Internal versus external service quality

What is it about?

The objective of the study is to evaluate the impact of internal service quality on the students’ perception quality and to test significance of direct link between internal and external service quality as the links in SPC. The findings empirically support the link between the internal and external service quality perceptions. Namely, we show that when employees (faculty) perceive university services as of high quality, that has a positive spill-over effects on students’ overall perceptions of university services quality. Internal service quality perception is also positively related with students’ perceptions of reliability, responsiveness and assurance quality dimensions. Internal service quality perception of faculty grouped in departments is positively related to quality perception of students. Matching the level of internal and external service quality will help managers define priorities for allocating resources for quality improvement.

Featured Image

Why is it important?

Our findings show that relationships between service employees and customers present key assumption for successful operations and performances. Here these relations are considering in the context of higher education. This area and higher education institutions today are faced with huge challenges caused by social and economic change. So they have to behave more as market players than in the past.

Perspectives