Internal Service Quality Research Articles

The Impact of Internal Service Quality on Organizational Innovation Examining the Mediating Role of Organizational Commitment: “An Empirical Study in the Foreign Banks in Jordan”

The purpose of this study is to explore the impact of internal service quality including its dimensions (tangible , Reliability, Empathy, Responsiveness, Assurance) on organizational innovation and the effect of organizational commitment as a mediating variable. The researchers adopted an analytical and descriptive approach to identify the concepts related to the topic of the study. In order to achieve this objectives of the research a questionnaire have been developed and distributed to a Random stratified sample consist of 230 employees in the foreign banks in Jordan. After distributing (230) questionnaires of the study sample, a total of (212) answered questionnaires were retrieved, of which (12) were invalid. Therefore, (200) answered questionnaires were valid for analysis. The results of the study indicate a positive relationship between the dimensions of internal quality of service (tangible / reliability / empathy) and organizational innovation. It also, the internal service quality has a positive impact on organizational commitment. In addition, the study showed that organizational commitment (as mediating variable) improves the relationship between internal service quality and organizational innovation. Based on the results of this study, the researchers recommend the following: Enhance the concept of quality of internal service for employees in foreign banks by improving the quality of offices and designing the workplace as well as enhancing confidence among employees which leads to improved innovation. Moreover, improve the organizational commitment in these banks.

Uncovering the service profit chain in the casino industry

PurposeThis paper, from a marketing and management perspective, aims to review the relevant literature germane to casino studies. The review discusses the major findings from previous studies, provides a critique and identifies research gaps for future studies. In particular, the research foci presented in this paper rest on the service profit chain (SPC) model. The review involves studies relating to the constructs of the chain model and comprises sections that are categorized based on the internal link between management and employees, interaction between casino service employees and customers and profitability link.Design/methodology/approachThe approach used in the current study involves a systematic review of the relevant academic literature with a focus on SPC studies in the casino industry, along with critical evaluation and analysis to identify research gaps. Google Scholar, EBSCOHost, Science Direct, Emerald and other academic databases were used to search relevant studies relating to casino and gambling research streams.FindingsThe review identifies several research gaps on the basis of the SPC link. Specifically, internal service quality needs more attention from both the practice and research points of view. Casino employee research should be extended to include personal traits and characteristics that may contribute to employee performance and loyalty. In the interaction between casino service providers and gamblers, more studies should be undertaken on the efficiency and effectiveness of marketing initiatives and promotions. Externally, the paper points out that more appropriate measurement of customer loyalty and casino profitability should be explored.Research limitations/implicationsThis review provides references to focusing on key competitive advantages and presents guidelines on improving business growth and profitability for casino managers. The paper also identifies research areas that future studies should attend to.Originality/valueThe paper is the first thorough literature review of gaming research on marketing and management with a focus on the SPC model. This review represents a new era of gaming research, extending the problem gambling research focus into a broader scope embracing other disciplines.

Exploring service climate and employee performance in multicultural service settings

PurposeThe purpose of this paper is to introduce a new conceptual model that incorporates internal service quality as a mediator between service climate and employee performance and two personal cultural orientations (independence and interdependence) as the moderators of these relationships.Design/methodology/approachAn online survey of 353 employees representing 19 different nationalities, working in 18 branches and offices of a multinational business-to-business (B2B) civil engineering services firm, spread across 14 countries.FindingsAll the hypotheses are supported. Specifically, internal service quality mediates the influence of service climate on employee performance and these relationships are stronger for employees with interdependent (vs independent) cultural orientations.Research limitations/implicationsThis paper uses data collected from the employees in a single B2B firm in one industry (Civil Engineering Services) and focuses on a few key variables, which may restrict the generalizability of its findings.Practical implicationsThe findings of this paper highlight the importance of cultural factors in building a service climate in multinational service organizations to help their employees work more effectively and efficiently with their colleagues from diverse cultural backgrounds.Originality/valueThis paper clarifies the relationships among service climate, internal service quality and employee performance, by showing that internal service quality mediates the influence of service climate on employee performance.

