Internal Customer Satisfaction Research Articles

The Level of Internal Customer Satisfaction with the Android-based Laboratory Result Application in an Indonesian Tertiary Hospital

To perform its function of providing health services, the clinical laboratory faces several challenges, especially in the speediness and accuracy of result delivery. Some issues frequently arise during the execution. An approach to overcoming obstacles and improving service quality is to use online applications delivered via the Android system to distribute the laboratory results. This study assessed internal customer satisfaction with the use of this online application. This study employs a quantitative approach with a cross-sectional approach. The customer was given a questionnaire with 15 questions covering five aspects of service quality (tangibility, reliability, responsiveness, assurance and empathy). The questionnaire’s validity and reliability were evaluated, and the Cartesian diagram analysis was used to determine the service improvement strategy. The empathy dimension has the highest satisfaction figure, with an average of 95.39%, while the assurance dimension has the lowest, with an average of 84.62%. The majority of the quality subdimensions are found in quadrants II and III of the Cartesian diagram (five parameters each). Most subdimension quality is found in quadrant II, with as many as five subdimension quality, indicating a high level of importance and satisfaction.

IMPLEMENTASI SISTEM MUTU INTERNAL UNTUK MENINGKATKAN MUTU PENDIDIKAN DASAR

To implement state education goals, internal quality assurance is carried out in relation to national education standards. Internal quality is now applied not only to higher education, but also to primary and secondary education. We continue to ensure and lead educational quality assurance and compliance in primary and secondary school units. The aim of this research is to determine and describe the implementation of the internal quality system cycle. The techniques used in data collection are: Observation, interviews, documentary research. The results of the research show that the quality improvement steps implemented at Bawamai Pontianak Elementary School are in accordance with the SPMI cycle steps including: First, school self-evaluation based on education quality certificates; second, a plan to improve quality through the formation of a quality committee and analysis of the results of the Kermbali School self-evaluation; Implementation of quality improvement, fourth, evaluation of follow-up and results of quality improvement after quality improvement, and fifth, return to next year's quality plan. The results of implementing internal quality assurance influence a more innovative learning process, student and school performance, satisfaction and success of internal and external customers. Eight national education standards.

A-109 Application of Lean Manufacturing in Electrophoresis Test Processing in Order to Reduce Lead Time

Abstract Background There has been an increase on the demand for Protein Electrophoresis and Hemoglobin Electrophoresis exams over the past few years. This growth drew attention and motivated the laboratory’s Production Planning and Control (PPC) team to carry out a process flow analysis of the electrophoresis samples coming from the external units, which are responsible for approximately 60% of the total samples analyzed of these two exams. The study aimed to minimize waste throughout the process, optimize the use of resources, standardize continuous flows of activities, and reduce the Turnaround Time (TAT) of the samples in question, disseminating Lean culture and increasing the satisfaction of internal and external customers. Methods In order to reduce the TAT of electrophoresis exams from external units, the PPC team carried out on-site visits and revised the entire flow of processes related to these exams and others that could indirectly influence it, from collection and transport until the analyst’s signature and release of the result to the patient, mapping the entire flow covered by the samples and identifying possible important bottlenecks inherent to the activities, aiming at possible opportunities for improvement, through interviews, brainstorming, flowcharts and Design Thinking. Data such as the volume of monthly tests, percentage of external samples, TAT at the regional units, TAT at the Immunochemistry sector and total TAT were extracted from the laboratory’s automated data system and analyzed by the PPC team. With this, it was possible, through the Pareto analysis, to prioritize the obstacles to be overcome and focus on the main identified bottleneck, the amount of time for signing and releasing the reports, in addition to focusing on the random flow between the receiving and triage area and the processing technical area. Results Upon discovering that the greatest impact on processing time was located in the post-analytical phase of signing and releasing of the reports we suggested the capacitation of three extra analysts for the execution of the mapped action, the retraining of the technicians of the sectors responsible for the distribution of samples and supply of the machines and the standardization of a continuous flow between the areas, strengthening the Lean philosophy and the FIFO dynamics (First in—First out). Thus, we obtained a considerable decrease in the TAT of protein and hemoglobin electrophoresis, in which the total TAT of the operation was reduced by approximately 34% and the TAT referring to the time inside the Center of Technical Operations (CTO) by approximately 40%. Conclusion With the implementation of the above mentioned processes and the use of the Lean philosophy, the laboratory was able to considerably optimize the TAT of the Hemoglobin and Protein Electrophoresis exams, in addition to training employees to release results and enhance the standardization of receipt processes and distribution of these samples, with this, it was possible to optimize resources, increase the productivity of the sector, reduce the time of patient care and consequently maximize added value to the service.

