The Mediating Role of Organizational Belonging in the Effect of Internal Service Quality on Employee Performance

Yıl 2021, Cilt: 13 Sayı: 25, 413 - 428, 28.11.2021

Mehmet Seyhan

https://doi.org/10.20990/kilisiibfakademik.963227

Cited By: 3

Öz

Purpose: While the effect of internal service quality on employee performance is a well-known phenomenon, the effects of different variables in this relationship are far from being examined in all its dimensions. In this context, determining whether there is an intermediary effect of organizational belonging constitutes the main aim of the research.
Design/Methodology: The sample of the research consists of 161 people working in manufacturing companies operating in the food sector in Gaziantep. The data set created with the compiled questionnaires was subjected to structural equation model analysis.
Findings: It has been determined that internal service quality significantly affects organizational belonging and employee performance. It has been found that organizational belonging also affects employee performance significantly. As a result of the mediation test, it was determined that organizational belonging has a mediating role in the effect of internal service quality on employee performance.
Limitations: The constraints of the study are that the sample consists of companies located only in Gaziantep and that the survey method is used.
Originality/Value: One of the elements that makes this study valuable is the fact that employee satisfaction is addressed in an environment where customer satisfaction is constantly examined. In addition, the use of structural equation model and Process Macro as an analysis method is included in the study as an element that increases the intelligibility of the model.

Anahtar Kelimeler

Internal Service Quality, Organizational Belonging, Process Macro Analysis

İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü

Öz

Amaç: İç hizmet kalitesinin işgören performansı üzerindeki etkisi bilinen bir olgu iken bu ilişkide yer alan farklı değişkenlerin etkileri tüm boyutlarıyla incelenmiş olmaktan uzaktır. Bu bağlamda kurumsal aidiyetin aracı etkisinin olup olmadığının tespiti araştırmanın temel amacını oluşturmaktadır.
Tasarım/Yöntem: Araştırmanın örneklemini Gaziantep ilinde, gıda sektöründe faaliyet gösteren imalat firmalarında çalışan 161 kişi oluşturmaktadır. Derrlenen anketler ile oluşturulan veri seti yapısal eşitlik modeli analizine tabi turulmuştur.
Bulgular: İç hizmet kalitesinin kurumsal aidiyet ve iş gören performansını anlamlı olarak etkilediği tespit edilmiştir. Kurumsal aidiyetin de iş gören performansını anlamlı olarak etkilediği bulgusuna ulaşılmıştır. Yapılan aracılık testi neticesinde ise iç hizmet kalitesinin iş gören performansı üzerindeki etkisinde kurumsal aidiyetin aracılık rolü bulunduğu tespit edilmiştir.
Sınırlılıklar: Örneklemin sadece Gaziantep’te bulunan firmalardan oluşması ve anket yönteminin kullanılması araştırmanın sınırlılıklarıdır.
Özgünlük/Değer: Müşteri memnuniyetinin sürekli olarak incelendiği bir ortamda çalışan memnuniyetinin ele alınmış olması bu çalışmayı değerli kılan unsurlardan birisidir. Ayrıca analiz yöntemi olarak yapısal eşitlik modelinin ve Process Makro analizinin kullanılması modelin anlaşılabilirliğini arttırıcı bir unsur olarak çalışmada yer almaktadır.

Anahtar Kelimeler

İç Hizmet Kalitesi, Kurumsal Aidiyet, Process Makro Analizi

Kaynakça

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