Internal Service Quality

Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by "reliability", "responsiveness", "empathy", "security", and "tangibles". Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

Work-from-home (WFH) scenarios implemented during and after the pandemic boosted the cyber-threats and unexpectedly transformed the business environment. Our study investigates the relationship between employees' information security awareness (ISA) and WFH determinants within Global Business Services centres (GBS). The purpose is to provide insights useful to nurture the workforce’s ISA in post-pandemic WFH approaches. We collected the data through a questionnaire sent to professionals from GBSs based in Romania. Using a partial least squares structural equation modelling analysis, we investigated the impact of Work Engagement and Internal Service Quality as ISA drivers. Deepening understanding beyond behaviour-based theories through such a construct is, to our knowledge, an original approach. Our results showed that Work Engagement components, Absorption and Dedication, influence ISA. The need for managers to acknowledge, as cybersecurity requirements, not only the IT infrastructure cyber-resilience, but also the employees ISA, was also stressed and argued.

Higher education institutions (HEIs) worldwide are increasingly being recognized as integral components of the service
industry. However, established models for assessing service quality, such as SERVQUAL and HiEduQual, have primarily
focused on foreign higher education systems. This study explored the unique context of a Philippine State University. It aims
to localize existing quality assurance mechanisms by developing a tool to evaluate service quality from the viewpoint of
undergraduate students. The results offer valuable insights into evolving service quality assessment practices within
Philippine state universities and colleges (SUC), serving as a template for refinement and adaptation in similar contexts.
708 undergraduate students answered the initial 52-item questionnaire. After initial data analysis, only 630 cases were
subjected to further analysis using Principal Component Analysis (PCA) and Confirmatory Factor Analysis (CFA). This
resulted in a seven-factor model comprising 31 indicators, exhibiting favorable model fit indices (RMSEA = 0.039,
CMIN/DF = 2.073, PCFA = 0.785, PNFI = 0.751, CFI = 0.951). These factors encompassed the following dimensions:
ease of doing business, leadership quality, teacher quality, knowledge services, activities, e-governance, and continuous
improvement. The findings demonstrated strong internal consistency and reliability across all scale factors. Convergent and
discriminant validity were also confirmed. It is recommended that SUCs consider adopting the localized tool in their
internal quality assessment procedures to complement existing service quality assessment mechanisms. As the tool is
specifically tailored to students’ perspectives as primary end users of SUC services, further research can focus on
integrating the results of the study to develop a multi-stakeholder internal quality assessment tool or framework to meet
evolving needs and expectations.

Keywords: higher education; service quality; tool development; quality assurance; state universities and colleges

Higher education institutions (HEIs) worldwide are increasingly being recognized as integral components of the service
industry. However, established models for assessing service quality, such as SERVQUAL and HiEduQual, have primarily
focused on foreign higher education systems. This study explored the unique context of a Philippine State University. It aims
to localize existing quality assurance mechanisms by developing a tool to evaluate service quality from the viewpoint of
undergraduate students. The results offer valuable insights into evolving service quality assessment practices within
Philippine state universities and colleges (SUC), serving as a template for refinement and adaptation in similar contexts.
708 undergraduate students answered the initial 52-item questionnaire. After initial data analysis, only 630 cases were
subjected to further analysis using Principal Component Analysis (PCA) and Confirmatory Factor Analysis (CFA). This
resulted in a seven-factor model comprising 31 indicators, exhibiting favorable model fit indices (RMSEA = 0.039,
CMIN/DF = 2.073, PCFA = 0.785, PNFI = 0.751, CFI = 0.951). These factors encompassed the following dimensions:
ease of doing business, leadership quality, teacher quality, knowledge services, activities, e-governance, and continuous
improvement. The findings demonstrated strong internal consistency and reliability across all scale factors. Convergent and
discriminant validity were also confirmed. It is recommended that SUCs consider adopting the localized tool in their
internal quality assessment procedures to complement existing service quality assessment mechanisms. As the tool is
specifically tailored to students’ perspectives as primary end users of SUC services, further research can focus on
integrating the results of the study to develop a multi-stakeholder internal quality assessment tool or framework to meet
evolving needs and expectations.
Keywords: higher education; service quality; tool development; quality assurance; state universities and colleges

who afforded me both the opportunity to carry out this study and provided me with financial assistance, training, tools, and time toward this study.  Dr Riaan Dirkse van Schalkwyk, who provided me with much guidance in the field of service quality, in particular, with regard to the use of SERVQUAL as a measuring instrument.  The participating bank and those frontline employees that willingly participated in this study, without whom this study would not have been possible.  My mother, Prof. Ruth de Villiers, for her unwavering support and advice relating to academic writing.  Dr Deon Van Zyl, who played a pivotal role in assisting me with the statistics.  Mrs Retha Burgher, for formatting and editing my dissertation, and additionally, for her encouragement and support.  Friends and colleagues who reached out with understanding, motivation and moral support amidst numerous pressures. iii DEDICATION To my Lord and Saviour, for meeting my needs along this journey.

