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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.

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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

purpose
Purpose
  • To see if job satisfaction and organizational commitment effect the service quality of employees who have direct contact with the customers
objective
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
previous work
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
hypotheses
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
types of commitment
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
methodology
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”
results
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
conclusions
Conclusions
  • Of all the components tested, only affective commitment has a significant relationship with service quality
applications for management
Applications for Management
  • Reconsider Hiring Criteria
    • Personality vs. Skill
  • Human Resource Management
    • Job Satisfaction