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Measuring internal customer satisfaction

G. Ronald Gilbert (G. Ronald Gilbert is at the Department of Management and International Business, Florida International University, Florida, USA.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 2000



Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team’s internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals representing 150 internal customer teams. When compared, the expected (self) ratings of the members of internal intact work teams were more positive than those ratings actually attributed to them by their internal customers. The findings reveal members of work teams tend to over estimate the effectiveness of their team’s performance when compared with the ratings the same teams receive from their internal customers. The measurement of internal customer satisfaction is a tool that can be a useful aid for managers of service quality and their work teams to help them more accurately measure the effectiveness of their units.



Gilbert, G.R. (2000), "Measuring internal customer satisfaction", Managing Service Quality: An International Journal, Vol. 10 No. 3, pp. 178-186.




Copyright © 2000, MCB UP Limited

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