Information-Based Analysis of Service Quality Gaps–Managing Service Quality by Internal Marketing

2000 ◽  
Vol 21 (2) ◽  
pp. 105-124 ◽  
Author(s):  
Manfred Bruhn ◽  
Dominik Georgi
Keyword(s):  
Service Quality ◽  
Internal Marketing

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

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.

Internal marketing, service quality and perceived customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leigh De Bruin ◽  
Mornay Roberts-Lombard ◽  
Christine De Meyer-Heydenrych
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Marketing Mix ◽  
Internal Marketing ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Internal Process ◽  
Perceived Ability

Purpose This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established. Design/methodology/approach Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling. Findings The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks. Research limitations/implications This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking. Practical implications The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences. Originality/value The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.

scholarly journals Linking internal marketing with customer outcomes

2015 ◽  
Vol 33 (3) ◽  
pp. 394-413 ◽  
Author(s):  
Achilleas Boukis ◽  
Kostas Kaminakis ◽  
Anastasios Siampos ◽  
Ioannis Kostopoulos
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Organizational Identification ◽  
Marketing Research ◽  
Employee Motivation ◽  
Internal Marketing ◽  
Retail Banking ◽  
Content Type ◽  
Customer Perceptions ◽  
Positive Effects

Purpose – The purpose of this study is to explore how the adoption of an internal marketing (IM) programme in a retail banking setting enhances some positive employee behaviours that promote customer perceived service quality. Design/methodology/approach – A multilevel research design is adopted which draws evidence from branch managers, employees and customers in order to investigate whether branch manager’s adoption of an IM philosophy affects front-line employee responsiveness to the firm’s IM strategies and their levels of motivation, empowerment and organizational identification (OI), respectively. Findings – Results indicate that manager’s IM adoption can enhance employee adoption of IM and raises their levels of motivation, empowerment and OI. The moderating role of manager-employee dissimilarity is also discussed. Finally, findings confirm that employee motivation, empowerment and OI affect customer perceptions of service quality. Originality/value – This study provides an important shift by formally including IM into multilevel marketing research and establishes another link in the IM-organizational performance relationship, uncovering some behavioural routes through which the positive effects of IM can add to the achievement of firm’s external marketing objectives.

scholarly journals Internal Marketing as a Basic in Building Job Satisfaction and Service Quality in Non-Star Hotel in Denpasar

2021 ◽  
Vol 6 (2) ◽  
pp. 13-24
Author(s):  
I Gede Rihayana ◽  
Putu Pradiva Putra Salain ◽  
Putu Agus Eka Rismawan
Keyword(s):  
Job Satisfaction ◽  
Service Quality ◽  
Work Performance ◽  
Internal Marketing ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Lodging Services ◽  
Positive Effect

This study aims to analyze the phenomenon of competition in the field of providing hotel lodging services, where the growing development of tourism causes the growth rate of tourism accommodation such as hotels to also increase. This causes non-star hotels as one of the providers of hospitality services to also improve to face this competition by changing the system they have in order to still have an advantage over their competitors. In this study using respondents as many as 91 people with quantitative analysis and testing the research path test was carried out using the Partial Least Square (Smart PLS) 2.0 analysis tool. Based on the results of the research analysis, it was found that internal marketing had a significant positive effect on job satisfaction, job satisfaction had an insignificant positive effect on service quality, and internal marketing had a significant positive effect on service quality. The implementation of this research is to maintain and improve internal marketing by rewarding work performance, to increase job satisfaction by listening more to the suggestions given by employees, and to maintain and improve service quality by always giving personal/special attention to guests who stay and understand the special needs of staying guests. In addition, the results of this study also create a gap for further research, where the relationship between internal marketing and service quality has no significant positive effect.

scholarly journals A holistic view of the use of corporate culture conveyed by internal marketing for enhancing stability, sustainability and consistency in service quality

2016 ◽  
Vol 13 (3) ◽  
pp. 248-257 ◽  
Author(s):  
J.A.R. Botha
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Service ◽  
Corporate Culture ◽  
Jel Classification ◽  
Internal Marketing ◽  
Human Beings ◽  
Conceptual Approach ◽  
Holistic View ◽  
The Stability

While businesses worldwide are aiming increasingly on the sustainability in various business areas, customer service is by nature not consistent and stable, because it is delivered by human beings and, therefore, subject to their imperfections and influences on them. This can result in unstable, unsustainable and unpredictable service delivery. This article describes the corporate culture/service quality conceptualization as a basis for overcoming this by embedding and implementing the stability and sustainability of corporate culture to enhance the stability and sustainability of quality of service. This conceptual study demonstrates that a well-planned and maintained corporate culture, based on quality service delivery goals, is able to do exactly that under the initiative of the leadership. Although there are many articles referring to service quality, very few of them succeed in bringing sufficient aspects into account to be able to form a holistic image of enhancing stability, sustainability and consistency in service quality. Existing models and approaches were combined in a holistic conceptual approach. Keywords: service quality, corporate culture, stability, sustainability, customer perception, perceived quality, expectations, ACSI, internal marketing, relationship marketing, CSP, profit service chain. JEL Classification: L8, M14, M31, M30

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