IDEAS home Printed from https://ideas.repec.org/a/ibn/ijmsjn/v9y2017i2p113-133.html
   My bibliography  Save this article

Investigating the Impact of Communication Satisfaction on Organizational Commitment: A Practical Approach to Increase Employees¡¯ Loyalty

Author

Listed:
  • Ghalia Ammari
  • Barween Al Kurdi
  • Muhammad Alshurideh
  • Bader Obeidat
  • Al-Hareth Abu Hussien
  • Ala¡¯aldin Alrowwad

Abstract

Recently, employees are seen as important assets of organizations in which the majority of them cannot deal with employees properly or even underestimate their importance. One of the essential issues is increasing employees¡¯ organizational commitment, which in turn minimizes customers¡¯ switching behaviour and the way organizations usually communicate appropriately their internal market strategy. In order to have a better vision about such issue, this study is planned to investigate the impact of communicational satisfaction on organizational commitment. A variety of communicational satisfaction dimensions are taken into analysis; such dimensions include: communication climate, relationship to superiors, organizational integration, media quality, horizontal and informal communication, organizational perspective, relationship with subordinates and the personal feedback. In addition, three factors of organizational commitment were taken into considerations that are affective commitment, continuance commitment and normative commitment. The study followes the qualitative approach in collecting data from employees of Yahoo- Maktoob office in Amman/Jordan. Eight sub-hypotheses are developed and tested accordingly to conclude with the fact that communicational satisfaction has a significant and direct impact on organizational commitment.

Suggested Citation

  • Ghalia Ammari & Barween Al Kurdi & Muhammad Alshurideh & Bader Obeidat & Al-Hareth Abu Hussien & Ala¡¯aldin Alrowwad, 2017. "Investigating the Impact of Communication Satisfaction on Organizational Commitment: A Practical Approach to Increase Employees¡¯ Loyalty," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 113-133, April.
    • Handle: RePEc:ibn:ijmsjn:v:9:y:2017:i:2:p:113-133
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/50168/36310
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/50168
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Rami Mohammad Al-dweeri & Zaid Mohammad Obeidat & Mohammad Ahmad Al-dwiry & Muhammad Turki Alshurideh & Alaa Mohammad Alhorani, 2017. "The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 92-103, April.
    2. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. repec:jso:coejss:v:8:y:2019:i:2:p:292.305 is not listed on IDEAS
    2. Owusu Victor Kwarteng & Gregar Ales & Ntsiful Alex, 2021. "Organizational diversity and competency-based performance: The mediating role of employee commitment and job satisfaction," Management & Marketing, Sciendo, vol. 16(4), pages 352-369, December.
    3. Abdel-Hakim O. Akhoershaideh & Wa’ed Alshoubaki, 2019. "Public Budgeting in Jordan: Governance Structure and Budget Preparation Process," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(2), pages 270-278, April.
    4. Najwa Asha’al & Bader Obeidat & Hazar Alhmoud, 2019. "A Theoretical Study on the Impact of Strategic Orientation on Organizational Performance: Examining the Mediating Role of Learning Culture in Jordanian Telecommunication Companies," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(1), pages 24-40, January.
    5. Dr. Faleh Salamah Al-Louzi & Dr. Ala'aldin Alrowwad & Dr. Ra’ed Masa’deh, 2018. "The Practicing Degree of Organizational Justice by the Administrative Leaders at the Jordanian Ministry of Education and its Relationship with the Subordinates’ Performance and Trust in their Leaders," Journal of Social Sciences (COES&RJ-JSS), , vol. 7(4), pages 277-302, October.
    6. repec:jso:coejss:v:8:y:2019:i:2:p:169.188 is not listed on IDEAS
    7. repec:jso:coejss:v:8:y:2019:i:2:p:230.269 is not listed on IDEAS
    8. Ayat Mazin Almahmoud, 2019. "The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(2), pages 169-188, April.
    9. Dr. Faleh Salamah Al-Louzi, 2018. "Organizational Justice and its Relationship with the Subordinates’ Performance and Trust in their Leaders: A Theoretical Study," Journal of Business & Management (COES&RJ-JBM), , vol. 6(3), pages 112-139, July.
    10. Rana Khaled Abu Khalaf & Hazar Y.Hmoud & Bader Obeidat, 2019. "Reviewing the Mediating Role of Job Satisfaction on the Effect of Employee Engagement on Organizational Performance," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(1), pages 7-23, January.
    11. Almahmoud, Ayat Mazin, 2019. "The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector," MPRA Paper 93252, University Library of Munich, Germany.
    12. Tagreed Kattoua & Prof. Dr. Musa Al-Lozi & Ra’ed Masa’deh, 2018. "The Effect of Strategic Management of Regulatory Factors on Administrative Decision: An Analytical Study on Jordanian Phosphate Company," Journal of Social Sciences (COES&RJ-JSS), , vol. 7(4), pages 303-335, October.
    13. repec:jso:coejss:v:8:y:2019:i:1:p:24.40 is not listed on IDEAS
    14. Shawabkeh, Yazan Taher & AL-Lozi, Musa & Masa'deh, Ra'ed, 2019. "Der Einfluss von organisatorischer Gerechtigkeit auf das berufliche Engagement in den jordanischen Ministerien [The Influence of Organizational Justice on Job Commitment in the Jordanian Ministries," MPRA Paper 93582, University Library of Munich, Germany.
    15. repec:jso:coejss:v:8:y:2019:i:2:p:270.278 is not listed on IDEAS
    16. Dmaithan Almajali & Prof. Dr. Musa Al-Lozi, 2019. "Reviewing the Literature of The Associations among Knowledge Management, Knowledge Management Infrastructure, and Job Satisfaction," Journal of Business & Management (COES&RJ-JBM), , vol. 7(1), pages 1-15, January.
    17. Yazan Taher Shawabkeh & Musa Al-Lozi & Ra’ed Masa’deh, 2019. "The Influence of Organizational Justice on Job Commitment in the Jordanian Ministries," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(2), pages 230-269, April.
    18. Rand Al-Dmour & Farah Hammdan & Hani Al-Dmour & Ala'aldin Alrowwad & Sufian Khwaldeh, 2017. "The Effect of Lifestyle on Online Purchasing Decision for Electronic Services: The Jordanian Flying E-Tickets Case," Asian Social Science, Canadian Center of Science and Education, vol. 13(11), pages 157-157, November.
    19. repec:jso:coejss:v:8:y:2019:i:1:p:7.23 is not listed on IDEAS
    20. Tagreed Kattoua & Prof. Dr. Musa Al-Lozi, 2019. "Reviewing The Literature of The Strategic Management of Regulatory Factors on Administrative Decision," Journal of Business & Management (COES&RJ-JBM), , vol. 7(1), pages 16-33, January.

