Internal service quality and organizational commitment in DBKU / Muhammad Asrani Razin and Shahrill Eddyson Mohd Hatta

The purpose of this study is to determine the relationship between internal service quality and organizational commitment among the employees of Dewan Bandaraya Kuching Utara (DBKU). The target population in this study involves the employees of DBKU from all of its departments, selected using random sampling technique. 350 questionnaires were distributed with the respond rate of 84% or 295 questionnaires. The questionnaire was measured with the scale of internal service quality developed by Hallowell, Schlesinger, and Zornitsky as well as the measurement with the scale of organizational commitment developed by Meyer and Allen. The internal service quality model developed by Hallowel, Schlesinger, and Zornitsky (1996) was used and slightly modified for the purpose of this research as the conceptual framework. This research used Anova, Pearson’s correlation t-test, regression, frequencies, standard deviation, and mean among others in order to test the variables. Hypotheses were tested by using the various tests mentioned in order to find the relationships and significance of them towards organizational commitment. Each of the hypotheses tested the effect of internal service quality, the dimensions of internal service quality, length of service, and gender towards the DBKU’s employees’ organizational commitment. Findings from this study include: (1) internal service quality has a strong positive relationship towards organizational commitment; (2) there is a significant difference in organizational commitment based on length of service, whereby longer service results in higher level of organizational commitment; (3) there is no significant difference in organizational commitment between male and female; and (4) policies, procedures, and tools is the strongest determinant of organizational commitment. This study recommends future researchers to: (1) use a bigger scope of study that covers a bigger geographical area; (2) use moderator and mediating variables; and (3) use different data collection method such as interview. Therefore, it is clear that internal service quality has a great influence on organizational commitment of the employees of DBKU.