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. 2021 Mar;8(2):607-619.
doi: 10.1002/nop2.665. Epub 2020 Oct 25.

Effects of internal service quality on nurses' job satisfaction, commitment and performance: Mediating role of employee well-being

Muhammad Ibrahim Abdullah  1   2 , Dechun Huang  1 , Muddassar Sarfraz  3 , Larisa Ivascu  4 , Amir Riaz  2
Affiliations

Effects of internal service quality on nurses' job satisfaction, commitment and performance: Mediating role of employee well-being

Muhammad Ibrahim Abdullah et al. Nurs Open. 2021 Mar.

Abstract

Aim: The attitudes and behaviours of nursing staff are critical to determine patients' satisfaction and to have a competitive advantage for any healthcare organization. This study is set to investigate the effects of internal service quality (ISQ) on nurses' job satisfaction, employee commitment, well-being and job performance in the healthcare sector of Pakistan. Further, this study also examines the mediating role of nurses' well-being for the relationship of job satisfaction and commitment with their job performance.

Methods: This was a cross-sectional quantitative research. A self-administered survey was used to collect data from 412 nursing employees of 20 private sector healthcare centres operating in Pakistan. Partial least square of structural equation model (PLS-SEM) and structural equation modelling (SEM) were employed through Smart PLS 3.2.8 for data analysis.

Results: Study results revealed that ISQ directly effects employees' satisfaction, commitment, well-being of the nursing employees. Moreover, employees' well-being has mediated job satisfaction and job performance relationship; however, well-being did not mediate the relationship between commitment and job performance.

Keywords: employee commitment; employee-nurse satisfaction; health care; internal service quality; well-being.

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Conflict of interest statement

The authors declare that the research was conducted in the absence of any commercial or financial relationships that could be construed as a potential conflict of interest.

Figures

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FIGURE 1
Conceptual Framework
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