1. University of Kragujevac Digital Archive
  2. University of Kragujevac
  3. Faculty of Hotel Management and Tourism, Vrnjačka Banja
Please use this identifier to cite or link to this item: https://scidar.kg.ac.rs/handle/123456789/13435
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dc.rights.licenseopenAccess-
dc.contributor.authorPerić, Goran-
dc.contributor.authorDramićanin, Sandra-
dc.contributor.authorPavlović, Nebojša-
dc.date.accessioned2021-07-16T09:12:07Z-
dc.date.available2021-07-16T09:12:07Z-
dc.date.issued2021-
dc.identifier.citationPerić, G., Dramićanin, S., & Pavlović, N. [2021]. The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia. Menadžment u hotelijerstvu i turizmu, 9(1), 43-60.en_US
dc.identifier.issn2620-0279en_US
dc.identifier.urihttps://scidar.kg.ac.rs/handle/123456789/13435-
dc.description.abstractThe 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.en_US
dc.language.isoenen_US
dc.publisherUniversity of Kragujevac, Faculty of Hotel Management and Tourismen_US
dc.rightsinfo:eu-repo/semantics/openAccess-
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/-
dc.sourceMenadzment u hotelijerstvu i turizmuen_US
dc.subjectinternal service qualityen_US
dc.subjectemployee satisfactionen_US
dc.subjectorganizational commitmenten_US
dc.titleThe influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbiaen_US
dc.title.alternativeUticaj internog kvaliteta usluga i zadovoljstva zaposlenih na organizacionu posvećenost u turističkim agencijama: Primer Srbijeen_US
dc.typearticleen_US
dc.description.versionPublisheden_US
dc.identifier.doi10.5937/menhottur2101043Pen_US
dc.type.versionPublishedVersionen_US
Appears in Collections:Faculty of Hotel Management and Tourism, Vrnjačka Banja

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