Job satisfaction as a mediator of the relationship between service quality and organisational commitment in higher education: . An empirical study of faculty and administration staff

• Autores: Panagiotis Trivellas, Ilias Santouridis
• Localización: Total Quality Management & Business Excellence, ISSN-e 1478-3371, Vol. 27, Nº. 1-2, 2016, págs. 169-183
• Idioma: inglés
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• Resumen

  • This paper aims to provide a deeper understanding of the individual attitudes and service quality association. It examines the influence of job satisfaction (JS) on the relationship between the quality of services in higher education (HE) and organisational commitment, in the context of a quality reform at a Higher Education Institution in Greece. Drawing upon a sample of 134 faculty and administration members, partial least squared analysis was conducted to test the proposed model. Findings confirm the full mediating role of JS in the relationship between HE service quality and affective commitment, for both faculty members and administration staff. Management implications, recommendations for future research and limitations are also discussed.