Internal Service Quality Research Articles

Optimising service quality translating via quantitative quality function deployment

This study aims to create a model to use internal measures for service quality evaluation. Using internal measures provides continuous (daily) service quality measurement and faster improvement efforts allocation, we find them more applicable and useful for service quality measurement. This paper demonstrates that using SERVQUAL lonely cannot be efficient, so we need some new improvements. This study proposes a model that can use internal measures for continuous and more effective evaluation. The quality function development method is used for translating customer expectation to internal measures. SERVQUAL dimensions or statements are employed as customer expectation that they are perceived by SERVQUAL questionnaire. Moreover, this paper tries to optimise this translation by a mixed integer linear programming mathematical model. This model can optimise the service quality translation to enrich the internal evaluation with customer opinions. Finally, the proposed model is employed for optimising the evaluation of the train’s internal service quality.

Service employees give as they get: Internal service as a moderator of the service climate–service outcomes link.

We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality received is high, providing front-line employees with the capability to deliver what the service climate motivates them to do. We studied 619 employees and 1,973 customers in 36 retail branches of a bank. We aggregated employee perceptions of the internal service quality received from corporate units and the local service climate and external customer perceptions of service quality to the branch level of analysis. Findings were consistent with the hypothesis that high-quality internal service is necessary for branch service climate to yield superior external customer service quality.

Measuring internal service quality: comparing the gap‐based and perceptions‐only approaches

PurposeThis paper aims to build upon the debate in the service quality literature regarding both the theoretical and practical effectiveness of expectations data in the measurement of internal service quality (ISQ). Gap‐based and perceptions‐only approaches to measuring ISQ are tested and their respective benefits and limitations evaluated.Design/methodology/approachThe internal service context used in this study is the provision of e‐procurement software, training, and user support in four organisations. The two approaches are evaluated in terms of reliability and validity, as well as pragmatic aspects of survey administration.FindingsThe various tests carried out indicate that both the gap‐measure and perceptions‐only measure are reliable and valid, the latter being the marginally higher performer. Both approaches were found to have benefits and limitations, and so the empirical study, combined with contributions from the literature, generates some understanding of the internal service context in which the two approaches might be appropriate.Research limitations/implicationsThe survey was based on an internal e‐procurement service; as such, the variables and dimensions selected to measure ISQ in this context inevitably limit the scope of the research.Practical implicationsFor operations managers, the paper clarifies the basis on which they might choose between the two approaches to ISQ measurement.Originality/valueThis study is the first to directly test and compare the relative merits of these two approaches to ISQ measurement. The paper also offers insights as to the operational contexts in which each approach might be appropriate.

Internal marketing: service quality in leisure services

PurposeIt has been accepted that enhancing the satisfaction of employees, especially customer‐contact employees is important as they can significantly and positively influence customers' satisfaction. In order to improve satisfaction of customer contact employees – caddies in Chinese golf clubs, this paper explores the internal service quality of caddy managers' encounters with caddies from a dyadic perspective (the view of caddy managers and of caddies).Design/methodology/approachA qualitative multiple‐case study methodology was adopted; using critical incident interviews to collect the data. In order to make sense of the data, narrative analysis is used to interpret favourable and unfavourable stories that are related by participants and why the storytellers told the stories in such a way.FindingsNine dimensions were found to construct the internal service quality of caddy mangers in internal service encounters between caddies and caddy managers. They are reliability, responsiveness, assurance, empathy, communication, consideration, fairness, recognition and flexibility.Practical implicationsThe outcome of this research can help the management team to better manage the internal service encounters between managers and caddies in order to improve caddies' satisfaction during service encounters. It can assist Chinese golf clubs in recruiting and training caddy managers.Originality/valueThis research extended the service quality framework to the Chinese golf industry. There have been no previous studies conducted in this sector.

A comparative analysis of the ports of Incheon and Shanghai: The cognitive service quality of ports, customer satisfaction, and post-behaviour

This study introduces three dimensions of port service quality in order to identify their effects on customer satisfaction, loyalty, and referral intentions. The findings of this study imply a shift in the factors of cognitive service quality for customer satisfaction – from traditional endogenous quality to exogenous and relational quality. Comparative examination of the ports by moderator variables of spatial patterns and customer scale shows that the improvement of relational quality and the strategic management of exogenous factors, such as hinterland and tree trade zones, were identified as pending tasks for the port of Incheon. For the port of Shanghai, customers are found, on a large scale, to be sensitive to the port service quality compared to customers on a smaller scale – which requires strategic investments to enhance both internal and external service quality for larger shipping companies.

Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment

This study examined the relationship between the following key variables: internal service quality, self-efficacy, job satisfaction, self-esteem, and organizational commitment. The study sought to identify ways to improve casino employees’ job satisfaction, further enhance employees’ organizational commitment, and possibly decrease job turnover intention. A total of 328 Korean casino dealers responded to a survey questionnaire developed to test the study model. Results showed that all internal service quality dimensions (i.e., training, communication, and perceived benefits) positively influenced job satisfaction, as did self-efficacy. Job satisfaction subsequently and concurrently influenced self-esteem and organizational commitment. Based on study findings, management can glean practical implications for enhancing the quality of effective communication strategies, career development programs, and empowerment.

