The Effect of Organizational Commitment on Higher Education Services Quality (original) (raw)

SSRN Electronic Journal

Abstract

The relationship between employee attitudes and service quality is still unclear. Therefore, this study aims to uncover the relationship between organizational commitment and service quality by investigating how organizational commitment affects service quality. Data were collected utilizing a self-administered survey. A total of 247 faculty staff and 1235 students, complete responses were obtained from Aden University. The results show that organizational commitment affects service quality by social mechanism (social exchange). More specifically, organizational commitment affect service quality through a social exchange mechanism. Important implications, limitations and future studies are discussed.

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