The impact of organizational commitment on improving the quality of services (An exploratory study of the opinions of a sample of employees at Asia Cell Communications Company)

Abstract

The current research aims to clarify the concept of organizational commitment as an independent variable with its three dimensions (continuity commitment, emotional commitment, normative commitment), in improving the quality of service as a dependent variable with its five dimensions (reliability, responsiveness, empathy, tangibility, and safety). After that the correlation and influence relationship between them was determined, and in order to achieve the objectives of the research, a questionnaire consisting (46) items was designed, in the light of which data was collected and analyzed and hypotheses tested by using the ready-made statistical program (spss) .A simple random sample of (150) male and female workers was selected in Asia Cell Telecom Company, and many statistical tools and methods were used to achieve the research objectives, including : frequencies, percentages, arithmetic means, standard deviations, and regression analysis, the most prominent conclusions were the existence of a significant correlation between the two variables, and a strong effect between organizational commitment and quality of services .The most prominent conclusions were: the existence of a significant correlation between the two variables, and a strong impact of the dimensions of regulatory commitment on the quality of services.