Calidad de servicio interno sobre la satisfacción laboral: un análisis de su influencia en empresas manufactureras

Abstract

Internal service quality has been commonly evaluated in the area of external customers, especially in service industries. The need to understand internal customers has caused organizations to strengthen their internal service quality in such a manner that it affects work satisfaction. The objective is to analyze the incidence of quality of internal service on employee satisfaction at work in a manufacturing process. This study took place in a homogeneous sample with seven manufacturing companies in the city of Cuenca, Ecuador; as such, this study is related to a specific context. A Likert scale was used, including seven items, an adaptation of the SERVQUAL model in all of its dimensions, and a work satisfaction survey with a sample including 364 surveyed. The data analysis was performed using the SPSS program version 26 (demo). The results show a positive correlation and moderate associate degree between internal service quality and employee satisfaction. Additionally, the regression coefficient R2 showed validity in the statement that internal service quality has a positive impact on employee satisfaction.