• Journal of the Korea Safety Management & Science
• /
• v.10 no.4
• /
• pp.209-218
• /
• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• Journal of the Korea Safety Management & Science
• /
• v.9 no.6
• /
• pp.97-103
• /
• 2007

This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

• Journal of Korean Society for Quality Management
• /
• v.34 no.2
• /
• pp.77-97
• /
• 2006

Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. While previous studies have attempted to develop the instrument assessing the internal service quality, ISQB(internal service Quality battery) developed by Kang et al.(2002), compared to other instruments have received some attention given its rigorous approach to measure the internal service quality. However, it has been noted that the validity of ISQB does not appear to be thoroughly examined while the reliability of the instrument seems to be secured. The current study attempts to readdress the psychometric properties of ISQB through the replication of the instrument. The empirical testing including confirmatory factor analysis and correlational analyses show that the instrument is reliable and valid in terms of its discriminant and nomological validity.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.32 no.4
• /
• pp.235-240
• /
• 2009

This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.

• Journal of Korean Society for Quality Management
• /
• v.33 no.3
• /
• pp.1-18
• /
• 2005

Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. The purpose of the current study is to examine the antecedents and consequences of internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. In consistent with the previous studies in service marketing literatures, the current study identifies several constructs as the antecedents and consequences of internal service quality: management commitment to service quality, employee satisfaction, self-efficacy, and adaptability. The empirical study testing the causal relationships' among the constructs verifies the proposed relationships among the constructs suggested in the current study.

• Agricultural and Biosystems Engineering
• /
• v.7 no.1
• /
• pp.8-12
• /
• 2006

This study was conducted to develop a real-time internal quality evaluation technique for Korean red ginseng using NIR spectroscopy while they were moving to be graded. Internal qualities of Korean red ginseng were defined by color, amount of white core and cavity in the red ginseng. To evaluate the internal quality, PLS (Partial Least Square) model was developed. Spectrum saturation can be occurred when most red ginseng has a sound internal quality expressed by higher light transmittance ratio, but that could not found in the ginseng of internal white core under the same light situation. And, if spectrum saturation is obtained, it is hard to identify the exact information of internal quality. In order to evaluate of the internal quality regardless of having internal normal core or white core, an integral time controlled method was used to obtain traditional spectrum. This procedure was applied in real-time process when red ginseng was moving to be graded in the line. Among the 450 samples including 223 internal normal ginsengs and 227 internal white core ginsengs, 315 ginsengs (70%) were used to develop a calibration model and 135 ginsengs were spent to validate the model. The result of quality evaluation by the model was very good showing SEP and bias were 0.3573 and 0.0310, respectively, and the accuracy was 95.6%.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.4
• /
• pp.797-808
• /
• 2021

This study examines the interaction between internal auditors' personality traits and the internal audit function effectiveness. It also investigates the effect of such interacted variables on financial reporting quality. This study employed a questionnaire survey to collect data from 193 internal auditors of Jordanian companies listed on the Amman Stock Exchange. The study model is validated and tested using the partial least squares structural equation modelling. The results reveal that all the examined personality traits of internal auditors significantly impact internal audit function effectiveness except for the extraversion trait. The results also show that personality traits have indirect effects on financial reporting quality via internal audit function effectiveness. These results suggest that internal auditors with high scores on openness to experience, emotional stability, and conscientiousness traits can be among the most significant contributors to the internal audit function effectiveness. The results also suggest that internal auditors' personality traits can be regarded as an internal audit function intangible resource that enhances effectiveness. The study's findings might be of interest to many different parties interested in enhancing internal audit function effectiveness and boosting the financial reporting quality, such as external and internal auditors, auditees, human resource departments, and Chief Internal Audit Executives.

• The Journal of Information Systems
• /
• v.11 no.2
• /
• pp.1-25
• /
• 2002

This study is for the purpose of understanding User Satisfaction of Accounting Information System more closely by means of perceiving relations between Internal Controls and Quality. That is, this study is to assess Internal Controls and Quality and to connect those with User Satisfaction. This thesis is for the substantial study on whether Information Quality, System Quality, and Service Quality influenced by Internal Controls of Accounting Information System have an effect on User Satisfaction, when Internal Controls of Accounting Information System is good, The following hypothesis was made to achieve this purpose. First, Internal Controls will have an positive influence on Quality. Second, Qualify will positively affect User Satisfaction. Third, Internal Controls will positively Influence User Satisfaction. Fourth, Internal Controls will have a positive effect on User Satisfaction through Quality For the survey sample, this study gathered data on someone engaged in companies or organizations which have computer offices, and groups were differentiated between general staff and someone in charge of the computer office, and each group had different questions. In general, 622 of questions were distributed and 200 of the final valid samples were used for the substantial analysis. As the result of the study, the relations between Internal Controls and Quality are statistically significant. The relations between Quality and User Satisfaction ire also statistically significant. But the relations between Internal Controls and User Satisfaction are not statistically significant. Path Analysis was implemented to analyze the hypothesis on whether Internal Controls have an influence on User Satisfaction through Quality. When the result of analysis with Lisrel 8.5 was examined, index numbers(GFI, AGFI, RMR) representing the suitability of the model were enough to be taken and it is showed that there is the suitability of the model. Internal Controls of Accounting Information System can't have an influence on User Satisfaction with Quality. As the above hypothesis was rejected, Through Path Analysis, this study examined the influence which relations between Internal Controls and Quality, factors of User Satisfaction, have on User Satisfaction, and is very meaningful in terms of the first trial. And on the point of time when there are little studies on the effect analyses between Internal Controls and Quality, this study would be the promoter for the future. The limitation on this study is to analyze only mutual effects between factors by choosing Internal Controls, Quality, and User Satisfaction as survey variables. The study which measure items with precision which are related to each variable and understand measurement factors clearly should be implemented.

• Journal of Preventive Medicine and Public Health
• /
• v.35 no.3
• /
• pp.236-244
• /
• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.

• Culinary science and hospitality research
• /
• v.12 no.4 s.31
• /
• pp.170-186
• /
• 2006

The purpose of this study is to figure out how factors of internal marketing affect service quality. Method of human resource could be indicated to bear fruit of food-industry based on this research. This study conducted documentary study and empirical study. To achieve the purpose, a survey was conducted by 229 staffs of family restaurants in Daegu. The result of this research is as follows. First, the properties of each factor of internal marketing, Service Quality and staff's behavior were extracted from the previous studies. Second, internal marketing was applied as a independent variable, and service Quality as a consequent variable. The result reached through convergent validity came to satisfy all variables. Third, it was strongly maintained the fact that the better internal marketing was applied, the more staff were satisfied and the higher service quality was. It was shown that staffs provided customers with a good service if they were satisfied with internal marketing and their companies.