The moderating role of perceived organizational support in the relationship between job satisfaction, organizational commitment, and customers perceived service quality: A conceptual study

• Published in: Studies in Systems, Decision and Control
• Main Author: Al-Refaei A.A.; Ibrahim A.; Alshuhumi S.; Madani Y.
• Format: Book chapter
• Language: English
• Published: Springer Science and Business Media Deutschland GmbH 2024
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85200557756&doi=10.1007%2f978-3-031-54383-8_6&partnerID=40&md5=0fefac8e7f2f53f7a00943beb192d8e7
• ISSN: 21984182
• DOI: 10.1007/978-3-031-54383-8_6

The perspective that employees hold regarding their employment and the business they work for is widely thought to have an impact on the quality of service as viewed by customers. Therefore, this research aims to assess The Moderator role of perceived organizational support (POS) in the relationship between job satisfaction (JS) and organizational commitment (OC) on the customers’ perceived quality of service (CPSQ) in higher education settings. The present study employed a conceptual integration approach to examine the relationship between employees providing the service and CPSQ. The findings indicated a noteworthy influence of JS and OC on CPSQ. POS moderates these relationships. This study enhances existing procedures by establishing a connection between employees’ JS and OC to CPSQ. Promoting customer-perceived service quality relies heavily on the importance of employee POS, JS, and OC. © The Author(s).