The Impact of Service Quality Dimensions on Consumers Behavioural Intention in Rural Banking

Although numerous studies emphasize the importance of service quality in commercial banking, the study on rural consumer behaviour in services marketing has been inadequately captured by previous empirical research. The purpose of this paper is to examine the quality of services in rural banking and its impact on customer satisfaction and their behavioural intention. The study proposes a new model for assessing the impact of quality in rural banking on customer satisfaction and their behavioural intention based on SERVPERF scale. A comprehensive scale will be developed to measure the quality of services, customer satisfaction and behavioural intention. The study reveals that the important discriminant quality factors among lower income and higher income groups in rural banking are service quality and functional quality. The highly influencing quality dimensions on the customer satisfaction and behavioural intention are service quality and personnel quality. Hence the study underlines the importance of internal service quality (personnel quality) to deliver better service quality to their customers and makes them satisfied. On the basis of customers' satisfaction, the bankers can create positive behaviour intention among their customers.

Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction

Although it has been widely accepted that internal customer service quality leads to internal customer satisfaction and in turn external customer satisfaction, relatively little research has focused on the dimensions of internal customer service quality and their differing impacts on internal customer satisfaction. This empirical study identifies six key internal service quality dimensions as perceived by the purchasing department's internal customers: customer intimacy, team-based continuous improvement, communication, reliability/competence, requisition process and tangibles. In addition, this study reveals the following factors. First, customer intimacy is the most influential dimension to achieve both high internal customer service quality and satisfaction. Second, team-based continuous improvement and requisition process are the second and third most important dimensions of service quality but not significantly associated with internal customer satisfaction. Third, conversely, communication is the second most influential dimension for internal customer satisfaction but not with internal customer service quality. Finally, there is a significantly positive association between internal customer service quality and satisfaction. Managerial implications and recommendations are also presented.

The Effect of Internal Service Quality for Rehabilitation Counselor on Job Satisfaction

The Effect of Internal Service Quality for Rehabilitation Counselor on Job Satisfaction

Employee perspectives of service quality in the supermarket sector

PurposeInternal organisational aspects of service delivery from the employee's perspective have received some attention in the literature. However, there is a need for more detailed empirical research to explore the possible impacts of specific internal service factors (ISFs) on service quality. This paper seeks to consider the overall influence of customer‐employee interactions, and to discuss and test empirically the relative influence of five ISFs that interface with internal marketing strategies.Design/methodology/approachEmpirical data were collected from a sample (n=202) of supermarket employees across a large metropolitan city. The data analysis used bivariate correlations, stepwise regression, and structural equation modelling.FindingsThe main research findings, from the employee perceptions of service quality, suggest that there are three main predictor variables, namely, service orientation, service role flexibility, and non‐standardised scripted behaviour. The most important internal service quality predictor variable is employees' service orientation attitude, followed by non‐standardised scripted service behaviour and third by the organisational policy to adopt and change (flexible) service roles.Research limitations/implicationsThe research needs to be expanded by investigating simultaneously the viewpoints about service quality by managers and actual consumers.Practical implicationsRetail marketing managers need to be mindful that ISFs have the potential to indirectly influence consumer perceptions through employee behaviours and perceptions of customers' needs. The five ISFs identified in this research can serve as a basis for differentiating a service brand.Originality/valueThe paper highlights the importance of five internal service success factors that influence service quality.

Evaluation on internal service quality, employee satisfaction and behavior of the community health service in Beijing

All 220 employees from 97 community health services in Beijing were surveyed as to evaluating the internal service quality, employee satisfaction and work behavior.Both in internal service quality and employee satisfaction degrees, the community health service employees had a low scores as comparing with their salaries, benefits and workloads.And 28.2% employees had once the idea of resigning. Key words: Community health services; Questionnaires

The influences of organizational service climate on internal service quality, employees' satisfaction and their commitment to the organization

The influences of organizational service climate on internal service quality, employees' satisfaction and their commitment to the organization

The relationship between internal and external service quality

Purpose – The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality.Design/methodology/approach – The study focuses on the restaurant industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential analysis included factor analysis on individual waiter and customer data as well as canonical correlation analysis on a restaurant level.Findings – Factor analysis of external service quality revealed six factors including product, organizational image, safety and choice, empathy, reliability as well as responsiveness. Internal service quality factors, additional to those found in external service quality research, included professionalism and internet. Canonical correlation revealed that the internal service quality dimensions of safety, reliability and internet exert a direct positive influence on the external service quality dimensions of organization...

