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

Service organizations dependent on human interaction to deliver services to the customer. Hence, delivering the required level of service quality determined by employee and customer interaction through service encounter. Throughout crucial service encounter between employee and customer, it is...

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Main Authors:	Hamed Al-Rafaei, Abdul Al-Aziz, Zumrah, Abdul Rahim, Ali Alsamawi, Mohamed Abdulwali, Ali Alshuhumi, Said Rashid
Format:	Article
Language:	English
Published:	Forecast Publisher 2019
Subjects:	H Social Sciences (General) HM Sociology JQ Political institutions Asia
Online Access:	http://umpir.ump.edu.my/id/eprint/26594/ http://umpir.ump.edu.my/id/eprint/26594/ http://umpir.ump.edu.my/id/eprint/26594/ http://umpir.ump.edu.my/id/eprint/26594/1/A_Multi-Group_Analysis_of_the_Effect_of_Organizati%20%281%29.pdf

id	ump-26594
recordtype	eprints
spelling	ump-265942019-12-05T06:25:55Z http://umpir.ump.edu.my/id/eprint/26594/ A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality Hamed Al-Rafaei, Abdul Al-Aziz Zumrah, Abdul Rahim Ali Alsamawi, Mohamed Abdulwali Ali Alshuhumi, Said Rashid H Social Sciences (General) HM Sociology JQ Political institutions Asia Service organizations dependent on human interaction to deliver services to the customer. Hence, delivering the required level of service quality determined by employee and customer interaction through service encounter. Throughout crucial service encounter between employee and customer, it is employee’s willingness to involve in discretionary effort that influences the level of service quality that delivered to the customer (Zeithaml, Parasuraman, & Berry, 1990; Boulding, Kalra, Staelin and Zeithaml, 1993; Malhotra & Mukherjee, 2004; Chand, 2010; Tsaur and Lin, 2004; Sarkey, Turkson and Ansah, 2013; Larivière, 2017), Which mean organizations services will face more difficulties to delivering the desirable level of service quality to their customers when their frontline employees uncommitted and dissatisfied or not happy (Zeithaml, Berryand Parasuraman, 1996; Al-Refaei and Zumrah, 2019a), or unwilling to exert any additional effort to benefit there organization (Al-Refaei and Zumrah (2019b). Furthermore delivering desirable level of service quality heavily depends on the frontline employees (Al-Refaei and Zumrah (2019b), delivered service process depends on the way that employee deal with customer. However, previous studies argued that, customers' experience considered as the key issue to understanding service quality (Schneider, Parkington and Buxton, 1980; Schneider and Bowen, 1993; Parasuraman, Zeithaml, and Berry, 1988; Schneider and Bowen, 1985; Schneider, White and Paul, 1998; Gazzoli, Hancer and Kim, 2013; Jaakkola, Helkkula and Aarikka-Stenroo, 2015). Therefore, the key to managing the customer’s experience of service quality is to manage frontline employees’ experiences within their own organization, due to employ ee experiences, attitudes and behaviors is the critical link to the customer’s perception of service quality (Parkington, and Schneider, 1979; Schneider and Bowen, 1985; Gazzoli, Hancer and Kim, 2013; Oh and Kim, 2017). Furthermore, employee perceptions of organizational practices and procedures influence customer perceptions of service quality (Schneider, Parkington and Buxton, 1980). However, customers preferring to build their perception of services quality on specific employee performance rather than on global assessments of services quality (Gould-Williams and Davies, 2005). In addition researchers such as (Alshaibani and Bakir, 2017, Liao and Chuang, 2004; Liao, Toya, Lepak and Hong, 2009; Raub and Liao, 2012) argued that customer perception of service quality directly affected by service performance of front-line employees, Therefore, previous studies did not matched customers perception of service quality to perception of employee who provide service toward organizational practices and procedures, which make the relationship between organizational practices, procedures, employee attitudes and behaviour on customer perception of service quality unclear Forecast Publisher 2019-10-20 Article PeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/26594/1/A_Multi-Group_Analysis_of_the_Effect_of_Organizati%20%281%29.pdf Hamed Al-Rafaei, Abdul Al-Aziz and Zumrah, Abdul Rahim and Ali Alsamawi, Mohamed Abdulwali and Ali Alshuhumi, Said Rashid (2019) A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality. International Journal of Business Society, 2 (10). pp. 40-48. https://ijo-bs.com/ DOI: 10.30566/ijo-bs/2019.107
