Internal Service Quality and Employees’ Retention: An Empirical Study at  the Kuwait Finance House

Internal Service Quality and Employees’ Retention: An Empirical Study at the Kuwait Finance House

Ahmad Abdullatif Alshuraiaan Almutairi

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Al al-Bayt University

Internal Service Quality and Employees’ Retention: An Empirical Study at the Kuwait Finance House

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Abstract

With organizations racing towards achieving the largest market share and overcoming competitors, the human resource plays a pivotal role in enhancing the organization’s ability to achieve this goal through the talents employed and retained in the organization. The aim of this study is to investigate the impact of internal service quality on employee retention. The study population was represented by the employees in Kuwait Finance House, which is one of the most significant Islamic banks in Kuwait. The study sample was (612) employees, who formed a response rate (71.16%). Structural equation modeling (SEM) was used as a statistical method for data analysis and hypothesis testing. The results supported all hypotheses that indicated a positive impact of internal service quality and its dimensions on employee retention. Consequently, the study suggests that managers and leaders pay more attention to the psychological aspects of employees and provide an appropriate work environment that motivates them to stay in the organization.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

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Not applicable for this article.

How to Cite This Article

Ahmad Abdullatif Alshuraiaan Almutairi. 2021. \u201cInternal Service Quality and Employees’ Retention: An Empirical Study at the Kuwait Finance House\u201d. Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 21 (GJMBR Volume 21 Issue A11).

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GJMBR Volume 21 Issue A11

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-A Classification JEL Code: E24

Submission ReceivedSeptember 5, 2021
Peer Review Double Blind
Handling Editor
Accepted October 1, 2021
Published October 15, 2021

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November 13, 2021

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