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Using SERVQUAL for Employee Satisfaction
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SERVQUAL
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Mahmoud Esteghlal
20
Mahmoud Esteghlal
Manager, Iran

Using SERVQUAL for Employee Satisfaction

I am eager to know if the model is recommended to use for measuring employees satisfaction throughout an organization. Do you have some experience to share?

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  senthil kumaran
1
senthil kumaran
Teacher, India
 

Using SERVQUAL for Employee Satisfaction

SERVQUAL can be used to measure employee satisfaction, since employees are your internal customers. But some modification will be required in the SERVQUAL tool.

  Lenin Govea
3
Lenin Govea
Professor
 

Can SERVQUAL be Used for Employee Satisfaction?

That's a tough question. SERVQUAL may help you, but the dimensions won't be the same as when you're assessing a customer's perceived service quality.
My take on this is that you need a totally different questionnaire.
Oh, and remember that perceived service quality is not precisely the same as satisfaction.

 

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More on SERVQUAL
Summary Discussion Topics
topic Calculating the variations in expectations in SERVQUAL
topic Gap 5 in SERVQUAL model
topic The Standard SERVQUAL Questionaire
topic Extra SERVQUAL Dimensions
👀Using SERVQUAL for Employee Satisfaction
topic Weighted and Unweighted Average SERVQUAL Scores?
topic How to deal with Change in Perceptions in SERVQUAL?
topic Zone of Tolerance in Service Quality Expectations
topic Referencing 12manage
topic SERVQUAL Should Include Product Quality
topic Analyzing Gap 4 of SERVQUAL
topic How to Make Money from Value Added Services
topic Explanation of the SERVQUAL Gaps
topic Data Analysis Using SERVQUAL Model
topic Customer Service is an Opportunity to Differentiate your Business
topic How to analyze a Supply Chain Using SERVQUAL Model?
topic Definitions of Service Value
topic GAP Model versus SERVQUAL Model
🔥 Customer Service Excellence ( CSE)
topic How the SERVQUAL Model is Applicable in Health Care Organizations
topic Impact of Service Delivery on Strategy
Special Interest Group


More on SERVQUAL
Summary Discussion Topics
topic Calculating the variations in expectations in SERVQUAL
topic Gap 5 in SERVQUAL model
topic The Standard SERVQUAL Questionaire
topic Extra SERVQUAL Dimensions
👀Using SERVQUAL for Employee Satisfaction
topic Weighted and Unweighted Average SERVQUAL Scores?
topic How to deal with Change in Perceptions in SERVQUAL?
topic Zone of Tolerance in Service Quality Expectations
topic Referencing 12manage
topic SERVQUAL Should Include Product Quality
topic Analyzing Gap 4 of SERVQUAL
topic How to Make Money from Value Added Services
topic Explanation of the SERVQUAL Gaps
topic Data Analysis Using SERVQUAL Model
topic Customer Service is an Opportunity to Differentiate your Business
topic How to analyze a Supply Chain Using SERVQUAL Model?
topic Definitions of Service Value
topic GAP Model versus SERVQUAL Model
🔥 Customer Service Excellence ( CSE)
topic How the SERVQUAL Model is Applicable in Health Care Organizations
topic Impact of Service Delivery on Strategy
Special Interest Group
Knowledge Center

SERVQUAL


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