An extension of internal service quality concept: lesson from the best low-cost carrier in the six regions of the world Online publication date: Sat, 16-Aug-2014
by Yudi Fernando; Norizan Mat Saad; Mahmod Sabri Haron
International Journal of Services and Operations Management (IJSOM), Vol. 11, No. 1, 2012
Abstract: The fundamental theory of internal service quality (ISQ) is measured based on a company's evaluation on the proper service delivery process. Existing concepts of ISQ is not sufficient in explaining the true nature and there is a need of rethinking to understand what and where ISQ is going currently. This study has two following objectives. First is to extend the concept and the model of ISQ. Second objective is to identify the dimensions of ISQ based on benchmarking study in low-cost carrier (LCC) industry. The extension concept of ISQ is done based on a systematic review of the existing literature. Besides, the present study also provides benchmarking results on top-two best LCC practices in the six regions of the world. The results of the study conclude that ISQ model creates awareness among employees about the importance of practicing excellence service at all times in an organisation.
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