The purpose of this research is to examine the impact of Internal Marketing (IM) on the Perceived Internal Service Quality (ISQ). Data was collected from 225 employees working in a Jordanian Pharmaceutical company. Our results indicated that that there is a positive relationship between Internal Marketing dimensions and perceived Internal Service Quality in varying magnitude. Further, our investigation showed that the dominant dimension of IM was found to be Recruitment with the stronger impact on all perceived internal service. Service providers are recommended to apply IM strategy in order to enhance perceived ISQ foster better external service quality.

Training and development is a critical process that seeks to improve the performance of workers in an organisation. Well-trained and highly developed employees are considered the cornerstones of organisational success. In order to form competent committees, employees' relevant expertise and intellectual capacity need to be improved. Moreover, the ineffectiveness of training and development of employees in an organisation reduces the organisation's productivity, as organisations depend on having people with the right skills, attitudes, and capabilities in order to reach goals effectively. Consequently, the purpose of the study was to establish the impact of training and development on employees' performance at Caleb University, Imota, Lagos. A purposive sampling technique was used by the researcher to gather responses from employees through a questionnaire. The study was limited to employees of Caleb University, Imota. Subsequently, the findings revealed that working conditions and a lack of resources affect the training and development of employees. It is recommended that certain areas be improved, namely, management support, the provision of feedback to employees, and the conduct of employee training on a continuous basis. The findings show that this would improve employee performance in the organisation. Information and data for this write-up were gathered through primary and secondary sources, which adopted a quantitative approach as well as descriptive and narrative methods. Previous works on this study were also consulted.

The intention of this research is to develop a measure by which non-financial service performance of Islamic banks can be analyzed. Research methodology comprises of qualitative and quantitative phase. Simple random sampling has been applied to select Islamic banks branches from Multan. In qualitative phase through purposive sampling 10 in depth interviewees were conducted from managerial employees with the help of interviewee guide and scale items were generated to explore non-financial service performance elements. A questionnaire was developed and self-administered questionnaire based survey was performed in quantitative phase. Out of 150 distributed questionnaire 111 complete responses were received and analyzed by applying exploratory and conformity factor analysis with the help of software Smart-PLS. Findings of the study suggests that key performance indicators of Islamic banks are non-financial in nature .Scale contained 40 items. Total 6 factors with Eigenvalues > 1 cont...

Apparel industry in Sri Lanka has recorded a consistent development advancing from the customary low-wage driven model into mind bogging worldwide recognized apparel hub in South Asia. Since quality holds a significant importance in the garment exports of developing countries, this research is a case based qualitative investigation to explore factors leading to quality failures in a medium-scale export oriented apparel manufacturing company located in the Colombo district of Sri Lanka. The study has employed thematic analysis to explore and analyze the inner experience of participants with regards to the quality aspects of garment manufacturing. Semi-structured interviews were used to collect data from ten employees through purposive sampling whom are directly responsible in the product line operations and for quality inspections. Findings suggest that the quality assurance, quality control and the operators' skill levels are vital in minimizing the quality failures in the selected company. Beside these, workers' absenteeism, machine problems and less awareness on quality standards contribute to quality failures. The findings further elaborate that the semiskilled or unskilled operators contribute to the internal quality failures of the selected apparel company. Findings of the study are beneficial to the practitioners of the apparel industry to enhance their understanding on factors which contribute to quality failures and would offer new insights on how to cater the customers with high quality apparel products.

Apparel industry in Sri Lanka has recorded a consistent development advancing from the customary low-wage driven model into mind bogging worldwide recognized apparel hub in South Asia. Since quality holds a significant importance in the garment exports of developing countries, this research is a case based qualitative investigation to explore factors leading to quality failures in a medium-scale export oriented apparel manufacturing company located in the Colombo district of Sri Lanka. The study has employed thematic analysis to explore and analyze the inner experience of participants with regards to the quality aspects of garment manufacturing. Semi-structured interviews were used to collect data from ten employees through purposive sampling whom are directly responsible in the product line operations and for quality inspections. Findings suggest that the quality assurance, quality control and the operators' skill levels are vital in minimizing the quality failures in the selected company. Beside these, workers' absenteeism, machine problems and less awareness on quality standards contribute to quality failures. The findings further elaborate that the semiskilled or unskilled operators contribute to the internal quality failures of the selected apparel company. Findings of the study are beneficial to the practitioners of the apparel industry to enhance their understanding on factors which contribute to quality failures and would offer new insights on how to cater the customers with high quality apparel products.

