Using SERVQUAL for Employee Satisfaction

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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?

  senthil kumaran
Teacher, India
 

Using SERVQUAL for Employee Satisfaction

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

  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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