualityin Higher Education Sector. E-Proceeding Of The 5 Th World Conference On Integration Of Knowledge. (pp. 13 –17). Retrieved from https://worldconfere nces.net .

[4]

Alsamawi, M., Mohd, D., Shrikant, P., & Al-Refaei, A. A. -A. (2019). The Effect of Corporate Social Responsibility on Corporate Image and Corporate Performance. Journal of Advanced Research in Social and Behavioural Sciences , 16(1), 1 –14.

[5]

Alshaibani, E., & Bakir, A. (2017). A reading in cross-cultural service encounter: Exploring the relationship between cultural intelligence, employee performance and service quality. Tourism and Hospitality Research, 17(3), 249 -263.

[6]

Ashill, N. J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing, 16(5), 437 -462.

[7]

Boshoff, C., & Tait, M. (1996). Quality perceptions in the financial services sector: the potential impact of internal marketing. International Journal of service industry management, 7(5), 5 -31.

[8]

Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7 –27.

[9]

Chand, M. (2010). The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry. The International Journal of Human Resource Management, 21(4), 551 -566.

[10]

Chu, K. K., Tseng, C. L., & Tsai, H. P. (2014). The Influence of Organizational Elements on Service Delivery to Service Quality: A case study of street level police officer in Kaohsiung city. Marketing Review/Xing Xiao Ping Lun, 11(1).

[11]

Chughtai, A. A., & Zafar, S. (2006). Antecedents and consequences of organizational commitment among Pakistani university teachers.

[12]

Dhar, R. L. (2015). Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, 419-430.

[13]

Eisenberger, R. and Huntington, R. (1986). Perceived Organizational Support. Journal of Applied Psychology.

[14]

Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-5

[15]

Gaskin, J. & Lim, J. (2016). Model Fit Measures, AMOS Plugin.

[16]

Gould-Williams, J., & Davies, F. (2005). Using social exchange theory to predict the effects of HRM practice on employee outcomes. Public Management Review, 7(1), 1–24.

[17]

Goyal, R. (2014). A study of human resource practices and their impact on employees job satisfaction and organizational commitment in selected pharmacuticals. Research, University of Michigan.

[18]

Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate data analysis (7th ed.). Prentice-Hall.

[19]

Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2013). Multivariate Data Analysis: Pearson New International Edition. Pearson Higher Ed.

[20]

Jaakkola, E., Helkkula, A., & Aarikka-Stenroos, L. (2015). Service experience co-creation: conceptualization, implications, and future research directions. Journal of Service Management, 26(2), 182-205.

[21]

Kansal Purva. (2012). Service Performance Quality and Organizational Commitment of Customer Contact Employees in Indian Call Centers, 15.

[22]

Kline, R. B. (2011). Principles and practice of structural equation modeling (3rd ed.).

[23]

Küskü, F. (2003). Employee satisfaction in higher education: the case of academic and administrative staff in Turkey. Career Development International, 8(7), 347 –356.

[24]

Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., ... & De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research, 79, 238-246.

[25]

Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41–58.

[26]

Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2009). Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology, 94(2), 371.

[27]

Malhotra Naresh, K., & Dash, S. (2015). Marketing Research, an Applied Orientation, 7e. Pearson India.

[28]

Malhotra, N., & Mukherjee, A. (2003). Analysing the Commitment --Service Quality Relationship: A Comparative Study of Retail Banking Call Centers and Branches. Journal of Marketing Management, 19, 941 –971.

[29]

Malhotra, N., & Mukherjee, A. (2004). The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres. Journal of Services Marketing, 18(3), 162-174.

[30]

Meyer, J. P., Paunonen, S. V., Gellatly, I. R., Goffin, R. D., & Et Al. (1989). Organizational commitment and job performance: It’s the nature of the commitment that counts. Journal of Applied Psychology, 74(1), 152 –156.

[31]

Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resource Management Review, 1(1), 61 -89.

[32]

Mikic Little, M., & Dean, A. M. (2006). Links between service climate, employee commitment and employees’ service quality capability. Managing Service Quality: An International Journal, 16(5), 460 –476.

[33]

Muthanna, A., & Karaman, A. C. (2011). The need for change in teacher education in Yemen: The beliefs of prospective language teachers. Procedia-Social and Behavioral Sciences, 12, 224-232.

[34]

Muthanna, A. (2015). Quality education improvement: Yemen and the problem of the ‘brain drain’. Policy Futures in Education, 13(1), 141 -148.

