ISSN: 2222-6990
Open access
Customers' satisfaction within the Palestinian insurance sector is currently facing significant challenges. Recent data reveals a notable trend of discontent among customers, with 55% transitioning to different insurers within a span of less than three years. Additionally, 44% of customers are contemplating a switch, and 30% perceive the quality of their current insurance services as substandard. Prior studies have inadequately addressed the impact of internal organizational factors on client satisfaction. This study explores the mediating role of citizenship behaviors in the relationship between internal communication, recruitment and selection practices, and client satisfaction. The findings demonstrate that the model successfully explains substantial variances in client satisfaction (40.5%) and citizenship behaviors (36.7%), confirming the model's predictive reliability. The study establishes that effective internal communication and well-structured recruitment and selection processes significantly influence employee citizenship behaviors. These behaviors, in turn, have a profound positive effect on client satisfaction. The analysis accentuates the critical mediating role of citizenship behaviors in elevating client experiences, highlighting organizations' need to implement effective communication strategies and recruitment policies that promote a culture of positive organizational behavior. According to the current study's findings, insurance businesses in Palestine need to focus more on improving internal communication as well as recruiting and selection to address the current customers' satisfaction issues. This research enriches knowledge by empirically validating the mediating role of citizenship behaviors in the relationship between internal organizational practices and client satisfaction.
Abomeh, O. S. (2013). Assessment of Recruitment Practice on Organization Performance: Empirical Study of Hospitality Businesses in Abuja. European Scientific Journal, 9(29), 294-305.
Al Zeer, I., Ajouz, M., & Salahat, M. (2023). Conceptual model of predicting employee performance through the mediating role of employee engagement and empowerment. International Journal of Educational Management, 37(5), 986-1004.
Al Zeer, I., Alkhatib, A. A., & Alshrouf, M. (2020). Organizational Commitment of University Employees from the Social Factors Perspective. International Journal of Advanced Science and Technology, 29(8), 2816-2824.
Asad, N. (2014). An Analysis and Assessment of Customer Satisfaction with Service Quality in Insurance Industry in Palestine Birzeit University].
Balakrishnan, C., & Masthan, D. (2013). Impact of Internal Communication on Employee Engagement–A Study at Delhi International Airport. International Journal of Scientific and Research Publications, 3(8), 1-13.
Breaugh, J. A., & Starke, M. (2000). Research on employee recruitment: So many studies, so many remaining questions. Journal of management, 26(3), 405-434.
Budur, T., & Poturak, M. (2021). Transformational leadership and its impact on customer satisfaction. Measuring mediating effects of organisational citizenship behaviours. Middle East Journal of Management, 8(1), 67-91.
Byham, W. C. (2001). argeted Selection, Development Dimensions International Inc. Pittsburgh PA.
Cenzo, D. A. D., & Robbins, S. P. (1998). Personnel. Human Resources Management. (3 ed.).
Chand, M. (2010). The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry. The International Journal of Human Resource Management, 21(4), 551-566.
Cherian, J. P., & Jacob, J. (2012). A Study of Green HR Practices and Its Effective Implementation in the Organization: A Review. International Journal of Business and Management, 7(21), 25-33.
Cohen, J. (1992). A power primer. Psychological Bulletin, 112, 155–159.
Demerouti, E. (2006). Job characteristics, flow, and performance: the moderating role of conscientiousness. Journal of occupational health psychology, 11(3), 266-280.
Deshpande, R., Farley, J. U., & Webster Jr, F. E. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. The Journal of Marketing, 23-37.
Dessler, G., Griffiths, J., & Lloyd-Walker, B. (2004). Human Resource Management, (2 ed.). N.S.W. : Prentice Hall
Erdil, O., & Gunsel, A. (2007). Relationship between human resource management practices, business strategy fit and firm performance. Journal of Global Strategic Management, 1(1), 97-107.
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable and Measurement Error: A Comment. Journal of Marketing Research, 18(1), 39–50.
Galang, M. C., & Osman, I. (2014). The Antecedents and Consequences of Strategic HRM in Malaysian and Philippine SMEs. Effective Human Resources Management in Small and Medium Enterprises: Global Perspectives, 1-25.
Goetz, N., & Wald, A. (2021). Employee Performance in Temporary Organizations: The Effects of Person?Environment Fit and Temporariness on Task Performance and Innovative Performance. European Management Review, 18(2), 25-41.
Gurbuz, S., & Mert, I. S. (2011). Impact of the strategic human resource management on organizational performance: evidence from Turkey. The International Journal of Human Resource Management, 22(8), 1803-1822.
Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2019). A primer on partial least squares structural equation modeling (PLS-SEM)? (2nd ed.). SAGE Publications.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Hoque, K. (1999). Human resource management and performance in the UK hotel industry. British Journal of Industrial Relations, 37(3), 419-443.
Jiang, K., Lepak, D. P., Han, K., Hong, Y., Kim, A., & Winkler, A.-L. (2012). Clarifying the construct of human resource systems: Relating human resource management to employee performance. Human Resource Management Review, 22(2), 73-85.
Kalla, H. K. (2005). Integrated internal communications: a multidisciplinary perspective. Corporate Communications: An International Journal, 10(4), 302-314.
Karyatun, S., Soelton, M., Arief, H., Saratian, E., Krisna, S., & Syah, T. (2022). Recognizing How the Organizational Communication and Distributive Justice Towards Organizational Citizenship Behavior in Interior Design Companies–Indonesia. The Seybold Report Journal, 17(10), 1910-1922.
Khan, M. T., Khan, N. A., & Ahmed, S. (2013). The Nature and Impact of Human Resource Management (HRM) Practices (A Review). International Journal of Information, Business and Management, Vol. 5, No.1, 2013, pp., 5(1), 123-138.