The effect of reputation management on internal customer satisfaction: a research on municipal employees

Olumlu ve güçlü bir itibar kuruma; pazar hakimiyeti sağlamak, güvenilir olmak, kamuoyu üzerinde hakimiyet kurmak, finansal düzeyde iyi bir kazanç elde etmek gibi birçok faydayı beraberinde getirmektedir. Bu faydalara sahip olabilmek güçlü bir itibar oluşturmak kadar, itibarı korumak, itibar zedelendiğinde onarmak ve itibarı sürdürülebilir kılmaktan geçmektedir. İtibara yönelik bu oluşum ve devamlılık ise yalnızca dış çevreye yönelik uygulamalar ile değil, iç çevrenin değerli bir unsuru olan, kurumun birer ortağı, marka elçisi, iç girişimcisi, en önemli öz varlığı ve beşeri sermayesi konumundaki çalışan üzerindeki tutumu ile güçlü bir hale gelmektedir. Bireyler çalışacakları kurumu seçerken öncelikle alacakları ücreti dikkate alıyor gibi görünseler de yine de iyi bir itibara sahip kurumlarda çalışmak istemektedirler. Birbirlerini etkileyen iki unsur göz önünde bulundurularak, bu çalışmada kamuda itibar yönetiminin çalışan memnuniyetini nasıl etkilediğini tespit etmek amaçlanmıştır. Bu araştırma için “Dilovası Belediyesi” çalışanları tercih edilmiş ve veri toplama için yüz yüze anket yöntemi uygulanmıştır. 5’li likert ölçeği ile düzenlenen ankette İtibar Yönetimi ölçeğinin Çalışan Memnuniyeti ölçeğine olan etkisini sınamak için regresyon analizi yapılmıştır. Analizde İtibar Yönetimi ölçek faktörleri bağımsız değişkeninin Çalışan Memnuniyeti ölçeğine ait faktörden oluşan bağımlı değişkenler üzerinde etkisi olup olmadığı test edilmiş ve elde edilen sonuca göre kurulan 6 hipotezde yer alan bağımsız değişkenler üzerinde etkisi olduğu görülmüştür. 213 geçerli anket verilerine göre kamuda itibar yönetiminin çalışan memnuniyeti üzerinde etkisi olduğu sonucuna varılırken; kamuda itibar yönetimi değişkenlerinden en çok “çalışma ortamı”; buna karşın en az ise “duygusal çekicilik” boyutunun çalışan memnuniyeti üzerinde etkisinin olduğu görülmüştür.