Bcom (Management), Msc Marketing A thesis submitted in fulfilment of the degree of Doctor of Philosophy School of Hospitality, Tourism and Marketing Faculty of Business and Law Victoria University June 2009 Declaration "I, Botshabelo Kealesitse, declare that the PhD thesis entitled The impact of performance-based reward system (PBRS) on customers' perceived service outcomes, is no more than 100 000 words in length including quotes and exclusive of tables, figures, appendices, bibliography, references and footnotes. This thesis contains no material that has been submitted previously, in whole or in part, for the award of any other academic degree or diploma. Except where otherwise indicated, this thesis is my own work".

who afforded me both the opportunity to carry out this study and provided me with financial assistance, training, tools, and time toward this study.  Dr Riaan Dirkse van Schalkwyk, who provided me with much guidance in the field of service quality, in particular, with regard to the use of SERVQUAL as a measuring instrument.  The participating bank and those frontline employees that willingly participated in this study, without whom this study would not have been possible.  My mother, Prof. Ruth de Villiers, for her unwavering support and advice relating to academic writing.  Dr Deon Van Zyl, who played a pivotal role in assisting me with the statistics.  Mrs Retha Burgher, for formatting and editing my dissertation, and additionally, for her encouragement and support.  Friends and colleagues who reached out with understanding, motivation and moral support amidst numerous pressures. iii DEDICATION To my Lord and Saviour, for meeting my needs along this journey.

Internal branding evolved from marketing to engage employees of any organization for strategic planning. However, there has been a lack of evidence on the internal branding's Return on Investment that has affected start-up managers. Therefore, this study aims to investigate the roles of internal branding as a marketing strategy of start-ups. Data were collected using a questionnaire from Egyptian start-ups. The proposed hypotheses were tested using PLS-SEM. The study addresses the roles of inter-functional coordination and internal branding to enhance the performance of a start-up brand. The findings show that start-up brands can be improved through internal branding. Similarly, internal branding programs are necessary to align and transform employee behavior.

Doctoral thesis / Disertacija 2019 Degree Grantor / Ustanova koja je dodijelila akademski / stručni stupanj: University of Rijeka, Faculty of Tourism and Hospitality Management / Sveučilište u Rijeci, Fakultet za menadžment u turizmu i ugostiteljstvu Permanent link / Trajna poveznica: https://urn.nsk.hr/urn:nbn:hr:191:895858 Rights / Prava: Attribution-ShareAlike 4.0 International Download date / Datum preuzimanja: 2020-09-28

Nowadays, the customer satisfaction is the major duties and responsibilities of organizations management. On the other hand, employees as the internal customers play a vital role in the organizations' achievement. So, organizations should try to determine their staff's needs to maintain, improve and enhance service quality and attract their satisfaction. In this regard, the present study has assessed the internal service quality (ISQ) of service units in Isfahan Steel Mill Company. To do so, by using the standard questionnaire of ...

Internal branding is a new marketing paradigm to gain effective brand strategy that has recently emerged in the academic literature of marketing. It is a brand spirit that brings together brand loyalty, management and employees to their mutual benefit to create and deliver a value-added product or service to employees, customers and stakeholders (Keller, 1993). Generally, studies on the role of internal branding in creating a competitive organisational culture by considering antecedents that enable internal branding and its consequences do not exist within the UAE context. This study aims to show the importance of internal branding, and to develop and test a conceptual model that integrates specific constructs as antecedents and consequences of internal branding, these are external customer orientation, internal customer orientation, interdepartmental connectedness, quality of internal services, external customer satisfaction, and job satisfaction. The study takes on a quantitative ...

This paper draws attention to the importance of employee satisfaction in the transportation and logistics service industry. For research purposes, Spector's job satisfaction survey was used, which observes nine facets of job satisfaction, helping us to outline the viable measures that could improve employee satisfaction in the selected company. The research indicates that the employees were satisfied with their supervision, co-workers and the nature of work. Indifference was expressed with respect to payment, rewards, benefits, working conditions and communication. Dissatisfaction was only identified in the field of promotion opportunities. The identified facets that trigger different feelings of satisfaction also serve to explain the possible consequences fort the effectiveness of the selected transportation and logistics service company and the whole industry sector as such.

The purpose of this research is to examine the impact of Internal Marketing (IM) on the Perceived Internal Service Quality (ISQ). Data was collected from 225 employees working in a Jordanian Pharmaceutical company. Our results indicated that that there is a positive relationship between Internal Marketing dimensions and perceived Internal Service Quality in varying magnitude. Further, our investigation showed that the dominant dimension of IM was found to be Recruitment with the stronger impact on all perceived internal service. Service providers are recommended to apply IM strategy in order to enhance perceived ISQ foster better external service quality.

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 productivity.

