The Mediating Effect of the Organizational Commitment on the Association Between Employees’ Empowerment and the Quality of Municipal Services in Jordan

This study investigates the impact of employee empowerment on the quality of municipal services by testing the effect of organizational commitment as a possible mediator variable. A questionnaire was used to collect data from the study sample, which consisted of 304 employees who occupy managerial and supervisory positions in great municipalities in Jordan. The study revealed a positive, statistically significant effect of empowering employees to raise the quality of municipal services. According to the study’s findings, decision-making participation had the highest impact on service quality improvement, followed by training, motivation, and teamwork quality; delegation came in last. Moreover, results indicated that organizational commitment partially mediates the relationship between employee empowerment and the quality of municipal services.