[35]

Narang. (2011). Human Resource System And Corporate Performance. L Narang - 2011 - Amritsar.

[36]

Narimawati, S. E. (2007). The influence of work satisfaction, organizational commitment and turnover intention towards the performance of lecturers at West Java’s private higher education institution. Journal of Applied Sciences Research, 3(7), 549 -557.

[37]

Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2-29.

[38]

Parkington, J. J., & Schneider, B. (1979). Some correlates of experienced job stress: A boundary role study. Academy of Management journal, 22(2), 270-281.

[39]

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing.

[40]

Raub, S., & Liao, H. (2012). Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. Journal of Applied Psychology, 97(3), 651.

[41]

Saeed, S. A. A., Gelaidan, H. M., & Ahmad, F. (2013). New leadership style and lecturers’ commitment in Yemen higher education institutions. World Applied Sciences Journal, 21(10), 1460-1467.

[42]

Sarkey, A., Turkson, A., & Ansah, J. (2013). A study of the impact of frontline employee traits on service quality and customer satisfaction in UK hotels.

[43]

Schneider, B., Parkington, J., & Buxton, V. (1980). Employee and Costumer Perceptions of Service in Banks. Administrative Science Quarterly, 25(2), 252 –267.

[44]

Schneider, B.; Bowen, D. E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21(4), 39-52.

[45]

Schneider, B., & Bowen (1985) Employee and Customer Perceptions of Service in Banks Replication and Extension.

[46]

Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of Applied Psychology, 83(2), 150.

[47]

Sharma, J., & Dhar, R. L. (2016). Factors influencing job performance of nursing staff: mediating role of affective commitment. Personnel Review, 45(1), 161 -182.

[48]

Snipes, R. L., Oswald, S. L., LaTour, M., & Armenakis, A. A. (2005). The effects of specific job satisfaction facets on customer perceptions of service quality: an employee -level analysis. Journal of business research, 58(10), 1330 -1339.

[49]

The Supreme Council of Education Planning TSCEP. (2014). Educational Indicators of the Republic of Yemen, Stages and Various 2012/2013. Prime Ministry, The Supreme Council of Education Planning TSCEP.

[50]

Thornhill, A., Lewis, P., & Saunders, M. N. (1996). The role of employee communication in achieving commitment and quality in higher education. Quality Assurance in Education, 4(1), 12-20.

[51]

Tsaur, S. H., & Lin, Y. C. (2004). Promoting service quality in tourist hotels: The role of HRM practices and service behavior. Tourism Management.

[52]

Trivellas, P., & Dargenidou, D. (2009). Organisational culture, job satisfaction and higher education service quality. The TQM Journal, 21(4), 382 –399.

[53]

Wang, Y. (2015). Examining organizational citizenship behavior of Japanese employees: A multidimensional analysis of the relationship to organizational commitment. The International Journal of Human Resource Management, 26(4), 425-444.

[54]

Wong, M., & Cheung, R. (2014). Service improvement in Hong Kong retail banking through satisfied and committed employees. International Journal of Process Management and Benchmarking, 4(1), 3-21.

[55]

Woznyj, H. M., Heggestad, E. D., Kennerly, S., & Yap, T. L. (2019). Climate and organizational performance in long‐term care facilities: The role of affective commitment. Journal of Occupational and Organizational Psychology.

[56]

Wright, T. a., & Bonett, D. G. (2002). The moderating effects of employee tenure on the relation between organizational commitment and job performance: a meta-analysis. The Journal of Applied Psychology, 87(6), 1183 –1190.

[57]

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(4), 31 –46.

[58]

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Simon and Schuster.

[59]

Zumrah, A. R. (2014). Service Quality in Malaysian Public Sector: The Role of Transfer of Training. Procedia - Social and Behavioral Sciences, 144, 111 –117.

[60]

Zumrah, A. R. (2013). Is job satisfaction enhancing learning -training transfer relationship? Journal of Workplace Learning, 25(8), 543 –555.

Article Information

Article Details
Volume & IssueVol. 3, Iss. 4
Publication DateOct 20, 2019
Authors
Abd Al-Aziz Hamed Al-Refaei
Abdul Rahim Bin Zumrah
Mohamed Abdulwali Ali Alsamawi
Said Rashid Ali Alshuhumi
DOI
10.30566/ijo-bs/2019.107
PDF Download
A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality | International Journal of Business Society