Using SERVQUAL for Employee Satisfaction

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Mahmoud Esteghlal, Manager, Mercedes-benz
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?

  Using SERVQUAL for Employee Satisfaction
senthil kumaran, India
SERVQUAL can be used to measure employee satisfaction, since employees are your internal customers. But modification will be required in the SERVQUAL tool.
  Can SERVQUAL be Used for Employee Satisfaction?
Lenin Govea, Ecuador
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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