ANALISA PENGARUH KUALITAS PELAYANAN INTERNAL TERHADAP KINERJA KERJA KARYAWAN KOPERASI TAKSI DI INDONESIA

Y. M. Siagian
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Abstract

This paper suggests that to deliver high levels of customer satisfaction, organizations must identify, measure, and manage the internal elements that produce it. Intemal service quality (defined for this purpose as employee satisfaction with the service received from internal service providers) has received little attention in the empirical literature, yet intemal service quality remains complex, in part because its composition can vary for differentorganizations at different times. In short, which internal services are important, and how important their quality is, depends on an organization's task and employee. Despite this variability, that intemal service quality has basic components important to most organizations. On this paper also explores the relationship between intenal service quality and job satisfaction, one important indication of an organization's work environment. We propose thatinternal service quality is important because it relates to job satisfaction. This relationship may begin to explain the observation that service firms rarely have satisfied customers without having satisfied employees
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分析内部服务质量对印尼出租车合作人员工作绩效的影响
本文建议,为了交付高水平的客户满意度,组织必须识别、度量和管理产生它的内部元素。内部服务质量(为此目的定义为员工对内部服务提供者提供的服务的满意度)在实证文献中很少受到关注,但内部服务质量仍然很复杂,部分原因是它的组成可能因不同组织在不同时间而有所不同。简而言之,哪些内部服务是重要的,它们的质量有多重要,取决于组织的任务和员工。尽管存在这种可变性,但内部服务质量对大多数组织来说都具有重要的基本组成部分。本文还探讨了内部服务质量与工作满意度之间的关系,工作满意度是组织工作环境的一个重要标志。我们认为内部服务质量很重要,因为它关系到工作满意度。这种关系可以开始解释服务公司很少有满意的顾客而没有满意的员工
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