Effects of CSR and Internal Service Quality on Internal Customer Satisfaction and Turnover Intention : Moderating Effects by Corporate Ethnical Education

2015 ◽  
Vol 19 (4) ◽  
pp. 1-20
Author(s):  
Changkeun Yoo ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Turnover Intention ◽  
Moderating Effects ◽  
Internal Customer ◽  
Internal Service Quality

Internal Service Quality: Insights from Healthcare Sector

2019 ◽  
Vol 21 (2) ◽  
pp. 294-312
Author(s):  
Shefali Srivastava ◽  
Gyan Prakash
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Work Environment ◽  
Structural Equation ◽  
High Performance ◽  
Service Providers ◽  
Healthcare Sector ◽  
Internal Customer ◽  
Internal Service Quality

This article aims to identify dimensions of internal service quality (ISQ) which can be operationalized to deliver healthcare services. This article conceptualizes and assesses the relationship among ISQ, internal customer satisfaction and organizational performance. A 41-item questionnaire has been circulated among the Indian healthcare service providers including doctors, nurses and system staff and 237 valid responses had been received. Structural equation modelling (SEM) has been used to assess the interrelationship among constructs. Results show that high performance work environment, professionalism and collaboration, accountability and commitment and knowledge and competence are the specific dimensions that affect the ISQ. Among these dimensions, high performance work environment comes out to be the most important. It is inferred that ISQ influences organizational performance with the mediating role of internal customer satisfaction. The article highlights the autopoietic nature of the system where knowledge dissemination becomes the most relevant prerequisite for delivering quality care.

scholarly journals Influence of Internal Marketing toward Internal Service Quality and impact to Internal Customer Satisfaction

2017 ◽  
Author(s):  
Jumadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internal Marketing ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Internal Quality ◽  
Quality Service ◽  
Internal Customer ◽  
Internal Service Quality

Internal marketing and internal quality service are the important aspect at the organization that can be increaseperformance organization and customer satisfaction. Aim to this research an investigate influence of internal marketingtoward internal service quality with impact to the internal customer satisfaction at Tourism Industry in Yogyakarta Special of Territory. The sample size was 420 respondent with propusive sampling use to determine the sample. The main instrument in this study is questionaire. The analysis used to examine the hypothesis of the study is Structural Equation Modeling using AMOS Version 20.0 Software. The result of the study show that: Internal marketing influence toward internal quality service. Internal marketing and internal quality service significanly influence toward internal costumer satisfation. Never theless, the internal quality service more significanly influence to the internal customer satisfaction than internal marketing. Therefore manager in tourism industry should be improve more the internal marketing than internal quality service.Keywords: Internal Marketing, Internal Quality Service, Internal Costumer Satisfaction, external customer satisfaction

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