Measuring internal service quality: the case of the Greek public higher education institutions

Abstract

Purpose

The purpose of this paper is to investigate the idea of internal service quality in public organizations. An attempt is made to determine the key elements that define the concept of internal service quality and to identify the factors that support the attainment of high levels of internal quality. Internal service quality refers to the quality of services offered between units and/or employees within an organization and achieving internal quality in public authorities can contribute to the sustainability of the public sector.

Design/methodology/approach

A survey was conducted among administrative staff of the publicly owned Greek Higher Education Institutions. The research instrument uses a three-level approach on internal service quality: individual, departmental and organizational. The model was tested using exploratory and confirmatory factor analysis.

Findings

Findings reveal a five-factor structure of internal service quality by adding the factors of interdepartmental quality and the human aspect of internal service provision. Analysis of the data suggests that internal service quality is dependent on the level of responsibility of the respondent’s job.

Research limitations/implications

There is evidence that the individual internal service quality factor needs to be enhanced with more items. In addition, in order to gain generalizable results, further research should be conducted in various types of public organizations.

Originality/value

This study examines a questionnaire that evaluates internal service quality and proposes a basic five-factor model for estimating this type of service quality. It also triggers the use of internal service quality theory within public sector organizations.

Citation

Skarpeta, K., Koemtzi, M. and Aidonis, D. (2020), "Measuring internal service quality: the case of the Greek public higher education institutions", The TQM Journal, Vol. 32 No. 2, pp. 268-287. https://doi.org/10.1108/TQM-02-2019-0061