Research On The Influencing Factors Of Internal Service Quality

Internal service quality(ISQ)is an important part of service quality.There has been a great quantity of researches on its connotation,its measuring method and measuring dimension,and its relationship with its counterpart,external service quality.However,there are few researches on its influencing factors.This paper aims to make a difference.Under the background of China overseas study industry and based on the accomplishments of the previous researchers,it proposes that there are five influencing factors of ISQ.They are internal service expectation(ISE),internal service specification(ISS),internal service delivery(ISD),internal communication(ITC),and internal service perception(ISP).This paper further verifies the proposition as well as the hypothesis of the relationship among ISQ and these factors with a model,in which ISE,ISS,ISD,ITC and ISP are the independent variables,and ISQ the dependent.Through substantial research,this paper testifies part of the hypothesis and also makes some exploratory findings.They include,(1)ISS has dual effect on ISQ.It affects the latter directly while also indirectly via affecting ISP.(2)ISP has significant effect on ISQ.So does ISS on ISP.Neither of these two effects is influenced by ITC.(3)ITC indirectly influences ISQ via directly affecting ISP.(4)The more specific ITC is,the more influential ISD is to ISQ.In the group where ITC is specific,ISD contributes to ISQ more than any other variable does.(5)Gender affects the perception of ISS,marriage status ISQ,and company scale ISE,ISS as well as ISP...