Understanding the Role of Corporate Social Responsibility on Internal Customer Satisfaction for Sustainable Business Strategy; A Qualitative Research in the Aviation Industry

In industrial life, where competition is increasingly intense in the globalization process, the efforts of companies to gain an advantage differ. In the 21st century, where competition over economic output and growth and profitability alone does not make a difference, corporate social responsibility projects and strategies to compete by gaining social legitimacy comes to the fore. The inimitable aspect of Human Resources, which is the most valuable resource for a business, has led to the need for deep and different studies on the importance of internal customers. These early-recognizing businesses take measures to retain talented employees, making a difference in competition with internal resources. Social responsibilities, which are the responsibilities of organizations to their employees, their environment, and consumers, form the basis of competition and sustainable strategies today. Based on this basis, the research focusing on the role of corporate social responsibility projects on internal customer satisfaction in the aviation industry wants to reveal organization-based outputs. This qualitative research aims to open a social window to competitive advantage with corporate social responsibility strategies; It is concerned to create an important value to understand the role of the institutions that produce and manage sustainability projects that are sensitive to the environment and society. In this context, qualitative research was conducted with 24 middle and senior managers working at the management level of airline companies operating in Turkey. Within the scope of the research, 7 open-ended questions were asked. All collected data were analyzed using the Maxqda 20 program. Content analysis, which is one of the qualitative research methods, was used in the research and the connection relationship of the parts obtained as a result of the analysis was conveyed according to the direction of configuration.

Kasus Penerapan Konsep Balance Score-Card (BSC) pada SMK Negeri:

This study aims to analyze cases of State Vocational Schools that have implemented school management (MS) with the Balanced Score Card (BSC). This research was conducted at SMK Negeri 2 Amuntai. Data sources were obtained from: Educators, Education Staff, Students, and Student Parents, EDS Documents, and School Alumni Documents. The results showed that the overall performance of SMK Negeri 2 Amuntai was in the good category. The performance of the financial perspective obtains a good performance value, for 3E analysis, as a whole it does not meet the requirements only 2E, namely obtaining the title of very economical and efficient. For effectiveness, it has not met the requirements because it has received the title of less effective. External customer performance scores in the very good category. Internal customer satisfaction scores a pretty good category. While the performance of the internal business process perspective shows quite good performance. From the results of this study it is hoped that SMK Negeri 2 Amuntai (1) will improve performance in a perspective that is in the category of good enough to be good or very good, (2) the rating of school self-evaluation (EDS) should be increased so that it can obtain a rating above 2 maybe even it can reach a rating of 3. (3) school leaders should be more accommodating and creative in dealing with some educational staff who are dissatisfied with the situation and conditions that exist at SMK Negeri 2 Amuntai, so that performance is getting better.
 Keywords: Balance Score-Card, implementation, SMK

Influence of IT Literacy on Lecturer performance

One of the factors that influence the success of an organization's business is the management of information technology (IT) infrastructure that is run well, the Information Technology Literacy as a provider of IS/IT products and services must have the ability to do so. This research consists of two types of research, namely correlation research which will examine the relationship between internal customer satisfaction and seven independent variables. Results of correlation analysis showed that there was a significant effect positive between internal customer satisfaction with seven variable quality of the products and services of IS/IT (reject H 0 hypothesis 1) and there is significant influence positively the quality of the products and services of IS / IT to the perception of improved performance internal customers (reject H 0 in hypothesis 2). The average value of the satisfaction dependent variable is 3.326 and the dependent variable is the perception of increased internal customer performance: 3,430 which means that internal customers currently feel quite satisfied and feel a sufficient increase in their performance after receiving and using the IS/IT products and services provided. by the Information System Service Bureau at STT-PLN . The results of the Mann-Whitney analysis reject H 0 in hypothesis 3, in other words there are significant differences in the assessment of performance aspects between internal customers and IT personnel on the performance of the IT Literacy. Aspects that include: response to problems, development of IS and viruses.

