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1 – 10 of over 113000There is a great need for empirical research to evaluate internal organizations’ (e.g. information system department, accounting department, and purchasing department) service…
Abstract
There is a great need for empirical research to evaluate internal organizations’ (e.g. information system department, accounting department, and purchasing department) service quality. In this study, a model to describe the interactions between internal organizations and the processes they serve is proposed. An empirical study is conducted based on the proposed model. It is observed that perceived quality‐oriented climate is one of the most important factors for determining the internal organization’s service quality. Problem resolution capability, keeping customers’ best interests in mind, and instilling customers’ confidence are also identified as among the determining variables for internal service quality.
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Syed Tehseen Jawaid, Aamir Hussain Siddiqui, Rabia Kanwal and Hareem Fatima
This study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance…
Abstract
Purpose
This study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility, responsiveness. Compliance has also been added as a determinant of customer satisfaction. In this study, customers are divided into two groups, internal customers are those who are an employee in the Islamic bank and also an account holder. While external customers are account holders only in Islamic banks of Pakistan.
Design/methodology/approach
In this study, a quantitative research approach is used for analyzing the behavior of internal and external customers of Islamic banks in Pakistan. The instrument which is used to analyze the study’s data, is a structured five-point Likert-scale questionnaire. The structural model was analyzed with the help of the partial least squares structural equation modeling approach.
Findings
This study concluded that internal customers of Islamic banking are well aware and have full information and their level of satisfaction is positive toward the bank’s services. While external customers feel satisfied while using the Islamic banking services in Pakistan. Service quality indicators are positively and significantly related to customer satisfaction in the external customer model. On the other hand, some of the indicators are not showing a significant impact on the internal customer multi-group analysis shows a difference of coefficients are insignificant between internal and external customers.
Practical implications
This study helps policymakers, to understand the behavior of internal and external customers of Islamic banking in Pakistan for creating favorable policies for an interest-free banking service.
Originality/value
This research study provides an analysis of the customer satisfaction of Islamic banks in Pakistan by dividing Islamic bank customers into two groups (internal and external customers). The purpose for dividing Islamic bank customers into two groups is that this study wants to highlight that external customer’s perception is the same as internal customers or not? Before this study, it is difficult to find single research on this topic, whereas only one study is find-out on the factors that affect internet banking adoption among internal and external customers.
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Hadi Akbarzade Khorshidi, Sanaz Nikfalazar and Indra Gunawan
The purpose of this paper is to implement statistical process control (SPC) in service quality using three-level SERVQUAL, quality function deployment (QFD) and internal measure…
Abstract
Purpose
The purpose of this paper is to implement statistical process control (SPC) in service quality using three-level SERVQUAL, quality function deployment (QFD) and internal measure.
Design/methodology/approach
The SERVQUAL questionnaire is developed according to internal services of train. Also, it is verified by reliability scale and factor analysis. QFD method is employed for translating SERVQUAL dimensions’ importance weights which are derived from Analytic Hierarchy Process into internal measures. Furthermore, the limits of the Zone of Tolerance are used to determine service quality specification limits based on normal distribution characteristics. Control charts and process capability indices are used to control service processes.
Findings
SPC is used for service quality through a structured framework. Also, an adapted SERVQUAL questionnaire is created for measuring quality of train’s internal services. In the case study, it is shown that reliability is the most important dimension in internal services of train for the passengers. Also, the service process is not capable to perform in acceptable level.
Research limitations/implications
The proposed algorithm is practically applied to control the quality of a train’s services. Internal measure is improved for continuous data collection and process monitoring. Also, it provides an opportunity to apply SPC on intangible attributes of the services. In the other word, SPC is used to control the qualitative specifications of the service processes which have been measured by SERVQUAL.
Originality/value
Since SPC is usually used for manufacturing processes, this paper develops a model to use SPC in services in presence of qualitative criteria. To reach this goal, this model combines SERVQUAL, QFD, normal probability distribution, control charts, and process capability. In addition, it is a novel research on internal services of train with regard to service quality evaluation and process control.
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Victoria Bellou and Andreas Andronikidis
The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this…
Abstract
Purpose
The 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/approach
Out 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.