In a bid to verify the conception that internal service quality steers employee job satisfaction, this study examines the effect of internal service quality on employees’ job satisfaction. The Abubakar Gimba Libraray of Ibrahim Badamasi Babangida University, Lapai was purposively selected for the study; the entire staff of the library were surveyed. SERVPERF scale was adopted to measure internal service quality of the University library, while Herzberg’s job satisfaction scale was employed to evaluate job satisfaction of the University library staff. Measures of averages were used to measure the research explanatory variables, while linear regression was employed to test the hypothesis. Data were analyzed electronically using SPSS. The study found that, though the internal-service-quality of the University library as well as job-satisfaction of its staff were high, the internalservice-quality of the University library has no significant impact on the job satisfaction of library staff.

This study aims to provide information on the level of satisfaction of trainees Journal service quality training quality and the most influential factor in the region Ko3f gpertis III. Methods of data collection in this study using the registration documentation (questionnaires), interviews and observations. Data were analyzed using descriptive analysis techniques servqual quantitative analysis method and Cartesian diagrams using SPSS 17. Based on the research results can be obtained gap (the gap value) of tangible dimension, realibility, responsivness, empathy, and assurance sequentially ie -1.69, -2.12, - 2:09, -2.04, and -1.75. Based on the analysis Cartesian diagram attributes into three main priorities for repair ie friendliness, attention and courtesy of the staff committee and their instructors, clear information about the facility and rules for participants, classroom facilities to support teaching and learning activities.

This study aims to identify the impact of total quality management (TQM) dimensions on achieving competitive advantage at Five star hotels in Amman City the capital of Jordan from managerial perspective . In order to analyze the impact of total quality management (TQM) dimensions on achieving competitive advantage , the researchers selected certain independent variables (Adopting a customer-focused culture, Ongoing development , Focusing on the fulfillment of employees’ needs ,and focusing on meeting the administrative requirements) ,and one dependent variable which is achieving competitive advantage The researchers designed a questionnaire and was given out to 45directors and employees who work at the quality department of Jordanian five-star hotels. total distributed ones, were valid for the analytical descriptive study. Descriptive statistical analytical method was used for describing the phenomenon of the population using the SPSS to analyze the data collected from the questionn...

After 30 years war, as a country Sri Lanka has a great opportunity to develop tourism industry and there are lot of tourists visit to spend holidays in Sri Lanka from around the world. In tourism industry Hotels play a major role. Therefore the hotels should be provided excellent services quality for their customers. Services quality is considered substantial when it comes to define organizational success. The winning strategy is to deliver best services quality to customers. Today, need to improve services quality in Sri Lankan hotel industry have come under limelight due to stiff competition where hotels are trying to attain competitive advantage through the human factor. Excellent quality service not only results in a profit strategy but also it is energizing for employees to perform to their potential to meet challenges. By providing quality service, hotels can sustain customers‟ confidence and gain competitive advantages over their competitors. This study studies the relationsh...

Objective: This study identifies the customer loyalty towards hotel service quality in Ubon Ratchathani, Thailand, during the COVID-19 pandemic. Methodology: The research was analysed using a quantitative method from 400 hotel customers through a convenience sampling (online questionnaire survey) in Mueang District, Ubon Ratchathani, Thailand. The statistical analysis employed the multiple regression analysis (MRA) and Pearson correlation analysis. Findings: The study indicated that hotel service quality significantly impacted customer loyalty in the regression model. Individually, responsiveness, assurance and empathy were significant predictors of hotel customer loyalty, but tangibles and reliability had no significance. However, Pearson Correlation shows all dimensions of hotel service quality are significantly related to customer loyalty. The results reveal that empathy has the highest correlation with hotel customer loyalty, followed by assurance, responsiveness, tangibles and reliability, respectively. Implication: This study could assist hotel managers and other businesses in the hospitality industry to improve service quality to respond to customers' needs and expectations and increase customer loyalty. Besides, it may aid in understanding the customer loyalty towards service quality to develop effective marketing strategies.

Service quality plays an important role in improving competitiveness across tourism sectors. In this context, there is a need to gain a better understanding of service quality in the growing segment of ecotourism. This study aims to measure service quality perceptions of visitors of Croatian national parks and identify its key dimensions by using a modified ECOSERV model. Data were collected using a self-administered questionnaire. Descriptive statistics and exploratory factor analysis were used to analyse the data. Six dimensions that seem to best explain perceived service quality in national parks were identified. The results of the study could be relevant for both academics and management active in the area of ecotourism and national parks.

Service quality plays an important role in improving competitiveness across tourism sectors. In this context, there is a need to gain a better understanding of service quality in the growing segment of ecotourism. This study aims to measure service quality perceptions of visitors of Croatian national parks and identify its key dimensions by using a modified ECOSERV model. Data were collected using a self-administered questionnaire. Descriptive statistics and exploratory factor analysis were used to analyse the data. Six dimensions that seem to best explain perceived service quality in national parks were identified. The results of the study could be relevant for both academics and management active in the area of ecotourism and national parks.

