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- Title
The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia.
- Authors
Perić, Goran; Dramićanin, Sandra; Pavlović, Nebojša
- Abstract
The aim of the research is to observe the influence of internal service quality and employee satisfaction on organizational commitment of employees in t ravel 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.
- Subjects
SERBIA; JOB satisfaction; ORGANIZATIONAL commitment; QUALITY of service; IN-house services (Business); TRAVEL agents
- Publication
Hotel & Tourism Management, 2021, Vol 9, Issue 1, p43
- ISSN
2620-0279
- Publication type
Article
- DOI
10.5937/menhottur2101043P