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The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid

The purpose of this study is to examine i) the relationship between internal marketing (IM) and service quality (SQ), ii) the relationship between internal marketing and organisational commitment (OC), iii) the relationship between organisational commitment and service quality; and iv) whether organ...

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Main Author: Abd Hamid, Rozanah
Format: Thesis
Language:English
Published: 2020
Subjects:
Total quality management. Benchmarking
Online Access:https://ir.uitm.edu.my/id/eprint/61172/1/61172.pdf
https://ir.uitm.edu.my/id/eprint/61172/
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spelling my.uitm.ir.611722022-06-08T06:32:39Z https://ir.uitm.edu.my/id/eprint/61172/ The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid Abd Hamid, Rozanah Total quality management. Benchmarking The purpose of this study is to examine i) the relationship between internal marketing (IM) and service quality (SQ), ii) the relationship between internal marketing and organisational commitment (OC), iii) the relationship between organisational commitment and service quality; and iv) whether organisational commitment mediates the relationship between internal marketing and service among frontline employees in Sabah Public service. This study is unique because of its contribution to the literature, which deliberates on the relationship between IM and SQ that is still limited, especially in the Public Service, particularly in Sabah. The target population was frontline employees currently working at Sabah Public Service. A self-administered questionnaire was used for collecting data from various departments of government offices in Sabah, between April and July 2017. A total of 183 valid questionnaires were used for further analysis. Partial Least Square Structural Equation Modelling (PLS-SEM) was employed to test the hypothesised model, in which four hypothesised relationships were proposed. The findings of this study reveal that all hypotheses were significant; IM has a significantly positive relationship with OC and SQ. Meanwhile, OC proved to be a mediator in the relationship between IM and SQ. The finding of this study provides empirical evidence on the relationship between IM and OC towards SQ. Hence, helping the government to improve the existing policy towards more effective and efficient services of frontline employees in Sabah public service. 2020-07 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/61172/1/61172.pdf The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid. (2020) PhD thesis, thesis, Universiti Teknologi MARA.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Total quality management. Benchmarking
spellingShingle Total quality management. Benchmarking
Abd Hamid, Rozanah
The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid
description The purpose of this study is to examine i) the relationship between internal marketing (IM) and service quality (SQ), ii) the relationship between internal marketing and organisational commitment (OC), iii) the relationship between organisational commitment and service quality; and iv) whether organisational commitment mediates the relationship between internal marketing and service among frontline employees in Sabah Public service. This study is unique because of its contribution to the literature, which deliberates on the relationship between IM and SQ that is still limited, especially in the Public Service, particularly in Sabah. The target population was frontline employees currently working at Sabah Public Service. A self-administered questionnaire was used for collecting data from various departments of government offices in Sabah, between April and July 2017. A total of 183 valid questionnaires were used for further analysis. Partial Least Square Structural Equation Modelling (PLS-SEM) was employed to test the hypothesised model, in which four hypothesised relationships were proposed. The findings of this study reveal that all hypotheses were significant; IM has a significantly positive relationship with OC and SQ. Meanwhile, OC proved to be a mediator in the relationship between IM and SQ. The finding of this study provides empirical evidence on the relationship between IM and OC towards SQ. Hence, helping the government to improve the existing policy towards more effective and efficient services of frontline employees in Sabah public service.
format Thesis
author Abd Hamid, Rozanah
author_facet Abd Hamid, Rozanah
author_sort Abd Hamid, Rozanah
title The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid
title_short The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid
title_full The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid
title_fullStr The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid
title_full_unstemmed The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid
title_sort relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in sabah public service / rozanah abd hamid
publishDate 2020
url https://ir.uitm.edu.my/id/eprint/61172/1/61172.pdf
https://ir.uitm.edu.my/id/eprint/61172/
_version_ 1735389688910315520
score 13.211869

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