Abstract: The purpose of this study is to establish the relationship between the effectiveness of the training programs and job performance as perceived by teachers in Malaysia. This study investigates the relationship between the level of effectiveness of training with ...

The study addresses the challenge of employee performance (EP) at the four-star hotels in Jordan by focusing on how hotel-related factors influencing EP. Multiple regression was used to predict EP and explain the impact of five predictors that are organization culture (OC), organization structure (OS), manager attitude (MA), empowerment (EM), and training culture (TC). A correlation was used to compare the relationship between study variables. The results of multiple regression indicated that EM was the strongest predictor of EP followed by MA, and TC, whereas OS and OC found to not influence the EP. Overall interrelations among the independent variables showed a positive strong relationship and positively related to EP. Based on the study findings, several recommendations are offered. Finally, the implications for management are discussed.

The study addresses the challenge of employee performance (EP) at the four-star hotels in Jordan by focusing on how hotel-related factors influencing EP. Multiple regression was used to predict EP and explain the impact of five predictors that are organization culture (OC), organization structure (OS), manager attitude (MA), empowerment (EM), and training culture (TC). A correlation was used to compare the relationship between study variables. The results of multiple regression indicated that EM was the strongest predictor of EP followed by MA, and TC, whereas OS and OC found to not influence the EP. Overall interrelations among the independent variables showed a positive strong relationship and positively related to EP. Based on the study findings, several recommendations are offered. Finally, the implications for management are discussed.

We investigated the relationship between salespersons’ internal service quality and turnover intention through the mediators of their job involvement and sales performance. To that end, we distributed surveys to salespersons in Korea and used structural equation modeling to examine the hypotheses. The results of this study were as follows: First, internal service quality had a significant and direct impact on salespersons’ job involvement and sales performance, and also their turnover intention. Second, job involvement mediated the relationship
between internal service quality and turnover intention. Third, internal
service quality had a significant indirect effect on sales performance
through the mediator of job involvement. Fourth, in a 2-stage
mediation model internal service quality had a significant indirect
relationship with turnover intention through the mediators of job
involvement and then sales performance. Theoretical and practical
implications are discussed for marketing management research.

The education services industry competes so that it demands universities to maintain quality. Universities must improve excellence to be able to compete with other universities. The purpose of this study is to identify efforts in realizing the implementation of excellent service, describes in general about student satisfaction through Servqual dimensions and to test empirically whether there is a difference in the level of student satisfaction by force. The method used is descriptive analysis covering 5 (five) Service Quality (ServQual) dimensions. The results of this study the average score of satisfaction score is 72.15. This indicates that new students feel satisfaction of 72% based on the five servqual dimensions. The Realibility dimension is the highest satisfaction aspect with an average score of 74.43. Tangible dimension is the lowest satisfaction aspect of the average score of 68.26. There are differences in student satisfaction based on servqual dimensions seen from the level. The 2017 class has a higher level of satisfaction compared to the 2016 class.

ABSTRAK Tujuan penelitian ini adalah menganalisis pengaruh kualitas pelayanan, budaya akademik dan kinerja dosen secara bersama-sama berpengaruh terhadap kepuasan mahasiswa. Penelitian ini dilaksanakan pada bulan Mei-Juli 2019 dan menggunakan data primer dan sekunder. Teknik pengumpulan data yaitu observasi dan wawancara. Populasi penelitian ini adalah semua mahasiswa program studi manajemen dan akuntansi semester VI (enam) Tahun Akademik 2018/2019 STIE Amkop. Sampel mahasiswa diambil secara proporsional dengan metode proportional random sampling. Pengolahan data dilakukan dengan menggunakan tabulasi dan persentase. Analisis yang digunakan adalah analisis regresi ganda. Hasil penelitian menunjukkan bahwa kualitas pelayanan, budaya akademik dan kinerja dosen secara bersama-sama berpengaruh nyata terhadap kepuasan mahasiswa. ABSTRACT The purpose of this study was to analyze the effect of service quality, academic culture and lecturer performance together to influence student satisfaction. This research was conducted in May-July 2019 and used primary and secondary data. Data collection techniques are observation and interview. The population of this study were all students of management and accounting study programs in semester VI (six) Academic Year 2018/2019 STIE Amkop. Student samples were taken proportionally by proportional random sampling method. Data processing is done using tabulations and percentages. The analysis used is multiple regression analysis. The results showed that service quality, academic culture and lecturer performance jointly had a significant effect on student satisfaction.

