Internal customer behavior intention: causality service quality, satisfaction, and internal customer behavior intention in educational services in east java (overview the service marketing triangle)

Ardhanari, Margaretha and Susanti, Christina Esti (2014) Internal customer behavior intention: causality service quality, satisfaction, and internal customer behavior intention in educational services in east java (overview the service marketing triangle). In: The 5th Snapshot of Content Business in Today’s ICT Industry (SCBTII 2014), 5 September 2014, Telkom University, Bandung.

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Abstract

This study aims to test the causality of internal service quality, internal customer satisfaction, internal customer behavior intention in the context of the internal customers of public service agencies in East Java by using SEM as a statistical test. This study was conducted in East Java with a sample size of 150 respondents. The sample is derived from the internal customers of the 3 best educational services provider in East Java of the 10 best universities in Indonesia in 2013. Based on the results of research and discussion that has been done can be concluded as follows: The first hypothesis in this study stated that the Internal Service Quality Affects the Internal Customer Satisfaction in educational services in East Java, is accepted. The second hypothesis in this study stated that the Internal Customer Satisfaction Affects the Internal Customer Behavior Intention in educational services in East Java, is accepted. The third hypothesis in this study stated that the Internal Service Quality Affects the interest of Internal Customer Behavior through Internal Customer Satisfaction in educational services in East Java, is accepted. Suggestions put forward in this study are: expected that further research will discuss about the internal marketing can consider variables - other variables outside of reviews these variables have been studied in order to more comprehensively obtain results. Organization of education service providers always concerned about the quality of internal services. Because based on the results of this study of internal service quality is a factor that has a significant positive effect on the interest of the internal customer behavior through internal customer satisfaction

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Internal Service Quality, Internal Customer Satisfaction, Internal Customers Behavior Intention, Educational Services
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Vincentius Widya Iswara
Date Deposited: 20 Feb 2015 05:23
Last Modified: 15 Jul 2016 07:23
URI: http://repository.wima.ac.id/id/eprint/1442

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