The Mediating Effect of Organizational Commitment on The Relationship Between Human Resource Management and Service Quality in Jordanian Universities

This study aims to examine the mediating effect of organizational commitment (normative commitment, continuance commitment, and affirmative commitment) on the relationship between human resource management (ability, motivation, and career opportunity) and service quality from the perspective of employees in private universities in Jordan. The survey questionnaire was gathered from 311 employees who were working in three private universities in Jordan. The study used the software SmartPLS (version 3.3.2) in order to hypotheses testing. The results of this study indicate that human resource management (ability, motivation, and career opportunity) and organizational commitment (normative commitment, continuance commitment, and affirmative commitment) has a positive direct effect on service quality. Moreover, the results indicated that organizational commitment mediated the relationship between human resource management and service quality. Future studies should focus on more aspects of human resource management including compensation, training, performance appraisal, and promotion, to determine which are most important in achieved the desired employees’ outcomes. The study model developed in the current study could be used for future studies to link these employees’ outcomes with different aspects of the academicians’ experience.