Influencia de la calidad de servicio interno sobre la satisfacción laboral en un proceso de manufactura

Abstract

Internal service quality has usually been evaluated at the level of external clients and mainly on service industries. The need to understand internal customers have shown to the enterprises to get an internal service quality considered as favorable, in a manner that has influence on employee satisfaction and organizational performance. The objective of this work is to identify the impact of internal service quality on employee’s job satisfaction in a manufacturing process. The study was carried out in a heterogeneous sample of 7 manufacturing companies in the Cuenca-Ecuador region. A seven-point Likert-type scale was used in this research. To measure internal service quality, an adaptation of the SERVQUAL model was used in all its dimensions. Similarly, the job satisfaction survey developed by Paul E. Spector (1994) was used to measure employee satisfaction. Data obtained from a sample comprised a total of 364 respondents. Analysis data was conducted using SPSS version 26. Results achieved from the study showed a positive correlation and a moderate degree of association between internal service quality and job satisfaction. In addition, R 2 regression coefficient demonstrated the validity of the hypothesis on internal service quality has a positive impact on employee’s job satisfaction in a manufacturing process