Findings
The 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/implications
Since, 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 implications
Quality 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/value
The paper assesses the impact of internal service quality on customer service behaviour, focusing on the Greek banking sector.
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Leigh De Bruin, Mornay Roberts-Lombard and Christine De Meyer-Heydenrych
This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman…
Abstract
Purpose
This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established.
Design/methodology/approach
Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling.
Findings
The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks.
Research limitations/implications
This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking.
Practical implications
The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences.
Originality/value
The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.
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Gi‐Du Kang, Jeffrey Jame and Kostas Alexandris
Internal marketing is an important approach for fostering a service‐ and customer‐oriented culture in an organization. A critical component of internal marketing is the provision…
Abstract
Internal marketing is an important approach for fostering a service‐ and customer‐oriented culture in an organization. A critical component of internal marketing is the provision of internal service quality. While researchers have conducted studies of internal service quality, there has been no general agreement on the measurement of the concept. Work to date has attempted to use the SERVQUAL instrument as a tool for measuring internal service quality. Researchers have not, however, demonstrated that the instrument can be reasonably modified to measure internal service quality. The current study modified the SERVQUAL instrument for a service setting and empirically tested and confirmed that it is appropriate for measuring internal service quality. While previous research has not confirmed the validity and reliability of all five SERVQUAL dimensions in a service setting, the results of the current study confirmed that all five dimensions – reliability, assurance, tangibles, empathy, responsiveness – were distinct and conceptually clear.
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Paul J. Vella, John Gountas and Rhett Walker
Internal 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…
Abstract
Purpose
Internal 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/approach
Empirical 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.
Findings
The 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/implications
The research needs to be expanded by investigating simultaneously the viewpoints about service quality by managers and actual consumers.
Practical implications
Retail 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/value
The paper highlights the importance of five internal service success factors that influence service quality.
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Ziying Mo, Matthew Tingchi Liu and IpKin Anthony Wong
Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation…
Abstract
Purpose
Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation (IMO) on an organizational commitment by investigating the interactive effect between job (task) satisfaction and internal service quality in the field of hospitality and tourism.
Design/methodology/approach
This study examines the cross-level effects of internal service quality through a time-lagged field study with multilevel structural equation modeling analysis that involved 667 frontline employees from 40 casino hotels.
Findings
The results reveal the IMO has an indirect effect on affective and normative organizational commitments through the interaction of job (task) satisfaction with internal service quality, such that internal service quality compensates for relatively low levels of job (task) satisfaction. While no indirect effect is found on continuance organizational commitment.
Research limitations/implications
This study extends the service-profit chain by integrating self-determination theory and by investigating IMO’s indirect effects on commitment through the interaction between job (task) satisfaction and internal service quality.
Practical implications
The study provides practical solutions to the employee servicing and employee retention dilemmas faced by casino organizations.
Originality/value
This study advances the service-profit chain literature by proposing and theorizing an internal process of IMO, through the cross-level buffering effect of internal service quality on the relationship between job (task) satisfaction and organizational commitment. This study further presents the theoretical and managerial implications by understanding how employees’ perceptions and interpretations of IMO affect their commitment.
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Frederick A. Frost and Mukesh Kumar
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…
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.
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The ultimate goal of total quality programmes is customersatisfaction. In order to reach that goal, TQM applies the customerorientation maxim internally, assuming that it can be…
Abstract
The ultimate goal of total quality programmes is customer satisfaction. In order to reach that goal, TQM applies the customer orientation maxim internally, assuming that it can be applied without problems to internal services, too. Analyses the justification for this assumption. Argues that the concept of internal customer orientation only makes sense for workflow and audit/advice services, while evaluation/audit relationships do not comprise any kind of customer‐supplier relationship. It is shown that internal customer orientation does not arise automatically but results from management decisions which bring about an appropriate setting. Deals with the characteristics of workflow and non‐standardized support/ advice services and the consequences of these for the employment of customer‐oriented quality instruments. Points out that the strict realization of internal customer orientation can cause problems which prevent organizations from improving the quality of their products and services which are marketed externally.
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