Internal versus external service quality: reflections of employees and customers in the mirror

Introduction: The purpose of this study to investigate internal service quality (as perceived by employees) and external (customer) perceptions of quality in the context of service profit chain (SPC).Objective: The objective of the study is to evaluate the impact of internal service quality on students’ perceptions of quality and to test the significance of a direct link between internal and external service quality.Methods: We measured the perceived service quality using a SERVPERF instrument and the multilevel modeling approach with HLM 7.01.Results: The empirical findings support a link between perceptions of internal and external service quality. We show that when employees (faculty) perceive university services as being of high quality, it has a positive spill-over effect on students’ overallperceptions of the quality of university services. Perceptions of internal service quality are also positively related to students’ perceptions of reliability, responsiveness and quality assurance.Conclusions: The perceptions of internal service quality by faculty members are positively related to students’ perceptions of quality. Comparing the levels of internal and external service quality will help managers define priorities for allocating resources to improve quality.

시큐리티 종사자의 내부 서비스품질 인식 요인의 중요도 분석

시큐리티 종사자의 내부 서비스품질 인식 요인의 중요도 분석

The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework

The service–profit chain (SPC) has served as a prominent guidepost for service managers and researchers alike. This meta-analysis provides the first comprehensive test of the SPC, showing that all the proposed links are statistically significant and substantial. However, the effect sizes vary considerably, partly according to the type of service provided. Meta-analytic structural equation models show that internal service quality translates into service performance through various mechanisms beyond employee satisfaction, and they highlight the importance of the service encounter and customer relationship characteristics for customer responses. The findings not only indicate the need to integrate complementary paths in the SPC framework but also challenge the implicit SPC rationale that firms should always maximize employee satisfaction and external service quality to optimize firm performance.

Understanding the relationships among internal marketing practices, job satisfaction, service quality and customer satisfaction: an empirical investigation of Saudi Arabia’s service employees

The objective of this study is to develop and validate a conceptual model that integrates the relationships among internal marketing (IM) practices, employee satisfaction, service quality, and cust...

Are You Being Served? The Relationship between School Climate for Service and Teachers' Engagement, Satisfaction, and Intention to Leave: A Moderated Mediation Model

ABSTRACTThe notion of service has been receiving increasing attention in organizational psychology literature in recent years, due to the client-oriented managerial movement. Yet, little to no attention has been paid to the service notion in educational psychology despite its high relevance to educational settings, given the pressure to be more service-oriented and possess a client-focused state of mind. The present study explores the notion of service in school domains by examining the joint effects of climate for service and the internal service in schools on teachers' work attitudes: work engagement, job satisfaction, and intention to leave their work. The notion of climate for service emphasizes the school's attitude of teachers as service providers to its clients (students and their parents); internal climate emphasizes the school's attitude of providing service to its teaching staff. The study was conducted via a sample of 423 teachers from 30 different schools in Israel. We hypothesized that the indirect relationship between the climate for service and teachers' job satisfaction and intention to leave work would be mediated by teacher work engagement. Our findings supported this hypothesis. Moreover, this indirect relationship via teacher work engagement was demonstrated most strongly when the internal service quality received was high, providing teachers with the capability to deliver what the service climate motivates them to do. Therefore, service-oriented resources—both climate for service and internal service—may be crucial in affecting teachers work attitudes and should be specifically targeted by principals and other educational decision makers.

Impact of total quality services on financial performance: role of service profit chain

Total quality service (TQS) has a great potential to address quality problems in a wide range of industries and improve organisational performance. The principles of total service quality allow the effective management of service organisations [Ooi, K. B., Cheah, W. C., Lin, B., & Teh, P. L. (2012). Total quality management practices and knowledge sharing: An empirical study of Malaysia’s manufacturing organisations. Asia Pacific Journal of Management, 29(1), 59–78] and are one of the most important factors in attaining business excellence [Dahlgaard-Park, S. M. (2011). The quality movement: Where are you going? Total Quality Management, 22(5), 493–516]. The purpose of the study is to examine the impact of TQSs on internal service quality (ISQ) and its impact on employee satisfaction. Further, the study examined the effect of employee satisfaction on external service quality (ESQ) through employee loyalty and employee commitment. In addition, the impact of ESQ on customer satisfaction and the effect of customer satisfaction on financial performance have also been examined. Data were collected from the automobile showrooms/service stations. A total of 85 executives, 380 employees and 289 customers were contacted from Jammu Province (J&K, North India). Exploratory factor analysis, confirmatory factor analysis and structural equation modelling techniques have been used to study the proposed relationships. The findings revealed a positive and significant impact on the direct and indirect structural relationship between TQS, ISQ, employee satisfaction, employee commitment, employee loyalty, ESQ, customer satisfaction and financial performance. Implications and limitations of the study have also been discussed.

