Journal of Human Resources Management and Labor Studies

Internal Service Quality and Job Performance: Does Job Satisfaction Mediate?
Safdar Nazeer, M Mohsin Zahid, Malik Faisal Azeem

Abstract
The aim of this research effort is to assess the job performance (JP) of faculty members (teaching staff) by presenting a framework containing components of internal service quality (ISQ) and job satisfaction (JS). In this study, the ISQ instrument has updated by adding some items and one extra construct of attitude in existing scale. Focusing on ISQ among employees is an imperative phase, because of which they perform better. The study carried out on faculty member working in institutions offering higher education, in Islamabad and Rawalpindi of Pakistan. Survey questionnaires personally distributed among faculty members in universities. Structural equation modeling technique has used to analyze the results. Results indicated a significantly positive effect of ISQ on JS and JP. Some suggestions are presented for management after reviewing the findings for this study. The effort also enhances to the prevailing literature on ISQ-JS-JP relationship holistically, and especially in the context of an education sector of developing country like Pakistan.

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