Using SERVQUAL for Employee Satisfaction

      
			              Best Practices
			            
							              19

		            		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
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.
				                
										              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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