What is it about?
This study aims to uncover the relationship between the organizational commitment of academic and non-academic staff and higher education service quality, by investigating under which mechanism organizational commitment affects service quality. Data were collected by means of a self-administered survey, a total 247 academic staff and 1235 of their student, and a total of 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, the organizational commitment of academic staff have more effect on higher education service quality than non-academic staff
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Why is it important?
This article is important because it investigates the effect of organizational commitment in service quality in higher education. it investigates the social mechanism, between organizational practices and employees' attitudes and behavior, to delivering high service quality.
Perspectives
I hope this article helps higher education institutions, especially in the least developed countries to improve their higher education service quality by creating a good social relationship with employees to enhance their commitment.
Abd Al-aziz Al-refaei
University of Aden
Read the Original
This page is a summary of: A Multi-Group Analysis of the Effect of Organizational Commitment on Higher Education Services Quality, SSRN Electronic Journal, January 2019, Elsevier,
DOI: 10.2139/ssrn.4127012.
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