The Impact of Internal Service Climate on Employeesa Job Satisfaction:  With Reference to Commercial Bank of Ethiopia, Gedeo Zone

Gemechu Abdissa; Teklemariam Fitwi

Authors

Gemechu Abdissa
Teklemariam Fitwi

Keywords:

internal service climate (reliability, assurance, empathy, tangibility, and responsiveness), ANOVA, SPSS, likert scale

Abstract

It is of great interest to improve an organization's service quality by investigating the antecedents of customers' satisfaction in a dynamic, global business environment. Service industries try to compete by providing high-quality customer service via developing their internal service climate. Currently both industry and academia have shown a growing interest in the concept of internal service climate. Furthermore, internal service climate increases job satisfaction and reduces role stress. The main purpose of this study is to investigate the impact of internal service climate on employees' job satisfaction. The research design is a descriptive research. Both primary and secondary data were used in this research. A survey questionnaire with five point Likert scale was a main tool for gathering primary data about internal service climate effect on job satisfaction. 123 permanent employees were participated in filling the questionnaires. The researcher used censes sampling method.

Downloads

How to Cite

The Impact of Internal Service Climate on Employeesa Job Satisfaction: With Reference to Commercial Bank of Ethiopia, Gedeo Zone. (2016). Global Journal of Management and Business Research, 16(7), 25-41. https://journalofbusiness.org/index.php/GJMBR/article/view/

Download Citation

Author Biography

Gemechu Abdissa

Gemechu Abdissa is a dedicated academic and researcher affiliated with Mizan-Tepi University in Ethiopia, where he serves as a lecturer in the Department of Management at the College of Business and Economics. Holding an MBA with a specialization in Finance, his research interests span internal service climate, employee job satisfaction, psychological empowerment, and the performance of micro and small enterprises. He has authored several scholarly articles, including studies on the impact of internal service climate on job satisfaction at the Commercial Bank of Ethiopia and on factors affecting micro and small enterprises in South West Ethiopia. Additionally, he has contributed as a reviewer for the Global Journal of Management and Business Research (GJMBR). His work reflects a commitment to understanding and improving organizational dynamics and economic development in Ethiopia.

References

R. Ashkenas, R. Shaffer, Associates (1994) Beyond the Fads: How Leaders Drive Change With Results.

H. Awoke (2010) The Quality of Service Delivery and Customer Satisfaction:The Practice And Case of Banking Industry.

A. Bandura (1997) Self-Efficacy.

Nancy Bell, Barry Staw (1989) People as sculptors versus sculpture: the roles of personality and personal control in organizations. 232-251. https://doi.org/10.1017/cbo9780511625459.014

W. Bennis, B. Nanus (1985) Leaders: The Strategies of Taking Charge.

J. Best (1995) Research In Education 3rded; Englewood Cliff.

A. Bryman, E. Bell (2007) Business Research Methods 2nd Edition.

J. Buitendach, H. De Witte (2005) Job insecurity, extrinsic and intrinsic job satisfaction and affective organisational commitment of maintenance workers in a parastatal. 36.

A. Cellucci, D. Devries (1978) Measuring Management Satisfaction: A Manual for the JSQ Technical Report II.

J. Chen, C. Silverthorne (2008) The impact of locus of control on job stress, job performance and job satisfaction in Taiwan. 29(7), 572-654. https://doi.org/10.1108/01437730810906326

J. Creswell (2009) Research Design: A Qualitative, Quantitative and Mixed Method Approaches.

C. Dawson (2002) Practical Research Methods: A User-Friendly Guide to Mastering Research Techniques And Projects.

D. Ding, P. Hu, R. Verma, D. Wardell (2009) The Impact of Service System Design and Flow Experience on Customer Satisfaction in Online Financial Services. (1), 96-110. https://doi.org/10.1177/1094670509350674

