Internal Service Quality Effect on Employee Satisfaction and Employee Commitment: A Case of Pakistani Banking Industry

Abstract

The objective of this study is to use positive organization behavior and service research to introduce employee well-being as a major construct that how internal service Quality(ISQ) drives employee commitment, employee satisfaction and employee performance. Data has been collected from 210 employees of different banks. Partial least square of structural equation model (PLS-SEM) is employed through Warp PLS 5.0. Results reveal that internal services quality directly affect the employee satisfaction, employee well-being employee commitment and employee performance. Moreover employee well-being moderates the relation among employee satisfaction and employee performance. Keywords: internal service quality, employee satisfaction, employee commitment, employee well-being, employee performance.