Implementation of HR management functions: A quality-analysis

This study aims to analyze the practice of Human Resource (HR) management functions in Madrasah Aliyah Negeri (MAN) Yogyakarta III from a quality perspective. The research method used is descriptive qualitative through in-depth interviews, observation, and documentation. Data analysis uses the stages of reduction, presentation, and inference. The results showed that, at MAN Yogyakarta III, the institution's quality is quite influenced by implementing the Human Resource Management (HRM) function, which can be seen in the form of internal and external customer satisfaction. For internal customers, customer satisfaction can be seen from the increase in psychological development, such as opportunities for personnel to continue to learn and develop abilities, assist personnel in developing their talents and creativity as well as efforts to create an atmosphere and culture that can make personnel feel satisfied and comfortable. As for external customers, satisfaction increases physical and psychological development, such as achievement scholarship programs, coaching, parallel achievements, a conducive learning atmosphere, family relationships between teachers and students, good learning services, capacity building, and creativity.

Roadmap for the implementation of total quality management (TQM) in ISO 9001-certified construction companies: Evidence from Turkey

This paper aims to develop a roadmap for ISO 9001-certified construction companiesn to move towards effective Total Quality Management (TQM) implementation. Although ISO 9001-certified companies are more ready for TQM implementation, there is no roadmap developed for these companies to move towards TQM. Therefore, in this study, 8 main critical success factors (CSFs) and 24 sub-CSFs of effective TQM implementation were determined through a literature review and expert review meetings. Then, to reveal the application-level differences of these CSFs, a questionnaire survey was prepared and distributed to participants working at 75 Turkish construction companies. The 16 of 75 construction companies were selected among members of the Turkish Quality Association (Kalder). Finally, a total of 40 completed questionnaires were received and t -test analysis was performed on the survey data. The results revealed that the most significant differences observed between these companies are giving quality awareness education to employees, training of employees on how to use quality management methods and tools, quality data related to products provided by suppliers, and measurement of internal customer satisfaction. Consequently, a roadmap was proposed based on the revealed differences. With this roadmap, first, ISO-certified companies should provide quality awareness education to employees, train employees on how to use quality management methods and tools, collect quality data related to products provided by suppliers, and measure internal customer satisfaction to move towards TQM.

The relationship between internal marketing, service quality, price, image, and customer satisfaction : Focused on wedding hall

The objective of this study was to identify the relationship between internal marketing (external communication, internal communication, empowerment, educational training, and leadership); internal customer satisfaction; service quality (physical environment, process quality, and outcome quality); price fairness; image; and external customer satisfaction. It also investigated the indirect effect of internal marketing on service quality, image, and external customer satisfaction through internal customer satisfaction and service quality. The results of this study showed that external communication, internal communication, educational training, and leadership of internal marketing had positive impacts on internal customer satisfaction, but empowerment did not. Second, internal customer satisfaction had a positive impact on service quality. Third, service quality and price fairness had positive impacts on wedding hall image. Fourth, service quality, price fairness, and wedding hall image had positive impacts on external customer satisfaction. Fifth, the positive indirect effects of external communication, internal communication, educational training, and leadership on service quality, wedding hall image, and external customer satisfaction were significant. The positive indirect effects of internal customer satisfaction on wedding hall image and external customer satisfaction were also significant. The implications and limitations of the study are presented in the conclusion.

Addressing service profit chain with artificial and emotional intelligence

ABSTRACT In view of the prevalence of artificial intelligence (AI) – powered applications in service organizations, this paper draws on service profit chain theory and proposes these applications as a service product for employees (referred to as internal customers) and customers. The outcome of which is to examine the influence of AI service quality on internal and external customer loyalty. Customer satisfaction and engagement are modeled as mediators, whereas emotional intelligence (EI) is a moderator in AI – customer loyalty relationships. Two studies were undertaken with employees and customers in Australian-based hotels to examine these relationships. The results show that AI service quality is significantly related to internal and external customer satisfaction and engagement. Both internal and external customer engagement have significant effects on customer loyalty and play a significant mediation role in the service quality – customer loyalty relationship. EI has only a significant moderation effect on the relationship between AI service quality and customer engagement for internal and external customers. Discussion and implications of the research findings are provided for researchers and practitioners.

