Internal service quality on job satisfaction: an analysis of its influence
DOI:
https://doi.org/10.32719/25506641.2024.15.3Keywords:
work management, perception of quality, employee satisfaction, manufacturing, internal customersAbstract
Internal service quality has been commonly evaluated in the area of external customers, especially in service industries. The need to understand internal customers has caused organizations to strengthen their internal service quality in such a manner that it affects work satisfaction. The objective is to analyze the incidence of quality of internal servi-ce on employee satisfaction at work in a manufacturing process. This study took place in a homogeneous sample with seven manufacturing companies in the city of Cuenca, Ecuador; as such, this study is related to a specific context. A Likert scale was used, including seven items, an adaptation of the SERVQUAL model in all of its dimensions, and a work satisfaction survey with a sample including 364 surveyed. The data analysis was performed using the SPSS program version 26 (demo). The results show a positive correlation and moderate associate degree between internal service quality and employee satisfaction. Additionally, the regression coefficient R2 showed validity in the statement that internal service quality has a positive impact on employee satisfaction.
Downloads
References
Abdullah, Muhammad Ibrahim, Dechun Huang, Muddassar Sarfraz, Larisa Ivascu y AmirRiaz. 2020. “Effects of Internal Service Quality on Nurses’ Job Satisfaction, Commitment and Performance: Mediating Role of Employee Well-being”. Nursing Open 8: 607-619. https://doi.org/10.1002/nop2.665.
Addis, Sisay, Akshay Dvivedi y Birhanu Beshah. 2018. “Determinants of Job Satisfaction in Ethiopia: Evidence from the Leather Industry”. African Journal of Economic and Management Studies 9 (4): 410-429. https://doi.org/10.1108/AJEMS-09-2017-0222.
Al-Ababneh, Mukhles M., Mousa A. Masadeh, Firas J. Al-Shakhsheer y Ma’moun A. Habiballah. 2018. “The Impact of Internal Service Quality on Job Satisfaction in The Hotel Industry”. Research in Hospitality Management 8 (1): 55-66. 10.1080/22243534.2018.1501182.
Back, Ki-Joon, Choong-Ki Lee y JeAnna Abbott. 2011. “Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment”. Cornell Hospitality Quarterly 52 (2): 111-124. https://doi.org/10.1177/1938965510370742.
Dhurup, Manilall. 2012. “Determinants of Internal Service Quality and the Relationship with Internal Customer Satisfaction”. African Journal of Business Management 6 (11): 4185-4195. https://doi.org/10.5897/AJBM11.2386.
Farner, Steve, Fred Luthans y Steven M. Sommer. 2001. “An Empirical Assessment of Internal Customer Service”. Managing Service Quality: An International Journal 11 (5): 350-358. https://doi.org/10.1108/09604520110404077.
Galindo, Héctor. 2020. Estadística para no estadísticos: una guía básica sobre la metodología cuantitativa de trabajos académicos. Madrid: 3Ciencias.
Gandhi, Surjit, Anish Sachdeva y Ajay Gupta. 2018. “Developing a Scale to Measure Employee Service Quality in Indian SMEs”. Management Science Letters 8: 455-474. https://doi.org/10.5267/j.msl.2018.3.005.
González, Manuel Jesús. 2012. Habilidades directivas. Madrid: Innovación y Cualificación.
Guerrero, María Auxiliadora, Richard John Parra y Mayda Flor Arce. 2018. “La satisfacción laboral y su efecto en la satisfacción del cliente, un análisis teórico”. INNOVA Research Journal 3 (8): 140-146. https://doi.org/10.33890/innova.v3.n8.2018.879.
Hallowell, Roger, Leonard A. Schlesinger y Jeffrey Zornitsky. 1996. “Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management”. Human Resource Planning 19 (2): 20-31.
Hidalgo-Rasmussen, Carlos Alejandro, y Fabiola González-Betanzos. 2019. “El tratamiento de la aquiescencia y la estructura factorial de la escala breve de resiliencia (BRS) en estudiantes universitarios mexicanos y chilenos”. Anales de Psicología 35 (1): 26-32. https://doi.org/10.6018/analesps.35.1.297781.
Instituto Nacional de Estadística y Geografía. 2010. Diseño conceptual para la generación de estadística básica. Ciudad de México: INEGI.
Kang, Gi-Du, Jeffrey Jame y Kostas Alexandris. 2002. “Measurement of Internal Service Quality: Application of the SERVQUAL Battery to Internal Service Quality”. Managing Service Quality: An International Journal 12 (5): 278-291. https://doi.org/10.1108/09604520210442065.
Leal, Eduardo. 2020. Propuesta de un modelo de responsabilidad social corporativa para empresas agropecuarias. Ciudad de México: Universidad Autónoma Chapingo.
Maharani, Safara Putri, Tantri Yanuar Rahmat Syah y Dimas Angga Negoro. 2020. “Internal Service Quality as a Driver of Employee Satisfaction, Commitment, and Turnover Intention Exploring over Focal Role of Employee Well-Being”. Journal of Multidisciplinary Academic 4 (3): 170-175.
Meier, Laurenz, y Paul Spector. 2015. “Job Satisfaction”. En Wiley Encyclopedia of Management, editado por Cary Cooper, 1-3. Nueva Jersey: Willey. https://doi.org/10.1002/9781118785317.weom050093.
