The Impact of Internal and External Service Quality (A Case Study among Lecturers and Students)

Evi Susanti,Hilmiana Sutisna,Ernie Tisnawati Sule

doi:10.5901/mjss.2015.v6n5s5p77

Abstract

Competition is becoming increasingly intense among private and public universities. Each university offers services to attract external customer, in this time we can call it; student. This study focuses on services in private universities have the same accreditation status. The purpose of this paper is to provide examination the impact of Internal Service Quality and External Service Quality. This research is provide examines services not only to students but also to the lecturers, who both need and get services. Lecturers are considered as internal customers and students as an external customers. This study uses SPSS 20.0 and test instruments have been carried out by using test reliability and validity and obtain results above 0.7 (Nunnally, 1978) and it considered valid is greater than 0.279 (Sugiama, 2008) then examine the relationship between variables using regression analysis. The findings of this study indicates Internal Service Quality has a positive significant and direct effect on External Service Quality. The papers show that educational service should focus on Internal Service Quality in order to improve External Service Quality. DOI: 10.5901/mjss.2015.v6n5s5p77

Highlights

Global competition level is very competitive because that business is facing unstable environment, economic condition uncertain and influence of fast changing technology, especially in the good and services industry
Companies that can survive in the global competition is how company considers human capital running the company operations to achieve company goals for the companies need to consider how to provide services that are really needed employees so that they can actively participate in achievement objectives
The first part, a questionare distributed to lecturer Five dimensions of ISQ are adopted from Jain, Sinha&Sahney, 2010 and the rule of education government

Summary

Introduction

Global competition level is very competitive because that business is facing unstable environment, economic condition uncertain and influence of fast changing technology, especially in the good and services industry. Challenging environment has fastest competition in the goods and services industry. Organization which can increase develop its strategy will get a champion in competition. The companies can be a winner in the competition if theycollaborate each other between the human capital and technological support that will execute strategy. Companies that can survive in the global competition is how company considers human capital running the company operations to achieve company goals for the companies need to consider how to provide services that are really needed employees so that they can actively participate in achievement objectives. Survival in competitive markets depends on how the company’s delivered the services to employees through exceptional customer support to other service units within an organization (Dhurup, 2012)

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