The Impact of Commercial Banks' Internal Service Quality on the Front-Line Employees' Service Performance: Based on the Perspective of Internal Marketing

2015 ◽  
Author(s):  
Yu Xuan ◽  
Wang Yunchen
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Internal Marketing ◽  
Service Performance ◽  
Front Line ◽  
Internal Service Quality ◽  
The Impact

The impact of internal marketing on the perception of service quality in retail banking: A Ghanaian case

2009 ◽  
Vol 13 (4) ◽  
pp. 317-329 ◽  
Author(s):  
Robert Ankomah Opoku ◽  
Nana Atuobi-Yiadom ◽  
Cathryn Serwaah Chong ◽  
Russell Abratt
Keyword(s):  
Service Quality ◽  
Internal Marketing ◽  
Retail Banking ◽  
The Impact

scholarly journals Effects of Internal Service Quality on Work Engagement: A Case Study of Hotel Soaltee Crowne Plaza

2020 ◽  
Vol 5 (2) ◽  
pp. 63-76
Author(s):  
Eveeta Shakya ◽  
Puja Tamang
Keyword(s):  
Service Quality ◽  
Work Engagement ◽  
Significant Relationship ◽  
Research Work ◽  
Independent Variables ◽  
Study Results ◽  
Internal Service Quality ◽  
Relationship Of ◽  
The Impact ◽  
Employee Work Engagement

This study examined the Service Quality (SERVQUAL) model with the Internal Service Quality (ISQ) dimensions such as tangibles, reliability, responsiveness, assurance and empathy that impact on employee work engagement. This research work was conducted in Hotel Soaltee Crowne Plaza (SCP), one of the 5-star deluxe hotels of Nepal. The study has adopted an inferential research design to meet the study objectives regarding the impact of independent variables on work engagement of SCP Hotel. A structured questionnaire was distributed to 126 sample respondents out of a total of 503 employees of SCP hotel. The study reveals a significant relationship of work engagement with empathy and not with rest of the independent variables. Based on the findings it is recommended that employees should be taken good care of, and employers should be well aware of the employees’ emotional level since empathy has shown a highly significant relationship with work engagement. Study results have scope of future reference whereby implementing SERVQUAL dimensions for employee work engagement and reduction in employee turnover and improved.

The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry

2013 ◽  
pp. 110-128
Author(s):  
Yudi Fernando ◽  
Norizan Mat Saad ◽  
Mahmod Sabri Haron ◽  
Suhaiza Zailani
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Airline Industry ◽  
Internal Marketing ◽  
Extensive Literature ◽  
Safety Research ◽  
Internal Service Quality ◽  
Supplier Relations ◽  
Insight Into

This paper examines the airline industry to develop a synergy model in internal and external suppliers for Asian airlines industry. An extensive literature review is conducted to present a synergy model to develop Asian airline competitiveness, safety and service quality. The literature review is highlighted to seek the relationships between internal marketing and internal service quality and identify whether the relation of supplier can moderate them. The review reveals that a synergy model based on internal marketing, internal service quality and supplier relations can overcome the Asian industrial phenomenon, especially in maintaining the service consistency and competitiveness. This model is needed for developing airline service and safety. Research in airline business is critical, as the quality of the airline service is declining in contrast with this industry’s growth. This paper provides insight into two important suppliers needed for the success of the airline industry.

Investigating determinants of competitiveness of the retail banking service in Vietnam: a customer approach

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Nguyen Dac Thanh ◽  
Luu Thi Thuy Duong ◽  
Nguyen Huu That ◽  
◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Distribution Channels ◽  
Retail Banking ◽  
Banking Services ◽  
Banking Service ◽  
Specific Factors ◽  
Big Cities ◽  
The Impact

This study is conducted to clarify the impact of the factors on the competitiveness of retail banking services in Vietnam’s commercial banks from the customer’s approach. The hypothesis in this paper is proposed that the competitiveness of retail banking services is related to the following factors: service quality, fees, distribution channels, promotion activities, and brand. The data is used from the survey conducted by 438 individual customers who have been using retail banking services in Vietnam’s big cities. This paper shows that the specific factors which are positively impact the competitiveness of retail banking services in Vietnam can be seen as prices (service fees), promotion activities, brand and distribution channels and service quality. The findings in this research could be an academic basis towards the improvement of the policies for retail banking services in Vietnam.

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