It is known that for service organizations, service quality improvement is an important activity as it helps to overcome pressure from competitors. Service quality is the quality as perceived by customers. Obviously, higher the level of service quality, higher the level of customer satisfaction. Therefore, it is for the organizations to look into the means of improving the level of the quality of service being provided to its customers. In this respect, it is observed that organizations need to have internal marketing practices that can influence the service providers to serve their customers with increased levels of interest and motivation. Hence, the purpose of this study is to investigate empirically the possible relationship between three important internal marketing practices and service quality. In this connection, three hypotheses are proposed and statistical tested using the survey data. (30 refs.)
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