Determinants of perceived internal service complexity

PurposeThis paper aims to explore the determinants of perceived internal service complexity in internal service encounters. In this context, the nature of internal service complexity is considered, to identify its promoting and limiting factors, as well as its non-linear effects on internal service quality.Design/methodology/approachTo acquire information on factors influencing internal service complexity, a broad literature review was conducted. Furthermore, to validate and verify these results, structural equation modeling’ was used in the context of a quantitative study with 705 internal customers.FindingsThe results revealed four promoting and seven limiting complexity determinants at organizational, interdepartmental and internal supplier-related levels. Moreover, the findings showed that an optimal, moderate level of internal service complexity maximizes internal service quality.Research limitations/implicationsAs the findings are restricted to this study, further research should be conducted with regard to different types of companies and internal customers. Furthermore, future research should take variability over time into account. Executing a longitudinal approach to internal service complexity might therefore be appropriate.Practical implicationsManagers should note that exclusively reducing internal service complexity is insufficient; rather, a hybrid strategy of lowering and controlling is indispensable for an optimization. Based on the identified complexity determinants, a three-step guidance to optimize internal service is proposed.Originality/valueDespite examining the construct complexity, previous research has neither analyzed internal service complexity nor studied its determinants. This paper provides an empirical model that analyzes inhibiting and promoting factors of internal service complexity as well as its non-linear effects on internal service quality.

A study on the effects of internal marketing and service quality on job satisfaction : Focusing on asiana airlines case

최근 항공업계는 저비용 항공사의 출현과 유가 및 환율의 급변동 등 외부환경의 변화에 따라 경쟁이 심화되고 있다. 이에 따라 판매 중심이었던 마케팅에서 고객 중심의 마케팅으로 전환되고 있으며, 특히 인적자원에 대한 의존도가 높은 항공사에서는 종사원을 내부고객으로 간주하고 이들의 중요성을 강조하고 있다. 따라서 선행연구들을 토대로 항공사의 내부마케팅에 따른 내부고객의 만족과 서비스 품질의 향상은 직무만족에 미치는 영향을 연구하여 인적자원 관리 및 개발에 공헌하고자 하였다. 이를 위하여 선행연구들을 토대로 연구모형을 설정하여, 아시아나항공의 객실승무원 266명을 대상으로 설문조사를 실시하였다. 본 연구의 결과는 첫째, 항공사 승무원의 내부마케팅에 대한 요인분석 결과를 보면, 선행연구를 통해 나타난 결과와 같이 경영층 지원, 내부커뮤니케이션, 교육훈련, 보상시스템, 권한위임 등의 5개 요인이, 서비스 품질에 대한 이론적 개념과 구성요인으로는 유형성, 확신성, 반응성, 신뢰성, 공감성 등의 5개 요인이, 그리고 직무만족에 대한 요인분석에서는 직무자체만족, 경제적 만족, 승진 기회, 감독, 동료관계 등의 5개 요인이 도출되었다. 둘째, 항공사의 내부마케팅은 객실승무원의 직무만족에 부분적으로 유의한 영향을 미치는 것으로 나타났다. 셋째, 항공사 객실승무원의 서비스 품질은 직무만족에 부분적으로 유의한 영향을 미치는 것으로 나타났다. 본 연구의 결과를 중심으로 도출된 시사점으로는 첫째, 항공사 내부마케팅 하위요인 중 교육훈련, 권한위임의 두 요인이 직무만족에 유의한 영향을 미치고 있다는 점에서 이 두 요인을 중점적으로 내부마케팅을 실시하는 것과 서비스 품질 하위요인 중 신뢰성과 공감성이 유의한 영향을 미친다는 점에서 이 요인들을 중점적으로 향상시키는 것이 객실승무원의 직무만족을 이끌어내는 데에 효과적이라는 중요한 이론적 자료를 제공하였다는 점이며, 둘째, 호텔이나 외식산업, 미용서비스업 등의 분야에서 내부마케팅과 서비스품질이 직무만족에 미치는 영향에 대한 연구는 여러 차례 이루어진 바 있으나, 항공사를 대상으로 내부마케팅과 서비스품질이 직무만족에 미치는 영향에 대한 연구는 이루어진 바 없으므로 연구에 의의가 있다고 할 수 있다.

