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Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta

The purpose of this study is to determine the relationship between internal service quality and organizational commitment among the employees of Dewan Bandaraya Kuching Utara (DBKU). The target population in this study involves the employees of DBKU from all of its departments, selected using random...

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Main Authors: Razin, Muhammad Asrani, Mohd Hatta, Shahrill Eddyson
Format: Student Project
Language:English
Published: 2014
Subjects:
H Social Sciences (General)
Research
Online Access:https://ir.uitm.edu.my/id/eprint/94019/1/94019.pdf
https://ir.uitm.edu.my/id/eprint/94019/
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spelling my.uitm.ir.940192024-04-18T08:40:11Z https://ir.uitm.edu.my/id/eprint/94019/ Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta Razin, Muhammad Asrani Mohd Hatta, Shahrill Eddyson H Social Sciences (General) Research The purpose of this study is to determine the relationship between internal service quality and organizational commitment among the employees of Dewan Bandaraya Kuching Utara (DBKU). The target population in this study involves the employees of DBKU from all of its departments, selected using random sampling technique. 350 questionnaires were distributed with the respond rate of 84% or 295 questionnaires. The questionnaire was measured with the scale of internal service quality developed by Hallowell, Schlesinger, and Zornitsky as well as the measurement with the scale of organizational commitment developed by Meyer and Allen. The internal service quality model developed by Hallowel, Schlesinger, and Zornitsky (1996) was used and slightly modified for the purpose of this research as the conceptual framework. This research used Anova, Pearson’s correlation t-test, regression, frequencies, standard deviation, and mean among others in order to test the variables. Hypotheses were tested by using the various tests mentioned in order to find the relationships and significance of them towards organizational commitment. Each of the hypotheses tested the effect of internal service quality, the dimensions of internal service quality, length of service, and gender towards the DBKU’s employees’ organizational commitment. Findings from this study include: (1) internal service quality has a strong positive relationship towards organizational commitment; (2) there is a significant difference in organizational commitment based on length of service, whereby longer service results in higher level of organizational commitment; (3) there is no significant difference in organizational commitment between male and female; and (4) policies, procedures, and tools is the strongest determinant of organizational commitment. This study recommends future researchers to: (1) use a bigger scope of study that covers a bigger geographical area; (2) use moderator and mediating variables; and (3) use different data collection method such as interview. Therefore, it is clear that internal service quality has a great influence on organizational commitment of the employees of DBKU. 2014 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/94019/1/94019.pdf Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta. (2014) [Student Project] (Submitted)
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 H Social Sciences (General)
Research
spellingShingle H Social Sciences (General)
Research
Razin, Muhammad Asrani
Mohd Hatta, Shahrill Eddyson
Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta
description The purpose of this study is to determine the relationship between internal service quality and organizational commitment among the employees of Dewan Bandaraya Kuching Utara (DBKU). The target population in this study involves the employees of DBKU from all of its departments, selected using random sampling technique. 350 questionnaires were distributed with the respond rate of 84% or 295 questionnaires. The questionnaire was measured with the scale of internal service quality developed by Hallowell, Schlesinger, and Zornitsky as well as the measurement with the scale of organizational commitment developed by Meyer and Allen. The internal service quality model developed by Hallowel, Schlesinger, and Zornitsky (1996) was used and slightly modified for the purpose of this research as the conceptual framework. This research used Anova, Pearson’s correlation t-test, regression, frequencies, standard deviation, and mean among others in order to test the variables. Hypotheses were tested by using the various tests mentioned in order to find the relationships and significance of them towards organizational commitment. Each of the hypotheses tested the effect of internal service quality, the dimensions of internal service quality, length of service, and gender towards the DBKU’s employees’ organizational commitment. Findings from this study include: (1) internal service quality has a strong positive relationship towards organizational commitment; (2) there is a significant difference in organizational commitment based on length of service, whereby longer service results in higher level of organizational commitment; (3) there is no significant difference in organizational commitment between male and female; and (4) policies, procedures, and tools is the strongest determinant of organizational commitment. This study recommends future researchers to: (1) use a bigger scope of study that covers a bigger geographical area; (2) use moderator and mediating variables; and (3) use different data collection method such as interview. Therefore, it is clear that internal service quality has a great influence on organizational commitment of the employees of DBKU.
format Student Project
author Razin, Muhammad Asrani
Mohd Hatta, Shahrill Eddyson
author_facet Razin, Muhammad Asrani
Mohd Hatta, Shahrill Eddyson
author_sort Razin, Muhammad Asrani
title Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta
title_short Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta
title_full Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta
title_fullStr Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta
title_full_unstemmed Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta
title_sort internal service quality and organizational commitment in dbku / muhammad asrani razin and shahrill eddyson mohd hatta
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/94019/1/94019.pdf
https://ir.uitm.edu.my/id/eprint/94019/
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score 13.211869

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