Internal customer behavior intention: causality service quality, satisfaction, and internal customer behavior intention in educational services in east java (overview the service marketing triangle)
| Main Authors: | Ardhanari, Margaretha, Susanti, Christina Esti |
|---|---|
| Format: | Proceeding PeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2014
|
| Subjects: | |
| Online Access: |
http://repository.wima.ac.id/1442/7/2_13Intenal%20Customer%20Behavor%20Intention%20Causality%20Service%20Quality%20Satisfaction%20and%20Internal%20Customer%20Behavior%20Intention%20In%20Educational%20Services%20In%20East%20Java.pdf http://repository.wima.ac.id/1442/8/Internal%20Customer.pdf http://repository.wima.ac.id/1442/ |
| ctrlnum |
1442 |
|---|---|
| fullrecord |
<?xml version="1.0"?>
<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><relation>http://repository.wima.ac.id/1442/</relation><title>Internal customer behavior intention: causality service quality, satisfaction, and internal customer behavior intention in educational services in east java (overview the service marketing triangle)</title><creator>Ardhanari, Margaretha</creator><creator>Susanti, Christina Esti</creator><subject>Management</subject><description>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</description><date>2014-09</date><type>Journal:Proceeding</type><type>PeerReview:PeerReviewed</type><type>Book:Book</type><language>eng</language><identifier>http://repository.wima.ac.id/1442/7/2_13Intenal%20Customer%20Behavor%20Intention%20Causality%20Service%20Quality%20Satisfaction%20and%20Internal%20Customer%20Behavior%20Intention%20In%20Educational%20Services%20In%20East%20Java.pdf</identifier><type>Book:Book</type><language>eng</language><identifier>http://repository.wima.ac.id/1442/8/Internal%20Customer.pdf</identifier><identifier> 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. </identifier><recordID>1442</recordID></dc>
|
| language |
eng |
| format |
Journal:Proceeding Journal PeerReview:PeerReviewed PeerReview Book:Book Book |
| author |
Ardhanari, Margaretha Susanti, Christina Esti |
| title |
Internal customer behavior intention: causality service quality, satisfaction, and internal customer behavior intention in educational services in east java (overview the service marketing triangle) |
| publishDate |
2014 |
| topic |
Management |
| url |
http://repository.wima.ac.id/1442/7/2_13Intenal%20Customer%20Behavor%20Intention%20Causality%20Service%20Quality%20Satisfaction%20and%20Internal%20Customer%20Behavior%20Intention%20In%20Educational%20Services%20In%20East%20Java.pdf http://repository.wima.ac.id/1442/8/Internal%20Customer.pdf http://repository.wima.ac.id/1442/ |
| contents |
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 |
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IOS2682.1442 |
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Universitas Katolik Widya Mandala Surabaya |
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50 |
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Perpustakaan Universitas Katolik Widya Mandala Surabaya |
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525 |
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Repository Widya Mandala Catholic University Surabaya |
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2682 |
| subject_area |
Agama Akuntansi Bahasa |
| city |
KOTA SURABAYA |
| province |
JAWA TIMUR |
| repoId |
IOS2682 |
| first_indexed |
2016-09-24T06:17:31Z |
| last_indexed |
2016-09-24T06:17:31Z |
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dc |
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1684451574485614592 |
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17.60506 |