A Study on the Influence of Internal Service Quality on Job Satisfaction in Medical Institutions

A Study on the Influence of Internal Service Quality on Job Satisfaction in Medical Institutions

Service climate in knowledge-intensive, internal service settings

Purpose This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and not view themselves as service providers because of the technical/professional nature of their work. Design/methodology/approach Two surveys were distributed in participating organizations. One survey, completed by employees in information technology (IT) service units, contains measures of service climate, climate antecedents and technical competence. The second survey, filled out by members of their corporate customer units, taps their evaluations of service quality. Findings Service climate in IT service units significantly predicted service evaluations by their respective customer units. Importantly, service climate was more predictive than IT service employees’ technical competency. Role ambiguity, empowerment and work facilitation were also found to be significant service climate antecedents. Research limitations/implications These results provided strong empirical evidence supporting an extension of the existing service climate research to KII service settings. To the extent that front-line service employees rely on internal support to deliver quality service to external customers, managers should work to enhance the service climate in internal support units, which ultimately improves external service quality. Originality/value This is the first study that establishes the robustness of the service climate construct in KII service settings. It makes service climate a useful managerial tool for improving both internal and external service quality.

Internal service quality as a driver of employee satisfaction, commitment and performance

PurposeThe purpose of this paper is to use “positive organizational behavior” and “transformative service research” paradigms to introduce “employee well-being” as a focal construct in the process by which internal service quality (ISQ) drives employee satisfaction, commitment and performance.Design/methodology/approachA field-survey using a structured questionnaire is employed to test all the hypotheses with 250 employees and their 25 supervisors in a manufacturing unit in Guangdong province of the People’s Republic of China.FindingsAll the eight hypotheses are supported. ISQ has a positive effect on employee satisfaction, commitment and employee well-being, which in turn positively influence employee performance. Employee well-being also positively moderates (strengthens) the effects of employee satisfaction and commitment on employee performance.Research limitations/implicationsThis paper uses data from a single factory in China and focuses on a few key constructs, which may restrict the generalizability of its findings. Moreover, no significant differences were found among the supervisor-workers units.Practical implicationsManagers in non-service industries should focus on improving ISQ and employee well-being in their organizations because both these constructs have significant direct and indirect effects on employee performance.Originality/valueThis paper extends past research on ISQ by showing that it affects employee performance via satisfaction and commitment, and that employee well-being moderates the effects of employee satisfaction and commitment on performance.

INTERNAL SERVICE QUALITY, ORGANIZATIONAL LEARNING CULTURE, AND JOB SATISFACTION PREDICT ORGANIZATIONAL COMMITMENT GROUND HANDLING WORKER PT. GAPURA ANGKASA IN PEKANBARU, RIAU, INDONESIA

ABSTRACT The study proposed a conceptual framework, which will show the interaction between internal service quality, organizational learning culture, and job satisfaction to organizational commitment, in the context of Ground Handling employees in PT.Gapura Angkasa, Regional Branch Pekanbaru, Riau, Indonesia. It is known that the internal service quality, organizational learning culture, and job satisfaction will predict organizational commitment. This study was descriptive and correlation method, data was collected from 118 employees. Total items used in this study 73 Questions to measure respondents’ perceptions about organizational learning culture, internal service quality, job satisfaction and organizational commitment. The study was found that there is strong interaction on internal service quality, organizational learning culture and job satisfaction between organizational commitment (r = 0615). The study also found that participants’ responses to the culture of organizational learning at the high category (32.20%) while the quality of internal services showed moderate category, tends to be high. These results have contributed to the research and theoretical implications of the development of human resources and organizational behavior. Meanwhile, many study behavior and public service organizations further develop studies on service quality external, internal comparison. Keywords Internal service quality, organizational learning culture, job satisfaction, commitment organization

The Influence of Human Resource Information System Implementation, Career Development, and Work Discipline on Service Quality: A Survey on Civil Servants in Medan, Indonesia

The aim of this research is to examine and find out the influence of HR information system implementation, career development and discipline partially on the internal service quality of Civil Apparatus or Aparatur Sipil Negara (ASN) in the city government of Medan, Indonesia and to test the influence of ASN Career Development and Discipline simultaneously on the internal service quality of ASN in the city government of Medan. The population in this research is all Aparatur Sipil Negara who work in Medan and the number of samples is determined based on International Journal of Economics, Commerce and Management, United Kingdom Licensed under Creative Common Page 143 the Slovin formula as many as 373 people and the samples are taken proportionally according to their agency or workplace. Data is collected through an interview, questionnaire, and documentation study; the variables are studied using 7-score likert scale. The questionnaire is tested first using validity test and reliability test as well as model fitness test; data is analyzed using structural equation modeling (SEM) using Analysis of Moment Structure (AMOS) software. The results of hypotheses test of this research are as follows: in partial, the implementation of HR information system, career development and discipline significantly influence the internal service quality of Aparatur Sipil Negara in the city government of Medan, while career development and discipline simultaneously significantly influence the internal service quality of Aparatur Sipil Negara in the city government of Medan.

