Purpose This study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship. Design/methodology/approach It applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling. Findings The results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality. Research limitations/implications The current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context. Practical implications The results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions. Originality/value The results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization

Relationship between employee attitudes and services quality still unclear. Therefore, the aim of this study is to uncover the relationship between organizational commitment and service quality, by investigate under which mechanism that organizational commitment effect service quality. Data were collected by means of self-administered survey, total 247 faculty staff and 1235 of their student complete responses were obtained from Aden University. The results show that, organizational commitment effect service quality by social mechanism (social exchange). More specifically, organizational commitment effect service quality by social exchange mechanism. Important implications, limitation and future studies are discussed.

This study aims to uncover the relationship between organizational commitment of academic and non-academic staff and higher education service quality, by investigating under which mechanism that organizational commitment effect service quality. Data were collected by means of self-administered survey, total 247 academic staff and 1235 of their student, and total 155 non-academic staff and 775 of their customer complete responses were obtained from Aden University. The results of this study show that, organizational commitment (affective and continence) effect higher education service quality by social mechanism (social exchange). Furthermore, this study revealed that, organizational commitment of academic staff have more effect on higher education service quality than non-academic staff.