The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia

Goran Perić; Sandra  Dramićanin; Nebojša  Pavlović

doi:10.5937/menhottur2101043P

Authors

Goran Perić Academy of Professional Studies South Serbia, Blace, Serbia https://orcid.org/0000-0001-7954-7663
Sandra Dramićanin University of Kragujevac, Faculty of Hotel Management and Tourism in Vrnjačka Banja, Serbia https://orcid.org/0000-0001-6533-2071
Nebojša Pavlović University of Kragujevac, Faculty of Hotel Management and Tourism in Vrnjačka Banja, Serbia https://orcid.org/0000-0002-3981-7945

DOI:

https://doi.org/10.5937/menhottur2101043P

Keywords:

internal service quality, employee satisfaction, organizational commitment

Abstract

The aim of the research is to observe the influence of internal service quality and employee satisfaction on organizational commitment of employees in travel agencies. A sample of 150 respondents employed in travel agencies in Serbia was surveyed in April 2020, using the questionnaire technique and validated instruments: a modified SERVQAL model, Job Satisfaction Survey (JSS) and Organizational Commitment Questionnaire (OCQ). The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies was tested using multiple regression. Research findings have indicated that the increase in internal service quality and employee satisfaction is accompanied by an increase in organizational commitment of employees in travel agencies. Finally, the results, implications and limitations are presented, and future research recommendations are specified.

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References

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