Comparison of Non-teaching and Teaching Hospitals in Iran as an Integrated Medical Education System and Health Services

Background: Hospitals, similar to other organizations, are complex social systems influenced by elements, such as staff, resources, and structures, that work to achieve specific goals. In terms of goals and missions, hospitals are divided into teaching and non-teaching categories. There are many differences in the nature and needs of these two types of hospitals that must be considered for proper operation by policymakers and managers. Objectives: The present study compared issues between non-teaching and teaching hospitals in Iran. Methods: A qualitative study was conducted using semi-structured interviews according to an interview guide with 40 Iranian hospital managers and policymakers selected through purposive sampling in 2021. Data were analyzed through thematic analysis with an inductive approach using the MAXQDA software (version 10). Results: According to the results, the main categories of differences between non-teaching and teaching hospitals in Iran were as follows: legal and social responsibility, cost-effectiveness and efficiency, supply of resources, empowerment of human capital, goals and missions, external and internal communications, revenue-cost management, organizational structure, customer satisfaction, organizational behavior, clinical and support departments, hospital processes, type and level of services, manpower, performance evaluation, and the organization of the teaching mission. Conclusion: Practical findings of this study include understanding the complexity and instability of command unity in teaching hospitals, understanding the differences in organizational hierarchy, developing a mechanism to cover costs for clients, increasing the legal and social responsibility of the management team, prioritizing organizational goals, coordinating policy demands with providing resources, funding the teaching mission, organizing multiple supervisory organizations, establishing transparent communication between hospitals and colleges, understanding the complexity of processes, considering the change of individual and group communication, changing the performance appraisal system, and paying for performance. It is suggested that policymakers consider these issues in providing the resources and facilities needed for hospitals based on their function.

Development of a management model of support services in biotechnology companies

Support services are very significant for the correct performance of key processes; in the case of the biotechnology industry, this type of services is not frequently analyzed in their excellence performance. The purpose of this work is to suggest a model for the development of Support Services Management, which highlights the impacts over the level of customer satisfaction with the logistics system of biotechnology companies in the specific conditions of Cuba; however it can be applied to other contexts. For this, the basic elements of the management and service models are clarified as a theoretical basis for this research. As a methodology, experimentation and case studies are chosen, including the development of a production support service in the biotechnology industry. The level of customer satisfaction and the costs incurred are determined; In addition, the influence of the level of integration of support services on the results of the model is taken into account. The document provides the results of the model and its application in the biotechnology industry in Cuba, through a procedure designed for its implementation. This research satisfies the identified need to improve internal customer satisfaction based on quality and timely delivery of resources. At the same time, the costs of the logistics system are reduced or maintained, because the main cost must be in the key services.

An analysis of the relationship among organizational justice, vocational belongingness and internal customer satisfaction of Turkish seafarers

An analysis of the relationship among organizational justice, vocational belongingness and internal customer satisfaction of Turkish seafarers

The learning organisation, service delivery quality and internal customer satisfaction in the mobile telecommunication industry

The learning organisation, service delivery quality and internal customer satisfaction in the mobile telecommunication industry

The learning organisation, service delivery quality and internal customer satisfaction in the mobile telecommunication industry

The general purpose of this study was to examine the mediation of service delivery quality on the relationship between learning organisations and customer satisfaction in the Ghana mobile telecommunication industry. Data were collected from 346 respondents and analysed using the partial least square-structural equation modelling technique. It was found that learning organisation has significant positive effect on customer satisfaction. Service delivery quality was also found to mediate the relationship between a learning organisation and customer satisfaction. As a result, it was recommended that management in the telecommunication industry must embrace the concept of a learning organisation in order to improve their service delivery quality, which in turn, will enable them to increase customer satisfaction and achieve competitive advantage.