Pengaruh Pemasaran Internal dan Kualitas Layanan Internal Terhadap Kepuasan Pelanggan Internal (Studi Pada Industri Kepariwisataan di Daerah Istimewa Yogyakarta)

<em>The aim of this research is to investigate the implication of internal marketing and internal service quality effectivity towards internal customer satisfaction in Tourism Industry in Yogyakarta Special Territory. This internal marketing studyinvolves variables of motivation and reward system, effective communication, effective employee's selection, effective recruitment, effective development, effective support system, and healthy work environment. While the internal quality service aspects that will be examined in this study are: tangible, emphaty, responsiveness, reliability and assurance, and then their influences on internal customer satisfaction would be analyzed.The sample size is 210 respondents,which is determined using purposive sampling method. The main instrument for data collection in this study is through questionnaire. The analysis tool used to examine the hypothesis of the study is Structural Equation Modeling using AMOS Version 20.0 Software. The result of the study shows that: Internal marketing and internal quality service significantly influence internal customers satisfation. However, the internal quality service influence the internal customers satisfaction more significantly. Therefore the managers in tourism industry should improve the internal marketing more than the internal quality service.</em>

The Influence of Organizational Innovation towards Internal Service Quality in MBKS

Internal service quality and organizational innovation are really important in satisfying the internal and external customers’ expectation and needs. Organizational innovation is actually one of the significant factors that can affect the internal service quality of the organization. This paper describes the development of Innovative Internal Service Quality (IISQ) Model in measuring the influence of organizational innovation (based on its three main determinants) towards internal service quality (reliability, responsiveness, tangibles, assurance and empathy) in MBKS while gender acts as the moderating factor. The paper examines three main determinants of organizational innovation (innovation leadership, managerial levers and business processes) which can affect the internal service quality of an organization as well as describes how those three determinants affect the internal service quality. It will help to provide future researchers with literature in studying the influence of organizational innovation towards internal service quality. This paper can contribute in developing an improved model for organizational innovation and internal service quality.

Influence of Internal Service Quality on Job Performance: A Case Study of Royal Police Department

This study aimed to examine the influence of internal service quality (ISQ) on job performance in the public sector. Data was collected from 250 police personnels in PDRM in Kuching using survey method with questionnaire as the main tool. The instrument used to measure internal service quality was assessed via Kang et al.’s (2002) 22-item uni-dimensional measure of internal service quality battery (ISQB). Job performance was measured using an instrument developed by Borman & Motowidlo (1993). Results of the instrument's Cronbach Alpha measurement showed that the score of reliability is above 0.70 which indicates an acceptable level. The results indicate that internal service quality is positively correlated with job performance. This study provides insights on the relationship between internal service quality and job performance in the public sector. The findings of this study may help the public sector to enhance its internal service quality and its effect on job performance. Limitations and recommendations are also discussed.

Information System Success Disparity between Developer and Users

Background/Objectives: The purpose of this study is validating success factor perception disparity among system developer and two different system users by updated D&M (DeLone and McLean) IS (Information System) success model which has been widely studied and applied to business field by many researchers. Methods/Statistical Analysis: This research utilizes D&M model to developers who has at least one year work experience as system user, BOS (Back Office System) users and FOS (Front Office System) users to clarify disparity of IS success quality factors. For three different group analysis MSEM (Multi-group Structural Equation Model) is applied to this research to clarify quality perception disparity among groups. Findings: Since the result from MSEM analysis with 'A bank' data which has strict union regulations leading developers have at least one year user experience at front office or back office, the findings are comparable to other IS success research results especially meta-analysis. According to meta-analysis result, user satisfaction to intention to use is strong while result of this research is not significant which is supposed to be happened changing intention to use to perceived user usefulness because of mandatory system it is. Results of MSEM show perception disparities not only between developer and users but also between FOS user and BOS user. Improvements: This research proposes to development department should invest more resources not to internal service quality but information quality for FOS user, and BOS user decide the system's usefulness by information quality.