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Malaysia Pahang
building	UMP Institutional Repository
collection	Online Access
language	English
topic	H Social Sciences (General) HM Sociology JQ Political institutions Asia
spellingShingle	H Social Sciences (General) HM Sociology JQ Political institutions Asia Hamed Al-Rafaei, Abdul Al-Aziz Zumrah, Abdul Rahim Ali Alsamawi, Mohamed Abdulwali Ali Alshuhumi, Said Rashid A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality
description	Service organizations dependent on human interaction to deliver services to the customer. Hence, delivering the required level of service quality determined by employee and customer interaction through service encounter. Throughout crucial service encounter between employee and customer, it is employee’s willingness to involve in discretionary effort that influences the level of service quality that delivered to the customer (Zeithaml, Parasuraman, & Berry, 1990; Boulding, Kalra, Staelin and Zeithaml, 1993; Malhotra & Mukherjee, 2004; Chand, 2010; Tsaur and Lin, 2004; Sarkey, Turkson and Ansah, 2013; Larivière, 2017), Which mean organizations services will face more difficulties to delivering the desirable level of service quality to their customers when their frontline employees uncommitted and dissatisfied or not happy (Zeithaml, Berryand Parasuraman, 1996; Al-Refaei and Zumrah, 2019a), or unwilling to exert any additional effort to benefit there organization (Al-Refaei and Zumrah (2019b). Furthermore delivering desirable level of service quality heavily depends on the frontline employees (Al-Refaei and Zumrah (2019b), delivered service process depends on the way that employee deal with customer. However, previous studies argued that, customers' experience considered as the key issue to understanding service quality (Schneider, Parkington and Buxton, 1980; Schneider and Bowen, 1993; Parasuraman, Zeithaml, and Berry, 1988; Schneider and Bowen, 1985; Schneider, White and Paul, 1998; Gazzoli, Hancer and Kim, 2013; Jaakkola, Helkkula and Aarikka-Stenroo, 2015). Therefore, the key to managing the customer’s experience of service quality is to manage frontline employees’ experiences within their own organization, due to employ ee experiences, attitudes and behaviors is the critical link to the customer’s perception of service quality (Parkington, and Schneider, 1979; Schneider and Bowen, 1985; Gazzoli, Hancer and Kim, 2013; Oh and Kim, 2017). Furthermore, employee perceptions of organizational practices and procedures influence customer perceptions of service quality (Schneider, Parkington and Buxton, 1980). However, customers preferring to build their perception of services quality on specific employee performance rather than on global assessments of services quality (Gould-Williams and Davies, 2005). In addition researchers such as (Alshaibani and Bakir, 2017, Liao and Chuang, 2004; Liao, Toya, Lepak and Hong, 2009; Raub and Liao, 2012) argued that customer perception of service quality directly affected by service performance of front-line employees, Therefore, previous studies did not matched customers perception of service quality to perception of employee who provide service toward organizational practices and procedures, which make the relationship between organizational practices, procedures, employee attitudes and behaviour on customer perception of service quality unclear
format	Article
author	Hamed Al-Rafaei, Abdul Al-Aziz Zumrah, Abdul Rahim Ali Alsamawi, Mohamed Abdulwali Ali Alshuhumi, Said Rashid
author_facet	Hamed Al-Rafaei, Abdul Al-Aziz Zumrah, Abdul Rahim Ali Alsamawi, Mohamed Abdulwali Ali Alshuhumi, Said Rashid
author_sort	Hamed Al-Rafaei, Abdul Al-Aziz
title	A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality
title_short	A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality
title_full	A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality
title_fullStr	A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality
title_full_unstemmed	A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality
title_sort	multi-group analysis of the effect of organizational commitment on higher education services quality
publisher	Forecast Publisher
publishDate	2019
url	http://umpir.ump.edu.my/id/eprint/26594/ http://umpir.ump.edu.my/id/eprint/26594/ http://umpir.ump.edu.my/id/eprint/26594/ http://umpir.ump.edu.my/id/eprint/26594/1/A_Multi-Group_Analysis_of_the_Effect_of_Organizati%20%281%29.pdf
first_indexed	2023-09-18T22:41:30Z
last_indexed	2023-09-18T22:41:30Z
_version_	1777416945184800768

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

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