Effect of HRM practices on service quality: job satisfaction as a mediator variable

 

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

The purpose of this paper is to investigate the effect of human resource management (HRM) practices on job satisfaction and service quality. Furthermore, this paper also is conducted to examine the role of job satisfaction as a mediator in the relationships between HRM practices and service quality in the Malaysian hospitality sector. Data were gathered from one hotel at Shah Alam, Selangor, Malaysia. The results from data analysis revealed that there was a significant effect of HRM practices on job satisfaction and quality service. Moreover, the analysis result has confirmed the role of job satisfaction as a mediator in the relationships between HRM practices and service quality. This study contributes to the body of knowledge in expanding  the knowledge about the roles of HRM practices in enhancing quality service and employee work attitude and behavior (i.e. job satisfaction) in the context of hospitality sector in non-Western context. This study also expands the literature by providing empirical evidence about the role of job satisfaction as a mediator in the relationship between HRM practices and service quality.

Keywords: human resource management practices, job satisfaction and service quality.