Previous research shows many significant links between employees" perceptions of their overall satisfaction experience in hotels, and other variables. However, the role of job satisfaction that plays on employees" innovation performance in the Jordanian hotels remains relatively unexplored. This research explores the link between employees" job satisfaction and employees" innovation performance. Previous research has used scales developed in a western contexts and this research aims to be one of the first researches to measure these scales in a non-western context and relevant directly to the Jordanian hotels context. The current research was carried out by measuring the data gathered through a five-point Likert scale and a quantitative approach based on a self-administered questionnaire was used. Therefore, a 45-item questionnaire, measuring job satisfaction and innovation performance, was distributed to 300 employees working in 12 five-star hotels in Jordan with a 62% response rate. The results of exploratory factor analysis presented two-dimension for job satisfaction and one-dimension for innovation performance to be both valid and reliable in the Jordanian hotel context. The results showed that the job satisfaction at five star hotels in Jordan has a positive influence on employees" innovation performance. At the dimensional level, the results indicated that operational working system has also a positive influence on employees" innovation performance but in contrary to rewarding system which has no influence on employees" innovation performance. In general, the relationships of job satisfaction as a whole and at the dimensional level on employees" innovation performance have clear implications for both theory and Jordanian hotel management. The results also raised a number of interesting and potentially new areas for future research.

ABSTRAK Penelitian ini bertujuan untuk mengetahui tingkat signifikansi kualitas sistem informasi akademik terhadap kepuasan mahasiswa IAIN Ambon. Metode penelitian menggunakan explanatory research. Penelitian di Fakultas Syariah dan Ekonomi Islam, Fakultas Ushuluddin dan Dakwah dan Fakultas Tarbiyah IAIN Ambon. Objek penelitian, pengguna SIAKAD yaitu mahasiswa. Sampel 83 mahasiswa dari jumlah populasi 728 orang. Pengambilan besaran sampel menggunakan rumus Slovin, dengan instrumen pengambilan data menggunakan kuisioner. Analisis data menggunakan teknik analisis deskriptif dan analisis statistik inferensial yaitu regresi linier sederhana. Hipotesis dalam penelitian ini yaitu kualitas sistem informasi akademik berpengaruh secara signifikan terhadap kepuasan mahasiswa. Hasil penelitian menunjukkan bahwa hipotesis yang diusulkan diterima. Kata kunci: kualitas, sistem informasi akademik, kepuasan, mahasiswa ABSTRACT This study aims to determine the level of significance of the quality of academic information systems on Ambon IAIN student satisfaction. The research method uses explanatory research. Research at the Faculty of Sharia and Islamic Economics, the Faculty of Usuluddin and Da'wah and the Tarbiyah Faculty of IAIN Ambon. The object of research, SIAKAD users are students. A sample of 83 students from a total population of 728 people. Sampling size using the Slovin formula, with data collection instruments using questionnaires. Data analysis uses descriptive analysis techniques and inferential statistical analysis, namely simple linear regression. The hypothesis in this study is that the quality of academic information systems significantly influences student satisfaction. The results showed that the proposed hypothesis was accepted.

The relationship between internal service quality and physical education faculty members' job satisfaction in dist. 10 ABSTRACT The purpose of this study is to investigate the relationship between Internal Service Quality and Physical Education Faculty Members' Job Satisfaction in Dist. 10 of Islamic Azad University (IRAN). The research method in this study was descriptive and correlation. Physical Education Faculty Members of Dist. 10 of Islamic Azad University (IRAN) have established statistical population of research that they all participated in the study (N=38). For this purpose, Dixie's Internal Service Quality questionnaire (2005) and Visoci and Chrom's Job Satisfaction questionnaire (1998) was used. Reliability of questionnaires after a pilot study using Cronbach's alpha test, respectively (α=0.81) and (α=0.76) were obtained. Descriptive and inferential statistics methods for data analysis were used. The findings showed that between internal service quality and job satisfaction, there is significant positive correlation (r=0/432, p<0/001). Also among internal service quality levels, positive relationship between internal service quality in organizational level and job satisfaction was significantly (r=0/627, p<0/001). Since the internal service quality positively related to job satisfaction in Faculty Members recommended that leaders and managers of universities and especially in Physical Education group in order to improve the internal service quality work.