    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. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    2. Joy Lynn R. Legaspi, 2020. "What Business Strategy Does and what Management Accounting is Pursuing: A Logistic Regression Analysis," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 124-133.
    3. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    4. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    5. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    6. Lusiana Pratiwi & Sunaryo Sunaryo, 2021. "The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 56-62, September.
    7. Birgit Burböck, 2014. "Prospect Theory and SERVQUAL," Management, University of Primorska, Faculty of Management Koper, vol. 9(2), pages 155-168.
    8. Rouzaneh, Davoud & Yazdanpanah, Masoud & Jahromi, Arman Bakhshi, 2021. "Evaluating micro-irrigation system performance through assessment of farmers' satisfaction: implications for adoption, longevity, and water use efficiency," Agricultural Water Management, Elsevier, vol. 246(C).
    9. Munawwer Husain, 2015. "The Role of Brand Loyalty: The Case Study of Telekom Malaysia," International Review of Management and Marketing, Econjournals, vol. 5(3), pages 173-179.
    10. Sahin, Izzet & Zahedi, Fatemeh (Mariam), 2000. "Optimal policies under risk for changing software systems based on customer satisfaction," European Journal of Operational Research, Elsevier, vol. 123(1), pages 175-194, May.
    11. David Schindl & Nicolas Zufferey, 2015. "A learning tabu search for a truck allocation problem with linear and nonlinear cost components," Naval Research Logistics (NRL), John Wiley & Sons, vol. 62(1), pages 32-45, February.
    12. Ji, Chunli & Prentice, Catherine, 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    13. Yaoyang Zhao & Scott Cloutier & Hongqing Li, 2020. "Farmers’ Economic Status and Satisfaction with Homestead Withdrawal Policy: Expectation and Perceived Value," IJERPH, MDPI, vol. 17(19), pages 1-16, September.
    14. Mo Ran Yi, 2023. "Corporate Reputation and Users’ Behavioral Intentions: Is Reputation the Master Key That Moves Consumers?," SAGE Open, , vol. 13(1), pages 21582440231, February.
    15. Ng, Sylvia C. & Sweeney, Jillian C. & Plewa, Carolin, 2020. "Customer engagement: A systematic review and future research priorities," Australasian marketing journal, Elsevier, vol. 28(4), pages 235-252.
    16. Kateryna Lysenko-Ryba & Dominik Zimon, 2021. "Customer Behavioral Reactions to Negative Experiences during the Product Return," Sustainability, MDPI, vol. 13(2), pages 1-14, January.
    17. de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.
    18. Elena Druică & Călin Vâlsan & Andreea-Ionela Puiu, 2022. "Voluntary Simplicity and Green Buying Behavior: An Extended Framework," Energies, MDPI, vol. 15(5), pages 1-17, March.
    19. Rizwan Raheem Ahmed & Jolita Vveinhardt & Dalia Streimikiene & Muhammad Awais, 2016. "Mediating and Marketing Factors Influence the Prescription Behavior of Physicians: An Empirical Investigation," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 18(41), pages 153-153, February.
    20. János Kövesi & Tamás Jónás & Zsuzsanna Eszter Tóth, 2010. "Separating the Measurement and Evaluation of Intellectual Capital Elements with Evaluator Functions," Theory Methodology Practice (TMP), Faculty of Economics, University of Miskolc, vol. 6(02), pages 37-47.

    More about this item

    Keywords

    communication satisfaction; employees¡¯ loyalty; Jordan; organizational commitment;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    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:ibn:ijmsjn:v:9:y:2017:i:2:p:113-133. 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: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.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.