Internal service quality significantly influences job satisfaction, impacting organisational performance in manufacturing companies
DOI:
https://doi.org/10.71068/pr70m487Keywords:
Internal service quality, Job satisfaction, Manufacturing firms, Correlation, Contingent rewardsAbstract
This study investigated the relationship between internal service quality (ISQ) and job satisfaction (LS) in manufacturing companies. It addressed the importance of maintaining a constant focus on CSI as a key factor in improving employees' LS in an industrial context. The main objective was to analyse the impact of CSI on the SL of employees in manufacturing companies, as well as to measure the perception of internal service quality and job satisfaction through a statistical evaluation analysis. The methodology employed was quantitative research with a correlational design. A sample of employees from manufacturing companies was used, and surveys were applied to collect the necessary data. The results showed a moderate evaluation of 0.426** between CSI and SL, indicating that internal service quality significantly influences job satisfaction. Furthermore, CSI contributed 18.1 % (β=0.426; p<0.05) to employees' job satisfaction. The findings suggest that CSI should be managed on an ongoing basis in companies, and it is recommended that factors such as contingent rewards and empathy, which could improve the perception of LS, be further explored. It is also suggested to investigate possible limitations of current job satisfaction models, especially in the manufacturing industry, where educational level could be a limiting factor.
References
Abdullah, Muhammad Ibrahim, Dechun Huang, Muddassar Sarfraz, Larisa Ivascu y Amir Riaz. (2020). “Effects of Internal Service Quality on Nurses’ Job Satisfaction, Commitment and Performance: Mediating Role of Employee Well-being”. Nursing Open 8: 607-619. https://doi.org/10.1002/nop2.665.
Addis, Sisay, Akshay Dvivedi y Birhanu Beshah. (2018). “Determinants of Job Satisfaction in Ethiopia: Evidence from the Leather Industry”. African Journal of Economic and Mana- gement Studies 9 (4): 410-429. https://doi.org/10.1108/AJEMS-09-2017-0222.
Al-Ababneh, Mukhles M., Mousa A. Masadeh, Firas J. Al-Shakhsheer y Ma’moun A. Habiba- llah. (2018). “The Impact of Internal Service Quality on Job Satisfaction in The Hotel Indus- try”. Research in Hospitality Management 8 (1): 55-66. 10.1080/22243534.2018.1501182.
Back, Ki-Joon, Choong-Ki Lee y JeAnna Abbott. (2011). “Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment”. Cornell Hospitality Quarterly 52 (2): 111-124. https://doi.org/10.1177/1938965510370742.
Dhurup, Manilall. (2012). “Determinants of Internal Service Quality and the Relationship with Internal Customer Satisfaction”. African Journal of Business Management 6 (11): 4185- 4195. https://doi.org/10.5897/AJBM11.2386.
Farner, Steve, Fred Luthans y Steven M. Sommer. (2001). “An Empirical Assessment of In- ternal Customer Service”. Managing Service Quality: An International Journal 11 (5): 350-358. https://doi.org/10.1108/09604520110404077.
Galindo, Héctor. (2020). Estadística para no estadísticos: una guía básica sobre la metodolo- gía cuantitativa de trabajos académicos. Madrid: 3Ciencias.
Gandhi, Surjit, Anish Sachdeva y Ajay Gupta. (2018). “Developing a Scale to Measure Emplo- yee Service Quality in Indian SMEs”. Management Science Letters 8: 455-474. https:// doi.org/10.5267/j.msl.2018.3.005.
González, Manuel Jesús. (2012). Habilidades directivas. Madrid: Innovación y Cualificación.
Guerrero, María Auxiliadora, Richard John Parra y Mayda Flor Arce. 2018. “La satisfacción laboral y su efecto en la satisfacción del cliente, un análisis teórico”. INNOVA Research Journal 3 (8): 140-146. https://doi.org/10.33890/innova.v3.n8.2018.879.
Hallowell, Roger, Leonard A. Schlesinger y Jeffrey Zornitsky. (1996). “Internal Service Quali- ty, Customer and Job Satisfaction: Linkages and Implications for Management”. Human Resource Planning 19 (2): 20-31.
Hidalgo-Rasmussen, Carlos Alejandro, y Fabiola González-Betanzos. (2019). “El tratamiento de la aquiescencia y la estructura factorial de la escala breve de resiliencia (BRS) en estu- diantes universitarios mexicanos y chilenos”. Anales de Psicología 35 (1): 26-32. https:// doi.org/10.6018/analesps.35.1.297781.
Instituto Nacional de Estadística y Geografía. (2010). Diseño conceptual para la generación de estadística básica. Ciudad de México: INEGI.
Kang, Gi-Du, Jeffrey Jame y Kostas Alexandris. (2002). “Measurement of Internal Ser- vice Quality: Application of the SERVQUAL Battery to Internal Service Quality”. Managing Service Quality: An International Journal 12 (5): 278-291. https://doi. org/10.1108/09604520210442065.
Leal, Eduardo. (2020). Propuesta de un modelo de responsabilidad social corporativa para empresas agropecuarias. Ciudad de México: Universidad Autónoma Chapingo.