The present paper aimed at exploring the gap between the perceived and expected quality levels of the health care services provided by Jordanian dental clinics. In order to fulfill the study's objective, the researcher of the present study developed a questionnaire that adopts the five point Likert scale and the SERVQUAL model. The questionnaire contains dimensions for the quality of service; tangibility, reliability, responsiveness, assurance, and empathy. The questionnaire forms were distributed to (250) customers who have received health care services by Jordanian dental clinics. However, (194) questionnaire forms were collected. That means that the response rate is 77.6%. The collected data was analyzed statistically by using the SPSS program. It was concluded that there is a negative gap between the expected and perceived quality levels of the health care services provided by Jordanian dental clinics and measured by the dimensions above jointly and separately. The expected quality level of those services is higher than the perceived one. It was concluded that the quality of such services is below the level required by customers. Future studies are suggested to be applied other health organizations such as specialized clinics, military hospitals, and comprehensive health centers to benefit from the development of their health service

Higher education has, under the influence of global political, economic, social and other forces, undergone significant change, the results of which include a higher demand for user pays education and the positioning of the student as customer within a system that more and more resembles a managed economy. The concurrent emergence of management cultures, along with the commoditisation and casualisation of  education, challenges traditional concepts of the role and status of faculty and the academic community. Within Tourism, Hospitality and Events education (THE), itself a relatively recent arrival, faculty status is further complicated by broader questions of legitimacy and sustainability as researchers continue to disagree on the very essence of the THE discipline and graduate.  This paper seeks to develop the principles underpinning a new model of organising the THE School and its internal actors to negotiate these challenges and stake a claim within the new higher education market economy, advancing the debate between the traditional and the managerial approaches to higher education management. Identifying through a review of the literature a consensus on the THE graduate as the service thinker-doer, the paper then seeks to propose principles for organising the school that can best enable such a student to develop. The paper does this by identifying a gap in the approach of service marketing as hitherto applied to higher education; the paper uses an application of the ‘internal service blueprint’ to propose principles underpinning a model for realigning the institution around the core functions and missions of teaching, learning and research. Specifically, the lecturer is positioned as customer within the service blueprint and the student as service provider, an original exploration of the internal service blueprint within THE education.

ABSTRAKSI Tujuan dari penelitian ini adalah 1) untuk mengetahui bagaimana pengaruh motivasi terhadap produktivitas kerja karyawan. 2) untuk mengetahui bagaimana pengaruh pengalaman kerja terhadap produktivitas karyawan. 3) untuk mengetahui pengaruh motivasi dan pengalaman kerja secara bersama terhadap produktivitas kerja karyawan. 4) untuk mengetahui seberapa besar pengaruh motivasi dan pengalaman kerja secara bersama terhadap produktivitas kerja karyawan. Berdasarkan interprestasi hasil analisa regresi barganda maka dapat diketahui nilai koefisien konstansta yaitu = 0,548. Berdasarkan interprestasi hasil analisa regresi berganda maka dapat diketahui nilai koefisien variable motivasi (X1) yaitu sebesar 0,703 merupakan penaksir parameter variabel motivasi karyawan. Nilai ini menunjukkan apabila motivasi karyawan meningkat 1%, maka produktivitas akan meningkat 0,703% dengan catatan tidak ada faktor lain yang mempengaruhi. Berdasarkan interprestasi hasil analisa regresi berganda maka dapat diketahui nilai koefisien variabel pengalaman kerja (X2) yaitu sebesar 0,722 merupakan penaksir parameter variabel pengalaman kerja karyawan. Nilai ini menunjukkan apabila pengalaman kerja karyawan meningkat 1%, maka produktivitas akan meningkat sebesar 0,722% dengan catatan tidak ada faktor lain yang mempengaruhi. Dari hasil uji t terhadap variabel motivasi, maka diperoleh hasil bahwa t-hitung > t-tabel (3,409 > 1,706). Hal ini berarti bahwa variabel motivasi berpengaruh secara signifikan, nyata, kuat dan positif terhadap produktivitas karyawan. Dari hasil uji t terhadap variabel pengalaman kerja, maka diperoleh hasil bahwa t-hitung > t-tabel (4,805 > 1,706). Hal ini berarti bahwa variabel pengalaman kerja berpengaruh secara signifikan, nyata, kuat dan positif terhadap produktivitas karyawan. Berdasarkan hasil uji koefisien determinasi, diperoleh nilai r sebesar 0,921. Dari nilai tersebut dapat dilihat bahwa produktivitas dipengaruhi oleh motivasi dan pengalaman kerja sebesar 0,921 atau sebesar 92,1% sedangkan sisanya sebesar 7,9% dipengaruhi oleh faktor-faktor lain yang tidak diteliti. Nilai tersebut mendekati 1, dan hal ini menunjukkan bahwa hubungan dan pengaruh motivasi dan pengalaman kerja terhadap produktivitas karyawan adalah nyata, kuat dan positif.

