Quality management as a strategic tool to enhance the relationship between leaders’ behavior and lecturers’ job satisfaction

Abstract

In the last two decades, Higher Education institutions of developing countries have comprehended the importance of better quality services and leadership behavior.  Most higher education institutions have since then strived towards service quality management, in a bid to encourage job satisfaction among teachers. Studies in this area are however limited and service quality management as a mediating factor has not yet been explored. The objective of this paper therefore, was to determine the intervening role of service quality management in the relationship between leadership behavior and job satisfaction. The nature of this research study was quantitative and the population for this study was the lecturers of public universities in Punjab, Pakistan. In a survey, a total number of 396 public university lecturers were selected through stratified random sampling, and they served as the respondents to the questionnaires. Data was entered in sheets for analysis using smart PLS-SEM 3 (Partial Least Square). The findings of the study show that leaders’ behavior had significant effect on job satisfaction, whereas, service quality management has significant-mediating role on the relationship between leadership behavior and job satisfaction.