The mediating effect of service quality and organizational commitment on the effect of management process alignment on higher education performance in Makassar, Indonesia

Abstract

Purpose

The purpose of this paper is to analyze the relationship between management process alignment, service quality, organizational commitment and high educational performance.

Design/methodology/approach

The population of this study was all higher education institutions which provide undergraduate program and operate in Makassar. This study included a total sample of 312 respondents.

Findings

There is significant effects of mediation variables of service quality (M1) and organizational commitment (M2) on the relationship between management process alignment (X) and high educational performance (Y) in Makassar, Indonesia.

Research limitations/implications

For this study, cross-sectional data are used considering only one point of time due to which it is harder to see developments. There is a diversity of the characteristics of respondents, especially in terms of age, education, and status, so there is a possibility of a different perception of the content of the questionnaire that affected the selected answer.

Originality/value

This study considered the significant effects of mediation variables of service quality (M1) and organizational commitment on the relationship between management process alignment (X) and high educational performance. Previously, no research has been undertaken to examine the relationship between the location of the study and higher education institutions in the context of Makassar, Indonesia.

Citation

Fernandes, S. and Adji Achmad Rinaldo, A.A.R. (2018), "The mediating effect of service quality and organizational commitment on the effect of management process alignment on higher education performance in Makassar, Indonesia", Journal of Organizational Change Management, Vol. 31 No. 2, pp. 410-425. https://doi.org/10.1108/JOCM-11-2016-0247