Investigating the Impact of Commitment, Satisfaction, and Loyalty of Employees on Providing High-Quality Service to Customer

Open access


The aim of the research was to examine the effects of satisfaction and commitment of employees on the employees’ loyalty and to investigate the effect of employees’ loyalty on quality of services provided for customers. This research is applied in terms of objective and correlational type of descriptive-survey in terms of data collection. Population of the research includes two groups. The first group included employees providing service to customers of Ports and Maritime Organization of Bushehr (Iran) and the second group included customers receiving the services of the organization. From both groups, 250 people were selected using available sampling method to respond to questions of the research. To test the research conceptual model and research hypotheses, structural equation modeling was used. The results showed that job satisfaction of employees have significant positive effect on organizational commitment of employees. Also, job satisfaction and organizational commitment of employees have significant positive effect on their loyalty to organization. In addition, organizational loyalty of employees has positive and significant impact on improving the quality of customer service. Therefore, organizations should make their effort to recruit employees who are suitable for their activities.

Al Maqbali, M. (2015). Factors that influence nurses’ job satisfaction: a literature review. Nurs Manag (Harrow), Vol. 22, no. 2, pp. 7-30.

Allen, N.J., & Meyer, J.P. (1997). Commitment in the workplace: Theory, research, and application. Sage Publications, Inc.

Ardeshiri, P; Pour Rashidi, R., & Bavarsad, B. (2015). Investigating the relationship between job satisfaction and organizational commitment and quality of service provided for employees of Saderat Bank of Kerman International Management Conference, Tehran, Mobin Cultural Institute (In Persian)

Bazvand, K.; Kashef, M.; Esmaeili, M. (2014). The relationship between emotional intelligence, organizational commitment, and job satisfaction in Physical Education Department of Lorestan province. Sports Management, Vol. 5, no. 4, pp. 125-143 (In Persian)

Becker, H.S. (1960). Notes on the concept of commitment. The American Journal of Sociology, Vol. 66, no. 1, pp. 32-40.

Belias, D.; Koustelios, A.; Vairaktarakis, G., & Sdrolias, L. (2015). Organizational Culture and Job Satisfaction of Greek Banking Institutions. Procedia - Social and Behavioral Sciences, Vol. 175, no. 1, pp. 314-323.

Dadkhah, M. (2010). Customer-orientation. Shahr-e Ashub Publications, Sixth Edition, Tehran. (In Persian)

Dehghanian, H.; Sabour, A., & Hojjati, A. (2014). The relationship between components of organizational justice and organizational commitment in an insurance company. Journal of Insurance, Vol. 23, no. 2, pp. 153-180 (In Persian)

Esmaeilpour, M.; Mohamadi, M., & Rajabi, A. (2016). Effect of Dimensions of Service Quality on the Brand Equity in the Fast Food Industry. Studies in Business and Economics, Vol. 11, no. 3, pp., pp. 30-46.

Ganguli, S., & Roy, S. (2011). Generic technology-based service quality dimensions in banking. International Journal of Bank Mark, Vol. 29, no. 2, pp. 168-189.

Gholampoor, F., & Zaree, R. (2016). The relationship between job satisfaction and employee loyalty and productivity in the construction and Installation Company in Shiraz Petrochemical Industries. The second International Symposium of management sciences based on Sustainable Development, Tehran, Mehrvand higher education institution. (In Persian)

Godarzvand, M.; Yousefi, S., & Delshad, M. (2016). The relationship between management commitment to service quality and organizational output according to mediating role of the effective participation of employees in the banks of Gilan province. Journal of Development and Transformation Management, Vol. 24, no. 2, pp. 39-50 (In Persian)

Grönroos, C. (2004). The Relationship Marketing Process: Communication, Interaction, Dialogue, Value. Journal of Business & Industrial Marketing, Vol. 19, no. 2, pp. 99-113.

Hair, F., Ringle, M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, Vol. 19, No. 2, pp. 139–152.

Ibrahim, M., & Al Falasi, S. (2014). Employee loyalty and engagement in UAE public sector. Employee Relations, Vol. 36, no. 5, pp. 562-582.

Izogo, E. (2015). Customers’ service quality perception in automotive repair. African Journal of Economic and Management Studies, Vol. 6, no. 3, pp. 272-288.

Jafari, H.; Saeedi, S., & Jafari, H. (2013). Development of ports as strategy to develop marine-oriented development of the country. The first national conference on the development of Makran coast, International Management Conference, Tehran, Mobin Cultural Institute (In Persian)

Jalali, M.; Gholizdeh, M., & Taleghani, M. (2014). Investigating the quality of services in the insurance industry and its relationship with customer loyalty. International Management Conference, Tehran: Institute of Cultural Ambassadors, pp. 382-400 (In Persian)

Kashif, M. Abdur Rehman, M. & Pilelienė, L. (2016). Customer perceived service quality and loyalty in Islamic banks a collectivist cultural perspective. The TQM Journal, Vol. 28, no. 1, pp. 62-78.

Kassim, N., & Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings. Asia Pacific Journal of Marketing and Logistics, Vol. 22, no. 3, pp. 351-371.

