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Abstract

This study evaluated the moderating effect of job satisfaction on the relationship between internal service quality and academic staff performance in chartered private universities in Burundi. The study adopted a post-positivism which is based on the philosophy which states that researchers should use the mixture of approaches and employed cross-sectional and correlational research design. The results indicate that there is no significant direct effect of infrastructure (β = -.113, p =.067), responsiveness (β =.081, p =.279), reliability (β = -.015, p =.873) and assurance (β = -.128, p =.119) as aspects of internal service quality on academic staff performance in Burundian Private Chartered Universities. Findings however show the job satisfaction aspects with significant positive direct effects on academic staff performance as Job commitment (β =.761, p =.000) and attitude (β = .435, p =.000). Additional results show efficiency as the only job satisfaction aspect that has got a statistically direct significant positive effect on the academic staff performance within private chartered universities in Burundi (β =.253, p =.000). In relation to the indirect effects, only responsiveness (β =.134, p =.012) and assurance (β =.125, p =.045) as internal service quality aspects had a statistically significant effect on job commitment as a job satisfaction aspect.  This result means that promoting responsiveness and assurance contributes to upward trend in job commitment and vice versa. Similarly, responsiveness (β =.600, p =.000) and assurance (β =.499, p =.000) as internal service quality aspects had a statistically significant effect on job involvement as a job satisfaction aspect. The results lastly indicate infrastructure (β =.250, p =.004) as internal service quality aspects had a statistically significant effect on efficiency as a job satisfaction aspect. This implies that promoting responsiveness and assurance contributes to upward trend in the job commitment and vice versa.

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