Statistical Approach to the Link between Internal Service Quality and Employee Job Satisfaction: A Case Study

Otabor Joseph Osahon^1, and Obahiagbon Kingsley²

¹Statistics Unit, Federal Neuro-Psychiatric Hospital Benin City, Nigeria

²Department of Mathematics and Computer Science, Benson Idahosa University, Benin City, Nigeria

Cite this paper:
Otabor Joseph Osahon and Obahiagbon Kingsley. Statistical Approach to the Link between Internal Service Quality and Employee Job Satisfaction: A Case Study. American Journal of Applied Mathematics and Statistics. 2016; 4(6):178-184. doi: 10.12691/ajams-4-6-3

Abstract

The study investigated the association between internal service quality (ISQ) and employee job satisfaction (EJS) in Federal Neuro-Psychiatric Hospital, Benin City (FNPH). The specific purpose comprised the evaluation of the hospital’s ISQ using SERVPERF model, assess the level of EJS, determine whether ISQ influences EJS, identify which dimensions of ISQ contribute significantly to overall EJS and two hypotheses were raised to guide this study. The survey method was adopted for data collection. A sample of 277 was drawn out of staff population of 900. The reliability of the instrument used for the survey was tested using Cronbach Alpha which yielded an index of (0.937). The data were analyzed using Boxplot, Mean, Standard deviation, Exploratory Factor Analysis and Regression Analysis. The results of analysis revealed ISQ dimensions of Assurance ranked high are the most important among FNPH staff, 65% of them were satisfied with their job and ISQ dimensions contributes 39.6% of the total EJS. The study recommends upgrade of ISQ components, empowerment of the SERVICOM Unit to monitor and ensure service quality compliance not only to external customers (Patience) but also to monitor and enforce ISQ compliance among the Hospital’s internal customers (Employees).

Keywords:
Internal service quality Employee Job Satisfaction SERVPERF Exploratory Factor Analysis

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