Please use this identifier to cite or link to this item: https://scidar.kg.ac.rs/handle/123456789/13435
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
Journal: Menadzment u hotelijerstvu i turizmu
Issue Date: 2021
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.
URI: https://scidar.kg.ac.rs/handle/123456789/13435
Type: Article
DOI: 10.5937/menhottur2101043P
ISSN: 2620-0279
Appears in Collections:Faculty of Hotel Management and Tourism, Vrnjačka Banja
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