Strategic Human Resource: Enhancing Performance With Six Sigma Approach

Human resource (HR) is the backbone of an organization and hence, there is need to build its underlying capabilities for effective service delivery. Six Sigma aims at improving the effectiveness of processes by collecting data and then using advanced statistical analysis tools to solve the problems. Six Sigma deployment in HR provides consistency in operations and leads to quality excellence by providing better services at lower costs. Six Sigma approach adds more science to the art of HR, which is used to measuring outcomes it can control, rather than those it can influence. Six Sigma deployment in HR transforms typical HR practices with a proactive approach and leads to better, faster and more cost-effective services; improve internal customer satisfaction and greater motivation and job satisfaction of employees. The research develops various framework for Six Sigma deployment in HR and provides case studies of successful Six Sigma deployment in various areas of HR.

Islamic banking and customer satisfaction in Pakistan: evidence from internal and external customers

PurposeThis study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility, responsiveness. Compliance has also been added as a determinant of customer satisfaction. In this study, customers are divided into two groups, internal customers are those who are an employee in the Islamic bank and also an account holder. While external customers are account holders only in Islamic banks of Pakistan.Design/methodology/approachIn this study, a quantitative research approach is used for analyzing the behavior of internal and external customers of Islamic banks in Pakistan. The instrument which is used to analyze the study’s data, is a structured five-point Likert-scale questionnaire. The structural model was analyzed with the help of the partial least squares structural equation modeling approach.FindingsThis study concluded that internal customers of Islamic banking are well aware and have full information and their level of satisfaction is positive toward the bank’s services. While external customers feel satisfied while using the Islamic banking services in Pakistan. Service quality indicators are positively and significantly related to customer satisfaction in the external customer model. On the other hand, some of the indicators are not showing a significant impact on the internal customer multi-group analysis shows a difference of coefficients are insignificant between internal and external customers.Practical implicationsThis study helps policymakers, to understand the behavior of internal and external customers of Islamic banking in Pakistan for creating favorable policies for an interest-free banking service.Originality/valueThis research study provides an analysis of the customer satisfaction of Islamic banks in Pakistan by dividing Islamic bank customers into two groups (internal and external customers). The purpose for dividing Islamic bank customers into two groups is that this study wants to highlight that external customer’s perception is the same as internal customers or not? Before this study, it is difficult to find single research on this topic, whereas only one study is find-out on the factors that affect internet banking adoption among internal and external customers.

Product development methodology: non-quality caused in production by mistakes in product development, its measurement and improvement integration in the product development process

A new quality focused product development (NPD) methodology, applying lean manufacturing principles and Industry 4.0 paradigms is described in this paper. This methodology has been tested in a tailor-made equipment manufacturer for the retail sector, where tight product development times are needed. This requires a high agility in the processes, meaning the overlap of phases, the integration of processes, cooperation, and automation of tasks. We have generated a system concept that collects all the manufacturing incidences related to NPD, integrated in workshops stations, creating a system that enables real time data capture and a valuable feedback loop to NPD processes. Its implementation showed an improvement over 10% in the quality of the NPD process in a period of 3 months, an increase of the productivity in both product development and manufacturing areas, and a boost of the internal customer satisfaction in manufacturing area with the product development area.

Participation Status of Charities in Iran’s Health System

Objective: This study aimed to reflect on the participation status of charities at different levels (i.e., prevention, treatment, and rehabilitation) of Iran’s health care system. Methods: This descriptive cross-sectional study was fulfilled in 2019 based on 40 charitable organizations involved in health care services delivery, which were randomly selected from the Iranian Charities Portal (ICP). Data were collected via a valid and reliable researcher-made questionnaire. SPSS software version 16.0 was used to analyze data. Results: Direct and indirect methods of service delivery were used in 63% of organizations. The most important sources of funding were associated with public donations. Furthermore, 94% of charities were evaluating the health care services with internal and external evaluation and customer satisfaction surveys. Conclusions: The charities could be a precious contribution to the health care system. To use this potential as a synergistic factor of the health system, adopting such strategies as creating sustainable funding sources and establishing more coordination between organizations are essential.