An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment

Employees’ perception of their job and organization is believed to influence service quality (SQ). Hence, this study aims integrate a mediating moderating model improve SQ through involvement (JI), satisfaction (JS), organizational commitment (OC), investigate how that incorporating JI, JS, OC can in higher education contexts developing countries. This applied conceptual integration between employees who provide the customer-perceived quality. Data collection from respondents was performed using two-sample research design two sets questionnaires. The academic staff (296 responses) students (1480 formed study’s sample size. Structural Equation Modelling (SEM) used analyze collected data. data analysis showed significant impact JS on (i.e., lectures they received classroom shaped learning experiences). significantly affected partially mediated effect SQ. JI plays moderator role JS-OC relationship. contributes literature by linking employees’ Employee are crucial promoting Practical implications for students, employees, institutions, society were provided.