International Research journal of Management Science and Technology

  ISSN 2250 - 1959 (online) ISSN 2348 - 9367 (Print) New DOI : 10.32804/IRJMST

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INTERNAL CUSTOMER SERVICE QUALITY IN THE INDIAN TELECOMMUNICATIONS INDUSTRY

    1 Author(s):  PROF (DR.) SATYENDRA PATNAIK

Vol -  9, Issue- 1 ,         Page(s) : 213 - 234  (2018 ) DOI : https://doi.org/10.32804/IRJMST

Abstract

The telecommunications industry is undergoing rapid changes through globalisation and technological development. Internal customer service quality is expected to help the industry improve the service quality level, through its association with the employee satisfaction. Internal customers (employees) of the organization receive service and product from other members of the organization to carry out their jobs. Thus, they need to view themselves as customers and suppliers. A study, based on the Service Profit Chain concept was carried out to determine the industry’s most important service attribute, as well as investigate the strength of relationship between the internal customer service quality and employee satisfaction. The respondents consisted of 174 frontline employees of telecommunications companies from a sample of 391. The results showed that Interpersonal Relationship is the most important dimension of the internal customer service quality and Rewards and Recognitions, the least important. There was a positive and significant relationship between employee satisfaction and internal customer service quality.

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