ABSTRAKSI Tujuan dari penelitian ini adalah 1) untuk mengetahui bagaimana pengaruh motivasi terhadap produktivitas kerja karyawan. 2) untuk mengetahui bagaimana pengaruh pengalaman kerja terhadap produktivitas karyawan. 3) untuk mengetahui pengaruh motivasi dan pengalaman kerja secara bersama terhadap produktivitas kerja karyawan. 4) untuk mengetahui seberapa besar pengaruh motivasi dan pengalaman kerja secara bersama terhadap produktivitas kerja karyawan. Berdasarkan interprestasi hasil analisa regresi barganda maka dapat diketahui nilai koefisien konstansta yaitu = 0,548. Berdasarkan interprestasi hasil analisa regresi berganda maka dapat diketahui nilai koefisien variable motivasi (X1) yaitu sebesar 0,703 merupakan penaksir parameter variabel motivasi karyawan. Nilai ini menunjukkan apabila motivasi karyawan meningkat 1%, maka produktivitas akan meningkat 0,703% dengan catatan tidak ada faktor lain yang mempengaruhi. Berdasarkan interprestasi hasil analisa regresi berganda maka dapat diketahui nilai koefisien variabel pengalaman kerja (X2) yaitu sebesar 0,722 merupakan penaksir parameter variabel pengalaman kerja karyawan. Nilai ini menunjukkan apabila pengalaman kerja karyawan meningkat 1%, maka produktivitas akan meningkat sebesar 0,722% dengan catatan tidak ada faktor lain yang mempengaruhi. Dari hasil uji t terhadap variabel motivasi, maka diperoleh hasil bahwa t-hitung > t-tabel (3,409 > 1,706). Hal ini berarti bahwa variabel motivasi berpengaruh secara signifikan, nyata, kuat dan positif terhadap produktivitas karyawan. Dari hasil uji t terhadap variabel pengalaman kerja, maka diperoleh hasil bahwa t-hitung > t-tabel (4,805 > 1,706). Hal ini berarti bahwa variabel pengalaman kerja berpengaruh secara signifikan, nyata, kuat dan positif terhadap produktivitas karyawan. Berdasarkan hasil uji koefisien determinasi, diperoleh nilai r sebesar 0,921. Dari nilai tersebut dapat dilihat bahwa produktivitas dipengaruhi oleh motivasi dan pengalaman kerja sebesar 0,921 atau sebesar 92,1% sedangkan sisanya sebesar 7,9% dipengaruhi oleh faktor-faktor lain yang tidak diteliti. Nilai tersebut mendekati 1, dan hal ini menunjukkan bahwa hubungan dan pengaruh motivasi dan pengalaman kerja terhadap produktivitas karyawan adalah nyata, kuat dan positif.

The study explores the relationship between dimensions of service quality and customers' satisfaction in hotels in Auchi, Nigeria using Lodging Quality Index as underline model.Survey method was employed for the collection of data, while multiple regression was used for data analysis. The results reveal a positive and significant relationship between the six dimensions of service quality and customer satisfaction. However, the outcome of regression analysis shows that tangibility, reliability and responsiveness are the most positive predictors of customer satisfaction in hotels in Auchi. Based on these findings, the researchers suggest that hotel stakeholders and government authorities in Edo State, and more so in Auchi should collaborate in developing and implementing policies that are designed to increase the level of reliability, responsiveness, tangibility and effective communication in the hotel sub sector in order to boost quality service delivery and promote customer satisfaction.

Fakta dilapangan ditemukan masih kurangnya jumlah dosen khususnya program studi akuntansi pada PTS di Kota Palembang. Dari 9 Perguruan Tinggi Swasta (PTS) tersebut yang tersedia program studi akuntansi, 2 PTS yang belum memenuhi rasio jumlah dosen dan mahasiswa. Berdasarkan fakta dilapangan, Kurangnya jumlah dosen ini disebabkan oleh regulasi, kompensasi dan motivasi yang kurang menyebabkan minat untuk menjadi dosen sangat kurang. Penelitian ini bertujuan menganalisis pengaruh regulasi, kompensasi dan motivasi terhadap minat menjadi dosen program studi akuntansi pada perguruan tinggi swasta di kota Palembang. Jenis penelitian bersifat asosiatif, dengan metode analisis data menggunakan regresi linear berganda. Populasi adalah seluruh mahasiswa program studi akuntansi di PTS di kota Palembang, teknik pengambilan sampel menggunakan purposive sampling sebanyak 367 responden. Metode pengumpulan data bersifat primer dan sekunder. Hasil penelitian menemukan bahwa regulasi, kompensasi dan motivasi secara bersama-sama berpengaruh terhadap minat menjadi dosen program studi akuntansi dengan nilai Sig. Sebesar 0,000. Sedangkan secara parsial, kompensasi dan motivasi berpengaruh positif terhadap minat menjadi dosen dengan signifikansi sebesar masing-masing 0,000 dan koofisien korelasi masing-masing 0,414 dan 0,240, sedangkan regulasi berpengaruh negatif terhadap minat menjadi dosen program studi akuntansi dengan signifikansi 0,000 dan koofisien korelasi sebesar-4,000. Penelitian ini juga menemukan bahwa variabel kompensasi merupakan variabel yang paling berpengaruh terhadap minat menjadi dosen program studi akuntansi.