An Empirical Investigation of the Impact of Work Attitude and Organizational Learning Culture on the Perceived Internal Service Quality of Managerial Level Employees in Large scale Garment Industries in Sri Lanka

Abstract

Existing literature reveals a gap in the empirical knowledge in respect of work attitude; organizational learning culture that impact perceived internal service quality (INTERSER) at the large scale garment industries. The present study empirically evaluated four factors that could have impact on the perceived internal service quality namely job satisfaction, organizational commitment, job involvement and organizational learning culture. The study involved 206 managerial level employees who were selected from ten large scale garment factories in western province in Sri Lanka. Reliability analysis was conducted to determine the internal consistency of the scales. Univariate, Bivariate and Multivariate analysis were carried out. Hypotheses were tested (H1 -There is a positive relationship between job satisfaction and perceived internal service quality, H2 -There is a positive relationship between organizational commitment and perceived internal service quality, H3 -There is a positive relationship between job involvement and perceived internal service quality, H4 - There is a positive relationship between organizational learning culture and perceived internal service quality) using Correlation and Regression analysis. The results indicated that all the independent variables; job satisfaction, organizational commitment, job involvement and organizational learning culture were positively and significantly correlated to the perceived internal service quality. Using step by step regression analysis, all independent variables job satisfaction, job involvement and organizational learning culture were accepted except organizational commitment. Sixty nine percentage of the variability of the dependent variable are explained by the independent variables.