ANTECEDENTS OF EMPLOYEE COMMITMENT AND INTERNAL SERVICE QUALITY: A MULTI-GROUP ANALYSIS OF CIVL AND NON-CIVIL SERVANTS OF INDONESIA

Abstract

This study employed the idea of social exchange to describe the internal marketing concept that influences employee commitment and internal service quality for various employment statuses. The population of this study consisted of civil and non-civil servants in the Indonesian public sector. Using the cluster-sampling technique, 301 Civil Servants and 304 non-Civil Servants from 12 of Indonesia's 34 provinces were selected as respondents. The data were then analyzed using multi-group samples and structural equation modeling using LISREL 10.20. Among Civil Servants, Empowerment has a greater impact on job satisfaction, and job satisfaction has a greater impact on employee commitment than non-Civil Servants. The impact of work environment and salary on job satisfaction and employee commitment to internal service quality is stronger among non-Civil Servants than Civil Servants. The study results indicate that Non-Civil Servants require empowerment to enhance their performance and commitment to be more satisfied and loyal to the firm. In the meantime, the public sector organization encourages Civil Servants to commit and participate more to enhance the quality of their internal service. Overall, managerial contributions must be conducted with a focus on employees' welfare and enjoyment to influence employees' job satisfaction and, consequently, to cultivate employees' commitment by providing Higher Internal Service Quality. The findings contribute to developing and expanding the Internal Marketing Theory, particularly regarding the various job statuses in the Public Non-profit Sector.