Abstract
The aim of the research is to observe the influence of internal service quality and employee satisfaction on organizational commitment of employees in travel 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.
Highlights
Tourism is one of the few economic activities that largely depend on human resources (Miliševiš & Petroviš, 2018)
Understanding the correlation between internal service quality, employee satisfaction and organizational commitment is especially important in hospitality and tourism, which depends on employees, human resources and direct contact with customers (Bai et al, 2006; Dramišanin, 2019; Yeshanew & Kaur, 2018)
The results of descriptive statistics demonstrate a very positive perception of employees about the internal service quality, while employee satisfaction is on the border between ambivalence and satisfaction, and organizational commitment is moderate
Summary
Tourism is one of the few economic activities that largely depend on human resources (Miliševiš & Petroviš, 2018). (Hady & Chible, 2018; Hefny, 2020; Pavloviš & Simic, 2019) They are the most valuable resource, and the bearers of providing quality services, creating innovation and added value, and increasing business (Periš et al, 2018). They represent a very important factor in creating a competitive advantage of a travel agency (Sandybayev & Houjeir, 2018; Vuţetiš, 2012). Understanding the correlation between internal service quality, employee satisfaction and organizational commitment is especially important in hospitality and tourism, which depends on employees, human resources and direct contact with customers (Bai et al, 2006; Dramišanin, 2019; Yeshanew & Kaur, 2018). In accordance with the above, the aimof the research is to observe the influence of internal service quality and employee satisfaction on organizational commitment of employees in travel agencies
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