Murad, Mohammad Moinul Islam, Nurul Mohammad Zayed y Abu Zafar Ahmed Mukul. 2013. “A Study on Job Satisfaction: Focus on Bankers of Bangladesh”. European Journal of Business and Management 5 (17): 14-20.
Murray, Jacqueline. 2013. “Likert Data: What to Use, Parametric or Non-Parametric?”. International Journal of Business and Social Science 4 (11): 258-264.
Navidi, William. 2006. Estadística para ingenieros. Madrid: McGraw-Hill Interamericana de España.
Osada, Jorge, Lupe Vidal y Franco León. 2014. “Comparación de variables estadísticas: clavando un tornillo”. Revista Médica de Chile 142 (8): 1080-1081. https://doi.org/10.4067/S0034-98872014000800019.
Osahon, Otabor Joseph, y Obahiagbon Kingsley. 2016. “Statistical Approach to the Link between Internal Service Quality and Employee Job Satisfaction: A Case Study”. American Journal of Applied Mathematics and Statistics 4 (6): 178-184. https://doi.org/10.12691/ajams-4-6-3.
Pantouvakis, Angelos, y Panagiotis Mpogiatzidis. 2013. “The Impact of Internal Service Quality and Learning Organization on Clinical Leaders’ Job Satisfaction in Hospital Care Services”. Leadership in Health Services 26 (1): 34-49. https://doi.org/10.1108/17511871311291714.
Pei, Xueliang, Tiantian Gao y Yezhuang Tian. 2011. “The Path of Internal Service in Manufacturing Enterprises Improving Business Performance Based on Employee Satisfaction” 2011 International Conference on Business Management and Electronic Information. 492-496. https://doi.org/10.1109/ICBMEI.2011.5917954.
Pérez-Ciordia, Ignacio, Francisco Guillén-Grima, Antonio Brugos e Inés Aguinaga Ontoso. 2013. “Satisfacción laboral y factores de mejora en profesionales de atención primaria”. Anales del Sistema Sanitario de Navarra 36 (2): 253-262.
Permatasari, Anggraeni, Cheryl Amadea, Grisna Anggadwita y Dini Turipanam. 2019. “An Integrated Human Resources Model in Manufacturing Companies: A Case of Indonesia”. IOP Conference Series: Materials Science and Engineering 505: 1-7. https://doi.org/10.1088/1757-899X/505/1/012029.
Pimentel, Jonald. 2010. “A Note on the Usage of Likert Scaling for Research Data Analysis”. USM R&D Journal 18 (2): 109-112.
Ravichandran, A., L. S. Rajan y G. B. S. Kumar. 2015. “A Study on Job Satisfaction of Employees of Manufacturing Industry in Puducherry, India”. International Journal of Innovative Research & Development (IJIRD) 4 (2): 344-349. https://n9.cl/knxdo.
Pimentel, Jonald. 2010. “A Note on the Usage of Likert Scaling for Research Data Analysis”. USM R&D Journal 18 (2): 109-112.
Ravichandran, A., L. S. Rajan y G. B. S. Kumar. 2015. “A Study on Job Satisfaction of Employees of Manufacturing Industry in Puducherry, India”. International Journal of Innovative Research & Development (IJIRD) 4 (2): 344-349. https://n9.cl/knxdo.
Sharma, Piyush, Titus Tak Chuen Kong y Russel P. J Kingshott. 2016. “Internal Service Quality as a Driver of Employee Satisfaction, Commitment and Performance”. Journal of Service Management 27 (5): 773-797. https://doi.org/10.1108/JOSM-10-2015-0294.
Spector, Paul. 1997. Job Satisfaction: Application, Assessment, Causes, and Consequences. Thousand Oaks: SAGE. https://n9.cl/fkx3e.
Umamaheswari, Jagannathan. 2014. “Exploring Internal Service Quality in a Manufacturing Organization-A Study in Lucus TVS, Chennai”. Procedia Economics and Finance 11: 710-725. https://doi.org/10.1016/S2212-5671(14)00235-4.
Vallejo, Olga Elena. 2010. Satisfacción laboral: utopía o realidad. Baranquilla: Corporación Universidad de la Costa. http://hdl.handle.net/11323/1081.
Vargas, Teresa, Verónica Vizzuett, Erika Amador, Luis Becerra y Eleazar Villegas. 2018. “La satisfacción laboral y su influencia en la productividad”. Teuken Bidikay. Revista Latinoamericana de Investigación en Organizaciones, Ambiente y Sociedad 9 (13): 129-153. https://doi.org/10.33571/teuken.v9n13a5.
Wicker, Don. 2011. Job Satisfaction: Fact or Fiction: Are You Satisfied with Your Job? Bloomington: AuthorHouse.
Xu, Jiuping, Gheorghe Duca, Syed Ejaz Ahmed, Fausto Pedro García Márquez y Asaf Hajiyev, eds. 2020. Proceedings of the Fourteenth International Conference on Management Science and Engineering Management: Volume 2. Lecture Notes on Data Engineering and Communications Technologies. Accedido enero de 2021. https://link.springer.com/book/10.1007/978-3-030-49889-4.
