Effects of Internal Service Quality on Employees’ Organizational Commitment: The Case of North and South Addis Districts of Commercial Bank of Ethiopia

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The objective of this study is to investigate the effects of internal service quality dimensions on employees’ organizational commitment at North and South Addis Ababa Districts of Commercial Bank of Ethiopia. To achieve the intended objectives, both primary and secondary sources were used for gathering relevant information for the study. The primary data was collected through self-administered structured questionnaire from 106 employees of the bank. The study used explanatory research design. Both quantitative and qualitative research approaches were employed to address the research questions. Descriptive analysis, correlation analysis and regression analysis were conducted for analyzing the collected data. The study results revealed that from the five internal service quality dimensions constructed; i.e., tangibility, reliability, responsiveness, assurance, empathy have a significant and positive effect on the commitment of employees to the organization. Based on the finding of the study the researcher attempted to recommend that the bank board, the management and concerned body should work to improve the internal service quality by considering tangibility, reliability, responsiveness, assurance, empathy to bring employee organizational commitment.



Empathy internal service quality, Organizational commitment