Mediating Role of Job Satisfaction Between Service Quality and Job Performance-A Case Study

In service-oriented organizations tools play a vital role to perform the tasks and to provide the sense of physical entity to its clients. That's why these tools are essential to serve customers. Tools may point towards the importance of employee resources and sometimes linked to the intrinsic aspects of motivation. Facilitation and availability of these tools to its internal customers (employees) by organizations are vital. This includes information and information systems (in educational context these may be books, library, office, libraries, required equipment, computers, and access to journals etc.). These tools have moderate relationship with JS. More focus on the quality and improvement of these tools may lead towards enhanced job satisfaction of employees and then their performance. This article focuses on the beneficial effects of Job satisfaction on job performance (JP) of faculty members (teaching staff) by presenting a framework containing components of Service quality (SQ) and job satisfaction (JS). In this study, the SQ instrument has updated by adding some items and one extra construct of attitude in existing scale. Focusing on SQ among employees is an imperative phase, because of which they perform better. The study carried out on faculty members working in institutions offering higher education, in Rangareddy district. Survey questionnaires personally distributed among faculty members in universities. Results indicated a significantly positive effect of SQ on JS and JP. Some suggestions are presented for management after reviewing the findings for this study. The effort also enhances the prevailing literature on SQ-JS-JP relationship holistically, and especially in the context of an education sector of developing country like India.