IDEAS home Printed from https://ideas.repec.org/a/blg/journl/v13y2018i1p41-57.html
   My bibliography  Save this article

Investigating The Impact Of Commitment, Satisfaction, And Loyalty Of Employees On Providing High-Quality Service To Customer

Author

Listed:
  • ESMAEILPOUR Majid

    (Persian Gulf University, Iran)

  • RANJBAR Mohammad

    (Persian Gulf University, Iran)

Abstract

The aim of the research was to examine the effects of satisfaction and commitment of employees on the employees’ loyalty and to investigate the effect of employees’ loyalty on quality of services provided for customers. This research is applied in terms of objective and correlational type of descriptive-survey in terms of data collection. Population of the research includes two groups. The first group included employees providing service to customers of Ports and Maritime Organization of Bushehr (Iran) and the second group included customers receiving the services of the organization. From both groups, 250 people were selected using available sampling method to respond to questions of the research. To test the research conceptual model and research hypotheses, structural equation modeling was used. The results showed that job satisfaction of employees have significant positive effect on organizational commitment of employees. Also, job satisfaction and organizational commitment of employees have significant positive effect on their loyalty to organization. In addition, organizational loyalty of employees has positive and significant impact on improving the quality of customer service. Therefore, organizations should make their effort to recruit employees who are suitable for their activities.

Suggested Citation

  • ESMAEILPOUR Majid & RANJBAR Mohammad, 2018. "Investigating The Impact Of Commitment, Satisfaction, And Loyalty Of Employees On Providing High-Quality Service To Customer," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 13(1), pages 41-57, December.
    • Handle: RePEc:blg:journl:v:13:y:2018:i:1:p:41-57
    as

    Download full text from publisher

    File URL: http://eccsf.ulbsibiu.ro/RePEc/blg/journl/13104esmaeilpour&ranjbar.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Susan Linz & Linda K Good & Michael Busch, 2015. "Promoting worker loyalty: an empirical analysis," International Journal of Manpower, Emerald Group Publishing Limited, vol. 36(2), pages 169-191, May.
    2. Majid Esmaeilpour & Zahra Mohamadi & Azade Rajabi, 2016. "Effect Of Dimensions Of Service Quality On The Brand Equity In The Fast Food Industry," Romanian Economic Business Review, Romanian-American University, vol. 11(3), pages 68-83, September.
    3. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.
    4. Reynolds, Kate L. & Harris, Lloyd C., 2009. "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, Elsevier, vol. 85(3), pages 321-335.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Majid ESMAEILPOUR & Mohammad RANJBAR, 2017. "Investigating The Impact Of Commitment,Satisfaction, And Loyalty Of Employees On Providing Highquality Service To Customer," Romanian Economic Business Review, Romanian-American University, vol. 12(1), pages 82-98, March.
    2. Ewa Mazur-Wierzbicka, 2021. "Determinants of Employee Loyalty from the Perspective of Employees of Socially Responsible Organizations," European Research Studies Journal, European Research Studies Journal, vol. 0(4B), pages 713-722.
    3. Allen, Jaime & Muñoz, Juan Carlos & Ortúzar, Juan de Dios, 2019. "On evasion behaviour in public transport: Dissatisfaction or contagion?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 626-651.
    4. Daunt, Kate L. & Harris, Lloyd C., 2011. "Customers acting badly: Evidence from the hospitality industry," Journal of Business Research, Elsevier, vol. 64(10), pages 1034-1042, October.
    5. Khantimirov, Denis & Karande, Kiran, 2018. "Complaint as a persuasion attempt: Front line employees’ perceptions of complaint legitimacy," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 68-76.
    6. Habel, Johannes & Alavi, Sascha & Pick, Doreén, 2017. "When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules," International Journal of Research in Marketing, Elsevier, vol. 34(4), pages 919-941.
    7. Hammad Riaz & Abubakr Saeed, 2020. "Impact of environmental policy on firm's market performance: The case of ISO 14001," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(2), pages 681-693, March.
    8. Yee, Rachel W.Y. & Guo, Yujuan & Yeung, Andy C.L., 2015. "Being close or being happy? The relative impact of work relationship and job satisfaction on service quality," International Journal of Production Economics, Elsevier, vol. 169(C), pages 391-400.
    9. Osama Khassawneh & Hamzah Elrehail, 2022. "The Effect of Participative Leadership Style on Employees’ Performance: The Contingent Role of Institutional Theory," Administrative Sciences, MDPI, vol. 12(4), pages 1-13, December.
    10. Hammad Riaz & Abubakr Saeed & Muhammad Saad Baloch & Nasrullah & Zeeshan Ahmad Khan, 2019. "Valuation of Environmental Management Standard ISO 14001: Evidence from an Emerging Market," JRFM, MDPI, vol. 12(1), pages 1-14, January.
    11. Xia, Lan & Roggeveen, Anne L., 2020. "When it’s too good to be true: Consumers’ reactions and firms’ responses to unintended price mistakes," Journal of Business Research, Elsevier, vol. 114(C), pages 16-29.
    12. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    13. Michael J. Dorsch & Kjell Y. Törnblom & Ali Kazemi, 2017. "A Review of Resource Theories and Their Implications for Understanding Consumer Behavior," Journal of the Association for Consumer Research, University of Chicago Press, vol. 2(1), pages 5-25.
    14. David Anderson & Margrét Vilborg Bjarnadóttir & David Gaddis Ross, 2023. "Bridging the gap: Applying analytics to address gender pay inequity," Production and Operations Management, Production and Operations Management Society, vol. 32(6), pages 1846-1864, June.
    15. Tine Bock & Patrick Kenhove, 2010. "Consumer Ethics: The Role of Self-Regulatory Focus," Journal of Business Ethics, Springer, vol. 97(2), pages 241-255, December.
    16. Shuang Ma & Huimin Gu & Daniel P. Hampson & Yonggui Wang, 2020. "Enhancing Customer Civility in the Peer-to-Peer Economy: Empirical Evidence from the Hospitality Sector," Journal of Business Ethics, Springer, vol. 167(1), pages 77-95, November.
    17. Pénélope Codello-Guijarro & Muriel Jougleux & Carole Camisullis & Mathias Szpirglas, 2012. "Co-production models and organizational control of deviant customer behavior : the example of peer-to-peer car-sharing," Post-Print hal-01122938, HAL.
    18. repec:thr:techub:10022:y:2021:i:1:p:492-546 is not listed on IDEAS
    19. Yee, Rachel W.Y. & Yeung, Andy C.L. & Cheng, T.C.E., 2011. "The service-profit chain: An empirical analysis in high-contact service industries," International Journal of Production Economics, Elsevier, vol. 130(2), pages 236-245, April.
    20. Dorsey, Joshua D. & Ashley, Christy & Oliver, Jason D., 2016. "Triggers and outcomes of customer-to-customer aisle rage," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 67-77.
    21. Ligita Gasparėnienė & Rita Remeikienė & Alius Sadeckas & Romualdas Ginevičius, 2016. "Level and sectors of digital shadow economy: the case of Lithuania," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 4(2), pages 183-197, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:blg:journl:v:13:y:2018:i:1:p:41-57. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Mihaela Herciu (email available below). General contact details of provider: https://edirc.repec.org/data/feulbro.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.