The Relationship between Internal Service Quality and Organizational Commitment

The Relationship between Internal Service Quality and Organizational Commitment

The impact of internal marketing on the perception of service quality in retail banking: A Ghanaian case

Although there is a large volume of literature on internal marketing, there is limited empirical evidence on its impact on the perception of service quality in developing nations. A literature review of internal marketing and service quality has been completed. A survey of 32 top managers, 100 employees and 200 external customers of a major bank in Ghana was undertaken to assess the impact of internal marketing on the perception of service quality. The results suggest that internal marketing can have an influence on service quality. Implications of the study are highlighted, limitations noted and directions for future research are outlined.

A gap model of purchasing's internal service quality: Concept, case study and internal survey

Traditionally, the monitoring of a purchasing department's performance is primarily focused on cost analysis and the evaluation of suppliers rather than on internal service aspects. Therefore, the main objective of this paper is to develop an instrument for the measurement of the internal service quality of purchasing departments. Based on the SERVQUAL and the general gap model of service quality, a specific gap model regarding purchasing's internal service quality was developed. Similar to previous research, both the perceptions of the actual service and the internal customers’ expectations of the service quality were included. In addition, the model contains a self-evaluation by contrasting the views (expectations and perceptions) of the internal customer with those of the purchaser. The application of this instrument in a large company demonstrates the general usefulness of this instrument. Statements of 145 internal customers and 36 purchasers were available for statistical analysis. The results of this analysis can be helpful in detecting weak points and sources of internal customers’ dissatisfaction.

How to improve service quality: Internal marketing as a determining factor

The purpose of this study was to investigate the relationship between three internal marketing practices and service quality. This research adopts a cross-sectional design to examine the relationship between internal marketing and service quality with structural equation modelling. The result of the research clearly shows that there are significant positive relationships between internal marketing practices and service quality. In particular, the results of the present research demonstrate that training programmes have a strong association with service quality. However, the relationship from performance incentives to service quality was not found. Consequently, to deliver excellence service to patients, a hospital must provide training programmes and establish a clear vision about service excellence to nurses.

The impact of internal service quality on customer service behaviour

PurposeThe increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial customer behaviour displayed, which is crucial for customers' perception of service quality. This effect was examined both for publicly and for privately held banks.Design/methodology/approachOut of 19 banks that operate in a major Greek city, 16 agreed to cooperate. The researchers personally administered 10 questionnaires to front‐line employees of every branch, on a random basis, and gathered 113 usable questionnaires. Responses were analysed using descriptive statistics, and regression analyses.FindingsThe findings indicate that employees are more likely to improve their general performance and are more cooperative when internal service quality exists. Despite the fact that employees in both sectors agree to the fact that reliability and access are critical for displaying role‐prescribed customer behaviour, there are significant difference with regards to cooperation and extra‐role customer behaviour.Research limitations/implicationsSince, the study took place in only one Greek city, increasing the sample base both in terms of the number of cities and respondents could provide safer generalizations of findings.Practical implicationsQuality circles, employee involvement and human resource management policies designed to stress internal service quality can enhance employees' willingness to serve customers, and in turn increase service quality provided to external customers.Originality/valueThe paper assesses the impact of internal service quality on customer service behaviour, focusing on the Greek banking sector.

골프장의 내부서비스품질과 직무만족 및 종업원 만족이 고객만족에 미치는 영향에 관한 연구

#service profit chain #internal service quality #job satisfaction #employee satisfaction #customer satisfaction

Examining the role of service climate in health care

PurposeUsing a modified version of the service profit chain, the purpose of this paper is to examine the mediating role of service climate (SC) by exploring predictors of SC (i.e. service training (ST), managerial practices (MP), physical design (PD), and job design ( JD), job satisfaction ( JS), and employee empowerment) on service quality (SQ), client satisfaction (CS) with service, and client empowerment (CE). The larger proposition being that certain structural variables, through their impact on SC have the potential to positively influence outcomes in health care.Design/methodology/approachRegistered nurses (N=180) from emergency departments across one province in Canada provided information about internal SQ (i.e. ST, MP, PD, and JD), JS, feelings of empowerment, and SC. Furthermore, these nurses provided information on external SQ, CS with service, and CE by responding to questions from the vantage point of the client. The data were analyzed using statistical package for the social sciences; structural equation modelling (SEM) was implemented using LISREL.FindingsSEM analyses showed that JS and empowerment only partially mediated the relationship between MP, PD, and JD and SC. In addition, SQ, CS with service, and CE were fully mediated by SC.Research limitations/implicationsA limitation of this study is that the researcher used only employee (nurses) data rather than employee and client data simultaneously in the research model. Future research should be done on the service profit chain theory to incorporate both viewpoints. In addition, research could be carried out in other service occupations and organizations to test the invariance of the research model.Practical implicationsThe results should lead health care managers to consider the importance of emphasizing internal SQ features that facilitate SC in health care.Originality/valueThis contribution of this research is apply the service profit chain framework in exploring the role of SC in health care. In addition, emphasize the importance of the PD of emergency department to creating a climate for service in health care.