Khatri, N. (2000). Managing human resource for competitive advantage: a study of companies in Singapore. International Journal of Human Resource Management, 11(2), 336-365.
Kline, R. B. (2011). Principles and practice of structural equation modeling. New York, USA: Guilford Press.
Kloutsiniotis, P. V., & Mihail, D. M. (2020). The effects of high-performance work systems in employees’ service-oriented OCB. International Journal of Hospitality Management, 90, 102610.
Loo, L.-H., & Beh, L.-S. (2013). The Effectiveness of Strategic Human Resource Management Practices on Firm Performance in the Malaysian Insurance Industry. International Journal of Academic Research in Business & Social Sciences, 3(5), 703-714.
McGraw, P. (2011). Recruitment and Selection'. Australian Master Human Resource Guide, 217-234.
Moynihan, L. M., Gardner, T. M., Park, H. J., & Wright, P. M. (2001). HR practices and customer satisfaction: the mediating link of commitment. Center for Advanced Human Resource Studies, Cornell University, School of Industrial and Labor Relations, 1-14.
Nehmeh, R. (2009). What is organizational commitment, why should managers want it in their workforce and is there any cost effective way to secure it. Swiss Management Center (SMC) working paper retrieved at www. swissmc. ch( 05/2009).
Nishii, L. H., Lepak, D. P., & Schneider, B. (2008). Employee attributions of the “why” of HR practices: Their effects on employee attitudes and behaviors, and customer satisfaction. Personnel Psychology, 61(3), 503-545.
Phillips, J. J. (1996). Accountability in human resource management. Routledge.
Quirke, M. B. (2012). Making the connections: using internal communication to turn strategy into action. London: Gower Publishing.
Ridder, J. A. (2004). Organisational communication and supportive employees. Human Resource Management Journal, 14(3), 20-30.
Ringle, C. M., Wende, S., & Becker, J.-M. (2022). SmartPLS 4 “Oststeinbek: SmartPLS GmbH” (p. http://www.smartpls.co).
Salahat, M. A. (2014). The effect of recruitment, training and performance appraisal on the satisfaction of palestinians Insurance Customers: A proposed framework. International Journal of Management, IT and Engineering, 4(7), 361-380.
Salahat, M. A., Ajouz, M. A., & AlZeer, I. (2024). How Do Innovative Work Behavior and Organizational Citizenship Behavior Improve Employee Productivity? In Information and Communication Technology in Technical and Vocational Education and Training for Sustainable and Equal Opportunity: Education, Sustainability and Women Empowerment (pp. 201-212). Springer.
Salahat, M., & Abdul Majid, A. H. (2016). The effect of Career Planning and Recruitment and selection on Customer Satisfaction: Mediating role of Extra-role Performance; evidence from Palestine. Australian Journal of Basic and Applied Sciences, 10(16), 292-304.
Salahat, M., & Abdul Majid, A. H. (2017). Does in-role performance mediate the relationships between performance appraisal, internal communication and customer satisfaction. Journal of Research in Business, Economics and Management (JRBEM), 8(2), 1381-1393.
Sitopu, Y. B., Sitinjak, K. A., & Marpaung, F. K. (2021). The Influence of Motivation, Work Discipline, and Compensation on Employee Performance. Golden Ratio of Human Resource Management, 1(2), 72-83.
Slater, S. F., & Narver, J. C. (1995). Market orientation and the learning organization. The Journal of Marketing, 63-74.
Steven, A. B., Dong, Y., & Dresner, M. (2012). Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects. Transportation Research Part E: Logistics and Transportation Review, 48(4), 743-754.
Tan, C. L., & Tracey, M. (2007). Collaborative new product development environments: Implications for supply chain management. Journal of Supply Chain Management, 43(3), 2-15.'
Theriou, G. N., & Chatzoglou, P. D. (2009). Exploring the best HRM practices-performance relationship: an empirical approach. Journal of Workplace Learning, 21(8), 614-646.
Tremblay, M., Cloutier, J., Simard, G., Chênevert, D., & Vandenberghe, C. (2010). The role of HRM practices, procedural justice, organizational support and trust in organizational commitment and in-role and extra-role performance. The International Journal of Human Resource Management, 21(3), 405-433.
Tsaur, S.-H., & Lin, Y.-C. (2004). Promoting service quality in tourist hotels: the role of HRM practices and service behavior. Tourism management, 25(4), 471-481.
Tu, Q., Vonderembse, M. A., & Ragu-Nathan, T. (2001). The impact of time-based manufacturing practices on mass customization and value to customer. Journal of Operations Management, 19(2), 201-217.
Widarko, A., & Anwarodin, M. K. (2022). Work Motivation and Organizational Culture on Work Performance: Organizational Citizenship Behavior (OCB) as Mediating Variable. Golden Ratio of Human Resource Management, 2(2), 123-138.
Wright, E. W., Domagalski, T. A., & Collins, R. (2011). Improving employee selection with a revised resume format. Business Communication Quarterly, 74(3), 272-286.
Zhang, Q., Vonderembse, M. A., & Lim, J.-S. (2003). Manufacturing flexibility: defining and analyzing relationships among competence, capability, and customer satisfaction. Journal of Operations Management, 21(2), 173-191.
(Zeer, 2024)
Zeer, I. Al. (2024). Factors Affecting Customers Satisfaction: Mediating Role of Citizenship Behavior. International Journal of Academic Research in Business and Social Sciences, 14(4), 1622–1634.
Copyright: © 2024 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seenavc at: http://creativecommons.org/licences/by/4.0/legalcode