Mediation role of organizational commitment in the relationship between Management support and service quality

 

Nasser Habtoor¹, Abdul Rahim Bin Zumrah², Mohammad Nashief Disomimba³ and Najib Sheikh Abdi Samad⁴

^{1, 2, 3, 4} Faculty of Leadership and Management, Universiti Sains Islam Malaysia

Bandar Baru Nilai, 71800 Negeri Sembilan, Malaysia

¹ E-mail: habtoornasser@yahoo.com

 

Abstract

This study examines the effect of Management support on organizational commitment and service quality, and evaluates the mediation role of organizational commitment in the relationship between Management support and service quality. Data were gathered from one hotel at Shah Alam, Selangor, Malaysia. This study has found a significant relationship between Management support, organizational commitment and service quality. Organizational commitment was also identified as the mediator in the relationship between Management support and service quality. The paper contributes to the existing pool of knowledge in providing empirical evidence about the role of organizational commitment as a mediator between Management support and service quality. In addition, this study provides essential information about the factors that influence service quality in the context of hotel in Malaysia, a Southeast Asia country.

Keywords: Management support, organizational commitment and service quality