C. Groonroos (2007) Service Management and Marketing: Customer Management in Service Competition 3rd Edition. 19(5), 629-630. https://doi.org/10.1108/09604520910984418

J. Hair, A. Money, Samouel, M. P. Page (2007) Research Methods for Business.

John Hausknecht, Nathan Hiller, Robert Vance (2008) Work-Unit Absenteeism: Effects of Satisfaction, Commitment, Labor Market Conditions, and Time. 51(6), 1223-1245. https://doi.org/10.5465/amj.2008.35733022

S. Heine, T. Prouxl, K. Vohs (2006) The Meaning Maintenance Model: On the Coherence of Social Motivations. 10(2), 88-110. https://doi.org/10.1207/s15327957pspr1002

R. Hirschfield (2000) Validity Studies, Does Revising the Intrinsic And Extrinsic Subscales Of The Minnesota Satisfaction Questionnaire Short form Make a Difference?. 60(2), 255-270. https://doi.org/10.1177/00131640021970493

J. Ivancevich, Mattenson (1990) Organizational Behavior Management.

G. Kang, J. James, K. Alexandris (2002) Measurement of internal service quality: application of the SERVQUAL battery to internal service quality. 12(5), 278-291.

R. Kanter Men and Woman of the Corporation.

Kothari.C (2004) Research Methodology Methods and Techniques.

E. Lawer (1992) The Ultimate Advantage:. Creating the High Involvement Organisation.

H. Lu, A. White, L. Barriball (2005) Job Satisfaction Among Nurses: A Literature Review. 42(2), 211-227. https://doi.org/10.1016/j.ijnurstu.2004.09.003

Greg Marshall, Julie Baker, David Finn (1998) Exploring internal customer service quality. 13(4/5), 381-392. https://doi.org/10.1108/08858629810226681

J. Pallant (2010) SPSS Survival Manual.

Zeithaml Parasuranam, Berry (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions Of Service Quality. 64(1), 1-29.

K. Philip, K. Kevin (2006) Marketing Management, Twelfth Ed. 7458.

J. Pinikahana, B. Happell (2004) Stress, Burnout and Job Satisfaction in Rural Psychiatric Nurses: A Victorian Study.

J. Reynoso (1995) Towards the measurement of internal service quality. 6(3), 64-83. https://doi.org/10.1108/09564239510091349

S. Robbins (2003) Organisational Behaviour, 10th Edition.

S. Safius (2011) A Relational Study on Service Climate, Supportive Management, Work Effort. (2).

Benjamin Schneider, Susan White, Michelle Paul (1998) Linking service climate and customer perceptions of service quality: Tests of a causal model. 83(2), 150-163. https://doi.org/10.1037/0021-9010.83.2.150

B. Stauss (1995) Internal Services: Classification and Quality Management: International Journal of Service Industry Management. 6(2), 62-78.

Sandra Vandermerwe, Douglas Gilbert (1991) Internal Services: Gaps in Needs/Performance and Prescriptions for Effectiveness. 2(1), 50-60. https://doi.org/10.1108/09564239110137928

M. Voss, R. Calantone, S. Keller (2005) Internal Service Quality: Determinants of Distribution Centre Performance. 35(3), 161-176.

V. Vroom (1964) Work and Motivation: John Wiley and Sons, New York, NY.

M. Wassihun (2011) The Effect of Internal Service Climate and Psychological Empowerment on Employees' Job Satisfaction: The case of EEPCo, the University of A.

J. Wiid, Diggins (2009) Marketing Research.

Gary Yukl (1989) Managerial Leadership: A Review of Theory and Research. 15(2), 251-289. https://doi.org/10.1177/014920638901500207

A. Zangaro, M. Jonantgen (2009) Registered Nurses' Job Satisfaction in Navy Hospitals. 174(1), 076-081. https://doi.org/10.7205/milmed-d-04-1307

W. Zikmund, B. Babin, J. Carr, M. Griffin (2010) Business Research Methods.8 Edtion.