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Mahmoud Esteghlal
Manager, Iran
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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
Teacher, India
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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.
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Lenin Govea
Professor
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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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