Maharani, Safara Putri, Tantri Yanuar Rahmat Syah y Dimas Angga Negoro. (2020). “Internal Service Quality as a Driver of Employee Satisfaction, Commitment, and Turnover Inten- tion Exploring over Focal Role of Employee Well-Being”. Journal of Multidisciplinary Academic 4 (3): 170-175.
Meier, Laurenz, y Paul Spector. (2015). “Job Satisfaction”. En Wiley Encyclopedia of Management, editado por Cary Cooper, 1-3. Nueva Jersey: Willey. https://doi. org/10.1002/9781118785317.weom050093.
Murad, Mohammad Moinul Islam, Nurul Mohammad Zayed y Abu Zafar Ahmed Mukul. (2013). “A Study on Job Satisfaction: Focus on Bankers of Bangladesh”. European Journal of Business and Management 5 (17): 14-20.
Murray, Jacqueline. (2013). “Likert Data: What to Use, Parametric or Non-Parametric?”. Inter- national Journal of Business and Social Science 4 (11): 258-264.
Navidi, William. (2006). Estadística para ingenieros. Madrid: McGraw-Hill Interamericana de España.
Osada, Jorge, Lupe Vidal y Franco León. (2014). “Comparación de variables estadísticas: cla- vando un tornillo”. Revista Médica de Chile 142 (8): 1080-1081. https://doi.org/10.4067/ S0034-98872014000800019.
Osahon, Otabor Joseph, y Obahiagbon Kingsley. (2016). “Statistical Approach to the Link between Internal Service Quality and Employee Job Satisfaction: A Case Study”. American Journal of Applied Mathematics and Statistics 4 (6): 178-184. https://doi.org/10.12691/ajams-4-6-3.
Pantouvakis, Angelos, y Panagiotis Mpogiatzidis. (2013). “The Impact of Internal Ser- vice Quality and Learning Organization on Clinical Leaders’ Job Satisfaction in Hospital Care Services”. Leadership in Health Services 26 (1): 34-49. https://doi. org/10.1108/17511871311291714.
Pei, Xueliang, Tiantian Gao y Yezhuang Tian. (2011). “The Path of Internal Service in Manu- facturing Enterprises Improving Business Performance Based on Employee Satisfaction” 2011 International Conference on Business Management and Electronic Information. 492-496. https://doi.org/10.1109/ICBMEI.2011.5917954.
Pérez-Ciordia, Ignacio, Francisco Guillén-Grima, Antonio Brugos e Inés Aguinaga Ontoso. (2013). “Satisfacción laboral y factores de mejora en profesionales de atención primaria”. Anales del Sistema Sanitario de Navarra 36 (2): 253-262.
Permatasari, Anggraeni, Cheryl Amadea, Grisna Anggadwita y Dini Turipanam. (2019). “An Integrated Human Resources Model in Manufacturing Companies: A Case of Indone- sia”. IOP Conference Series: Materials Science and Engineering 505: 1-7. https://doi. org/10.1088/1757-899X/505/1/012029.
Pimentel, Jonald. (2010). “A Note on the Usage of Likert Scaling for Research Data Analysis”. USM R&D Journal 18 (2): 109-112.
Ravichandran, A., L. S. Rajan y G. B. S. Kumar. (2015). “A Study on Job Satisfaction of Em- ployees of Manufacturing Industry in Puducherry, India”. International Journal of Inno- vative Research & Development (IJIRD) 4 (2): 344-349. https://n9.cl/knxdo.
Sharma, Piyush, Titus Tak Chuen Kong y Russel P. J Kingshott. (2016). “Internal Service Qua- lity as a Driver of Employee Satisfaction, Commitment and Performance”. Journal of Service Management 27 (5): 773-797. https://doi.org/10.1108/JOSM-10-2015-0294.
Spector, Paul. (1997). Job Satisfaction: Application, Assessment, Causes, and Consequences. Thousand Oaks: SAGE. https://n9.cl/fkx3e.
Umamaheswari, Jagannathan. (2014). “Exploring Internal Service Quality in a Manufacturing Organization-A Study in Lucus TVS, Chennai”. Procedia Economics and Finance 11: 710-725. https://doi.org/10.1016/S2212-5671(14)00235-4.
Vallejo, Olga Elena. (2010). Satisfacción laboral: utopía o realidad. Baranquilla: Corporación Universidad de la Costa. http://hdl.handle.net/11323/1081.
Vargas, Teresa, Verónica Vizzuett, Erika Amador, Luis Becerra y Eleazar Villegas. (2018). “La satisfacción laboral y su influencia en la productividad”. Teuken Bidikay. Revista Lati- noamericana de Investigación en Organizaciones, Ambiente y Sociedad 9 (13): 129-153. https://doi.org/10.33571/teuken.v9n13a5.
Wicker, Don. (2011). Job Satisfaction: Fact or Fiction: Are You Satisfied with Your Job? Bloo- mington: AuthorHouse.
Xu, Jiuping, Gheorghe Duca, Syed Ejaz Ahmed, Fausto Pedro García Márquez y Asaf Haji- yev, eds. (2020). Proceedings of the Fourteenth International Conference on Management Science and Engineering Management: Volume 2. Lecture Notes on Data Engineering and Communications Technologies. Accedido enero de 2021. https://link.springer.com/ book/10.1007/978-3-030-49889-4.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Pedro Antonio Saltos García (Autor/a)
This work is licensed under a Creative Commons Attribution 4.0 International License.
