Determinants of internal service quality and the relationship with internal customer satisfaction

Abstract

The study seeks to contribute to the knowledge relating to internal service quality by adapting an instrument to measure internal service quality within a functional unit based on the perceptions of internal employees (receivers of service). Whilst service quality and its antecedents have been widely researched through literature and addressed in scholarly academic platforms, research on internal service quality and the relationship with internal customer satisfaction has not been given the same amount of prominence. The survey method with a sample of 229 randomnly selected employees was used to collect data from different departments within a petro-chemical company. Factor analysis, correlations and regression analysis was used to analyse the data. The internal service quality dimensions comprise five dimensions namely, credibility, accessibility/tangibility, preparedness, reliability and competence. In terms of the regression analysis, the dimensions accessibility and tangibility, reliability and competence exerted the strongest influence on internal customer satisfaction. By focusing on internal customer service, providing value, and strategically marketing its service, an internal department can plan and test all aspects of their operational activities through the internal service quality dimensions. Key words: Internal service quality, service quality, internal services, internal marketing.