The study seeks to contribute to the knowledge relating to internal service quality by adapting an\ninstrument to measure internal service quality within a functional unit based on the perceptions of\ninternal employees (receivers of service). Whilst service quality and its antecedents have been widely\nresearched through literature and addressed in scholarly academic platforms, research on internal\nservice quality and the relationship with internal customer satisfaction has not been given the same\namount of prominence. The survey method with a sample of 229 randomnly selected employees was\nused to collect data from different departments within a petro-chemical company. Factor analysis,\ncorrelations and regression analysis was used to analyse the data. The internal service quality\ndimensions comprise five dimensions namely, credibility, accessibility/tangibility, preparedness,\nreliability and competence. In terms of the regression analysis, the dimensions accessibility and\ntangibility, reliability and competence exerted the strongest influence on internal customer satisfaction.\nBy focusing on internal customer service, providing value, and strategically marketing its service, an\ninternal department can plan and test all aspects of their operational activities through the internal\nservice quality dimensions.
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