© InternationalJournal.org Impact of HR Practices on Customer Satisfaction

This research examined organizational commitment as a mediator between HR practices and customer satisfaction of 3 job groups from 13 banking companies. This research by the authors was undertaken to explore the unknown and to introduce an important mediating factor ‘Group Commitment’. Interest in strategic human resource management (SHRM) has heightened as a result of a number of studies that found a relationship between HR systems variously labeled “high performance”, “commitment”, or “involvement ” models and firm financial performance. Both commitment level and consensus were predicted to influence customer satisfaction. Results found that commitment level mediated the relationship between HR practices and customer satisfaction. There is from the research a positive relationship between • HR practices and organizational commitment • Commitment and customer satisfaction ratings • HR practices and customer satisfaction. Intriguingly the influence of HR practices on customer satisfaction is mediated by organizational commitment. Therefore HR practices can positively enhance customer satisfaction by improvin