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INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation

Frederick A. Frost (Associate Professor, School of Marketing, Curtin University of Technology, Perth, Australia)
Mukesh Kumar (Singapore Airlines, Australia)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 September 2000

16054

Abstract

Explores the extent to which the construct service quality plays in an internal marketing setting. A conceptual model known as the “Internal Service Quality Model” was designed based on the original “GAP Model” developed by Parasuraman. The model evaluated the dimensions, and their relationships, that determine service quality among internal customers (front‐line staff) and internal suppliers (support staff) within a large service organisation, namely, Singapore Airlines. The dependent variable in this study was internal service quality (ISQ), while the independent variables were tangibility, reliability, responsiveness, assurance, and empathy. The results suggest that the perceptions and expectations of internal customers and internal suppliers play a major role in recognising the level of internal service quality perceived. The acceptance of the postulated hypotheses has confirmed the importance of the internal service quality construct, thus acknowledging the usefulness of the INTSERVQUAL instrument and the conceptualised Internal Service Quality Model proposed in this research study.

Keywords

Citation

Frost, F.A. and Kumar, M. (2000), "INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation", Journal of Services Marketing, Vol. 14 No. 5, pp. 358-377. https://doi.org/10.1108/08876040010340991

Publisher

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MCB UP Ltd

Copyright © 2000, MCB UP Limited

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