The Moderation Effect of Service Quality on Employee Commitment


The main aim of my research is to analyze the moderation effect of service quality on relationship between employee commitment and job attitude of performance for elderly on tourism industry. My research study attempts to explain the various theories related to employee commitment and job attitude. With this regard, the specific objectives were: to determine the effects of biographical factors on job attitude; to evaluate how job motivation and satisfaction affect the level of commitment and attitude within the workplace; to determine if relationship exists between job commitment and job attitude among employees; and to determine the effects of biographical factors on employee commitment. The study relied on primary data using structured questions to explain the main objective.

The study found out that biographical characteristics of the employees (such as: age, sex, education level, race, job status and job level) had an effect on job attitude and job commitment. In order to enhance job satisfaction, employees need to be motivated in a relevant manner. Other than financial compensation, other factors like personal achievements, self-actualization, recognition, accomplishment, relationship with supervisors and co-employees, job level, job status, the nature and the magnitude of work supervision, the potential for job progress and advancement and the trust and responsibility shall have to be taken into account for the success of any business.

Contributions and Impacts

Casual employment has been quickly on the rise for the last two decades, particularly in the service sector such as tourism industry. Many researchers have argued that there are many benefits associated with part-time employment for both organizations and workers. However, tourism industry in many countries has experienced comparatively high level of staff turnover that has resulted to increased costs for businesses.

The most significant factor contributing to this turnover rate is the level of organizational commitment among employees of these organizations. My paper explored on employee commitment and job attitude among the employees in the tourism industry. My study is relevant as it explored the available literature relating to employee commitment and job attitude and how they improve service quality for the elderly in tourism industry.

In today’s set up much emphasis has not been attributed to employee commitment towards work. Many employees are not committed to their work due to the fact that they have a lower attitude towards their jobs. This lower attitude is as a result of lower levels of job satisfaction. Job satisfaction comes with the level of motivation that is in place. My study has revealed that motivation is the key to the employees’ success in the workplace.

The more motivation an employee gets, the more effectively he becomes committed to the organization. Motivation is, thus, necessary to foster good performance in an organization as it enhances a positive job attitude. An organization which does not motivate its employees is bound to lag behind in terms of competition in the market. Many potential employees are attracted by the motivating elements that exist in a company. Motivation also helps to retain the existing good workers that the organization has.

The performance/turnover of workers owing to the organizational environment has become a major headache to many heads of organizations in general, and human resource managers in particular. This problem is mostly attributed to lack of stability and job security for one of the most important resources in the organization. Many organizations have begun to foster the workers’ feeling of commitment to their work/occupation/career, organization and its values and ambitions, and strong job ethics. My study emphasized on the need for enhancing the attitudes of the employees towards their jobs in order to keep them committed and focused on providing a high quality work to the organization.

Employee commitment is both beneficial to employers and employees. For individual employees, work commitment signifies a positive relationship with the organization and attaches more meaning to life; whereas, for employers, committed workers have the likelihood of enhancing quality service, reduce turnover and reduce cases of absenteeism. Organizational commitment has also been associated with efficiency, productivity, creativity and innovativeness among employees. The more committed a worker is, the more efficient, productive, creative and innovative they become. My study has revealed that employee commitment is directly connected to their job attitude. When employees have a good attitude towards their work, their level of commitment is greatly boosted and vice versa.

Improved working conditions can enhance job satisfaction. Improved working conditions in this case encompass work promotions, boosting morale of employees, financial rewards, fringe benefits and compensation, and realistic working hours. Training and development can assist in enhancing job satisfaction in the service industry. A manager in the tourism industry plays a significant role in work commitment and satisfaction of the employees.

Seniors or mentors in the tourism industry are likely to encourage their juniors or the newcomers, thus influence their job satisfaction and behavioral intent. It is with this regard that my study recommended that in order for an organization to be successful, it is imperative that the needs of both the organization and the employees are satisfied; the management should establish a cohesive relationship with the employees in order to steer the organization forward.

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