Measuring internal service quality in business schools
by Pradeep Joshi; Suresh Kumar Chadha
International Journal of Services and Standards (IJSS), Vol. 11, No. 4, 2016

Abstract: This paper explores the different constituents determining the internal service quality in business schools and further develops a model representing different factors made up of these constituents. The proposed model went through exploratory and confirmatory factor analysis to test its reliability and validity. This model of internal service quality in business schools consists of seven dimensions, including work resources, rewards, academic freedom, professional development support, vision of top management, communication and teamwork. This study highlights the ways to boost the internal service quality in business schools.

Online publication date: Fri, 24-Feb-2017

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