1 / 12

The Relative Influence of Organizational Commitment and Job Satisfaction on Service Quality of Customer-Contact Employee

The Relative Influence of Organizational Commitment and Job Satisfaction on Service Quality of Customer-Contact Employees in Banking Call Centers. Authors: Neeru Malhotra & Avinandan Mukherjee Jonathan Doles MGMT 435. Purpose.

hedy
Télécharger la présentation

The Relative Influence of Organizational Commitment and Job Satisfaction on Service Quality of Customer-Contact Employee

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. The Relative Influence of Organizational Commitment and Job Satisfaction on Service Quality of Customer-Contact Employees in Banking Call Centers Authors: NeeruMalhotra & AvinandanMukherjee Jonathan Doles MGMT 435

  2. Purpose • To see if job satisfaction and organizational commitment effect the service quality of employees who have direct contact with the customers

  3. Objective • Empirically test the relationship between service quality and: • Job Satisfaction • Three components of organizational commitment • The relative importance of the effects of job satisfaction and organizational commitment

  4. Previous Work • Petty 1984, Schneider and Bowen 1995, Yousef 2000, Organ 1977, Vroom 1964, Silvestro and Cross 2000, Hartline and Ferrell 1996, MacKenzie 1998 • Meyer and Allen 1991, Suliman and Iles 2000, Suliman 2002

  5. Hypotheses • H1: Job satisfaction has a significant positive effect on the service quality of customer-contact employees • H2: Affective commitment has a significant positive effect on service quality • H3: Normative commitment has a significant positive effect on service quality • H4: Continuance commitment has a significant negative effect on service quality • H5: Job satisfaction has a more significant relationship with service quality than the three dimensions of organizational commitment

  6. Types of Commitment • Affective Commitment: • the employee's emotional attachment to, identification with, and involvement in the organization • Normative Commitment: • the employee's feelings of obligation to stay with the organization • Continuance Commitment: • the commitment based on the costs that the employee associates with leaving the organization

  7. Methodology • Study was done in the United Kingdom with one major retail bank • Used self-administered anonymous questionnaires • Originally given to 710 employees, 380 were completed, only 342 were applicable • Questionnaire designed to have employees evaluated their own performance • Five point ranging from “strongly agree” to “strongly disagree”

  8. SERVQUAL Instrument

  9. Results • H1: Job satisfaction has a significant positive effect on the service quality of customer-contact employees • ACCEPTED • H2: Affective commitment has a significant positive effect on service quality • ACCEPTED • H3: Normative commitment has a significant positive effect on service quality • MARGINALLY SUPPORTED • H4: Continuance commitment has a significant negative effect on service quality • REJECTED • H5: Job satisfaction has a more significant relationship with service quality than the three dimensions of organizational commitment • REJECTED

  10. Results

  11. Conclusions • Of all the components tested, only affective commitment has a significant relationship with service quality

  12. Applications for Management • Reconsider Hiring Criteria • Personality vs. Skill • Human Resource Management • Job Satisfaction

More Related