THEIMPAC'TOFII\TERI{ALSERVTCEQUALITYONJOB PERFORMANCE: MEDIATING ROLE OF WORK COMMITMEI{T OF EMPLOYEESINTHELEASII' {GCOMPANIESIN BATTICALOA

Abstract

Internal Service Quality is the one of the biggest challenges to many working employees in the Leasing companies. Internal Service Quality is the one of the major determinants of employees' work commitment and job performance in the Leasing companies. Enhancing internal Service Quality is very essential and important tbr' getting maximum contribution form employees to achieving organizational goals and objectives. The main objective of this study is to investigate the impact of Internal Service Quality on employees' work consignment and job performance and this study focuses i;n Leasing companies in Batticaloa. This research design was described using a quantitative approach and this study is mainly considering primary data. The data riiere collected through a self:administered survey method with a use of closed structured questionnaires from 200 respondents of working employees in le4sing companies. t he study used univariate. bivariate. regression and mediation analyses in order to anaii'ze the data. and find the results of the study objectives. The findings of the studv revealed that the internal service quality, work commitment and job performance are high level among employees of leasing companies in Batticaloa. The analysis stated that internal service quality has a positive relationship with job performance, internal service quality has a positive relationship with work commitment, work commitment has a positive relationship with job perfonnance. internal service quaiity has a positive and significant impact on employee job performance and employee's rvork commitment has been found to cast a paftial mediating effect in the relationship between internal service quality and ernployee job performance.