Internal service quality – an empirical assessment

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.

Citation

Kuei, C. (1999), "Internal service quality – an empirical assessment", International Journal of Quality & Reliability Management, Vol. 16 No. 8, pp. 783-791. https://doi.org/10.1108/02656719910274290