Antecedents and consequences of management commitment to service quality
Author(s)
Nicholas J Ashill , Mohamed A Ragheb , Eman Mohamed Abd-El-Salam , Ahmed El-Samadicy
Publication date 2014/3/1
Journal The Business & Management Review
Abstract
Purpose – The purpose of this paper is to explore the antecedents and consequences of
management commitment to service quality through exploring the effect of management
commitment to service, job satisfaction, job performance, employee commitment to
organizations on service recovery performance model adapted from Bagozzi’s (1992)
reformulation of attitude theory and turnover intentions through a case analysis of private
commercial banks.
Design/methodology/approach – A structured questionnaire was developed. The
hypotheses were simultaneously tested on a sample of 408 employees out of 700 distributed,
giving a response rate of 58.3 per cent. Several analytical techniques were used to assess the
relationships among the variables under investigation such as Pearson correlation, multiple
linear regression and chi-square. Hierarchical regression was used to assess to mediating role.
Findings – The findings of this study have shown significant relationships among the
variables under investigation.
Practical Implications – It is imperative to better understand how skilled employees can
effectively and efficiently cope and manage their commitment to the service quality of the
financial system. Furthermore, enhancing to a certain extent its positive effect on performance,
satisfaction and commitment in a way to increase their recovery performance and reduce or
even eliminate their intention to leave. This investigation is both timely and important within
the Egyptian culture context.
Research Limitations – The research was limited to private commercial banks in Egypt.
Also, the use of cross-sectional design restricts inferences being drawn regarding casualty.
Originality/Value – Although management commitment to service quality has been the
focus of many academic papers, it is rarely defined in a systematic way. The present study
contributes to the literature not only by providing empirical support for the frequently
hypothesized contributions in adding to the body of knowledge regarding the antecedents and
consequences of management commitment to service quality, service recovery performance and
turnover intentions within the Egyptian context.
Research Type – Research Paper .
