Using SERVQUAL for Employee Satisfaction




SERVQUAL
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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?
 

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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.

 
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.

   

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

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