IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-981-4560-61-0_41.html
   My bibliography  Save this book chapter

Job Satisfaction and Organizational Commitment—Retail Banking Services in Hong Kong

In: Proceedings of the International Conference on Managing the Asian Century

Author

Listed:
  • Macy Mei Chi Wong

    (The Hong Kong Polytechnic University)

  • Cheung Ronnie

    (University of South Australia)

Abstract

The purpose of this research is to investigate the impact of job satisfaction and organizational commitment on the quality of retail banking services provided by customer contact employees of Chinese banks in Hong Kong. 109 responses from customer contact employees of ten Chinese licensed banks were gathered through a structured questionnaire survey. Factor analysis and multiple regression analysis were deployed and the results indicated that intrinsic job satisfaction and affective commitment contributed to service quality as expected, but unexpectedly, extrinsic job satisfaction and normative commitment did not. The analysis also showed that continuance commitment was negatively related to service quality. This research provides insights to the retail banking service management from the perspective of human resource management. It also demonstrates the importance of setting service quality as a management priority for Chinese banks in order to survive and prosper in the highly competitive Hong Kong banking industry.

Suggested Citation

  • Macy Mei Chi Wong & Cheung Ronnie, 2013. "Job Satisfaction and Organizational Commitment—Retail Banking Services in Hong Kong," Springer Books, in: Purnendu Mandal (ed.), Proceedings of the International Conference on Managing the Asian Century, edition 127, chapter 41, pages 365-373, Springer.
    • Handle: RePEc:spr:sprchp:978-981-4560-61-0_41
    DOI: 10.1007/978-981-4560-61-0_41
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-981-4560-61-0_41. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.