Khodayarifard, M. (2010). Assessment of job satisfaction and customer satisfaction and Saderat Bank of Iran and providing the psychological intervention model to promote it. Research Project, Faculty of Psychology and Educational Sciences, Saderat Bank, Iran, 1-126 (In Persian)

Kotler, P., Armstrong, G. (2016). Principles of Marketing. Pearson; Student Value Edition, 16th Edition.

Lambert, E.; Minor, K.; Wells, J., & Hogan, N. (2015). Social support’s relationship to correctional staff job stress, job involvement, job satisfaction, and organizational commitment. The Social Science Journal, Vol. 53, no. 1, pp. 22-32.

Lavlak, C., & Right, L. (2003). Marketing principles and services. Translated by Abolfazl Tajzadeh. Semat press.

Lee, C., & Chen, W. J. (2005). The Effects of Internal Marketing and Organization Culture on Knowledge Management in the Information Technology Industry. Intrnational Journal of Management, Vol. 22, no. 4, pp. 661-672.

Linz, S.; Good, L., & Busch, M. (2015). Promoting worker loyalty: an empirical analysis. International Journal of Manpower, Vol. 36, no. 2, pp. 169-191.

Ma, C.; Samuels, M., & Alexander, J. (2003). Factors that influence nurse’s job satisfaction. Journal Nurse Adm, Vol. 35, no. 5, pp. 293-299.

Makizadeh, V.; Haj Karimi, A., Jamalieh, B. (2010). Relationship between quality of service and customer loyalty in business services organizations. Journal of Management Perspective, Vol. 9, no. 1, pp. 27-49 (In Persian)

Martensen, A., & Grønholdt, L. (2009). Improving library users’ perceived quality satisfaction and Loyalty: An integrated measurement and management system. The Journal of Academic Librarianship, Vol. 29, no. 3, pp. 140-147.

Moreira, A., & Silva, P. (2015). The trust-commitment challenge in service quality-loyalty relationships. International Journal of Health Care Quality Assurance, Vol. 28, no. 3, pp. 253 - 266.

Mowday, R., & Steers, R. (1979). The Measurement of Organizational Commitment. Journal of Vocational Behavior, Vol. 14, no. 2, pp. 224–247.

Nuri, R., (2004). Investigating the effect of internal services on quality of providing the service to customers (Case study: the Mobile Telecommunication Company of Iran in Tehran). MSc thesis, Faculty of Management, Shahid Beheshti University, Tehran. (In Persian)

Naderi, N. (2012). Teachers: emotional intelligence, job satisfaction, and organizational commitment. Journal of Workplace Learning, Vol. 24, no. 4, pp. 256 - 269.

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, Vol. 64, no. 1, pp. 12-40.

Parasuraman, A., Zeithaml, V., & Berry, L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, Vol. 67, no. 4, pp. pp. 420-450.

Reynolds, K., & Harris, L. (2009). Dysfunctional Customer Behavior Severity: An Empirical Examination. Journal of Retailing, Vol. 85, no. 3, pp. 321-335.

Roozbehani, M., & Nemati, M. (2013). Investigating the effect of job satisfaction on employee loyalty. Journal of work and community, Vol. 15, no. 1, pp. 33-38 (In Persian)

Saatchian, V.; Ghanbarpour, A.; Rasouli, S., & Poursoltani, H. (2012). The relationship between job satisfaction, organizational commitment, and internal service quality. Journal of Research in Sport and Behavior Management, Vol. 9, no. 2, pp. 137-147 (In Persian)

Sun Jung, H., & Yoon, H. (2015). The impact of employees’ positive psychological capital on job satisfaction and organizational citizenship behaviors in the hotel. International Journal of Contemporary Hospitality Management, Vol. 27, no. 6, pp. 1135-1156.

Testa, M. R. (2001). Organizational commitment, job satisfaction, and effort in the service environment. The Journal of Psychology, Vol. 135, no. 2, pp. 226-236.

Tirado, M.; Guillén, S.; Roig, F.; Tena, M., & García, S. (2016). Service quality in bank during an economic crisis, International Journal of Bank Marketing, Vol. 34, no. 2, pp. 235-259.

Utami, A.; Bangun, Y., & Lantu, D. (2014). Understanding the Role of Emotional Intelligence and Trust to the Relationship between Organizational Politics and Organizational Commitment. Procedia - Social and Behavioral Sciences, Vol. 115, no. 1, pp. 378-386.

Yee, R., Yeng, A., & Cheng, E. (2010). An Empirical study of employee loyalty, service quality and firm performance in the service industry. International journal production economics. Vol. 124, no. 1, pp. 109-120.

Zanjani, H.; Motameni, A., & Mousavi, H. (2011). Measuring customer satisfaction of marketing mix elements of after-sales service in the heavy cars industry (road transport). Journal of Commerce, Vol. 40, no. 2, pp. 78-92 (In Persian)

Zayas-Ortiz, M., Rosario, E., Marquez, E., & Colón Gruñeiro, P. (2015). Relationship between organizational commitments and organizational citizenship behaviour in a sample of private banking employees. International Journal of Sociology and Social Policy, Vol. 35, no. 1, pp. 91-106.

Journal Information


All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 451 451 24
PDF Downloads 296 296 18