The Effect of Internal Service Quality on Employee Performance and the Role of Intermediate Variables

Emrullah Kıpçak; Abdurrahman Çalık

Makale detayları

The Effect of Internal Service Quality on Employee Performance and the Role of Intermediate Variables

Yazarlar:

Emrullah Kıpçak | Abdurrahman Çalık

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Kalite Yönetimi

Dergi:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.15 Issue 43, pp.941-967

Belge Tipi:

Makale

Yayın Tarihi:

8/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001326670

pISSN:

1308-9552

Anahtar kelimeler:

Özet:

 It is anticipated that examining service quality further and integrating service quality with different concepts is a field of study to be explored in the literature. In this context, it is assumed that addressing service quality in terms of internal service quality and examining quality within the framework of an application by integrating it with concepts in the field of management would make a positive contribution to the literature. The main purpose of the study is to examine the relationship between internal service quality and employee performance in textile companies using mediating variables. In the application part of the study, several different clothing textiles operating in the Organized Industrial Zone and Kurubaş regions within the borders of Van province are discussed in terms of manufacturing enterprises. The data obtained from the face-to-face survey conducted with a total of 420 employees working in these enterprises are analysed through SPSS and AMOS programs. In conclusion, it is determined that the effect of internal service quality on employee performance and other variables give positive results, and that the variables of employee welfare and organizational citizenship behaviour are effective in terms of mediating effect in measuring the effect of internal service quality on employee performance.

 It is anticipated that examining service quality further and integrating service quality with different concepts is a field of study to be explored in the literature. In this context, it is assumed that addressing service quality in terms of internal service quality and examining quality within the framework of an application by integrating it with concepts in the field of management would make a positive contribution to the literature. The main purpose of the study is to examine the relationship between internal service quality and employee performance in textile companies using mediating variables. In the application part of the study, several different clothing textiles operating in the Organized Industrial Zone and Kurubaş regions within the borders of Van province are discussed in terms of manufacturing enterprises. The data obtained from the face-to-face survey conducted with a total of 420 employees working in these enterprises are analysed through SPSS and AMOS programs. In conclusion, it is determined that the effect of internal service quality on employee performance and other variables give positive results, and that the variables of employee welfare and organizational citizenship behaviour are effective in terms of mediating effect in measuring the effect of internal service quality on employee performance.

 It is anticipated that examining service quality further and integrating service quality with different concepts is a field of study to be explored in the literature. In this context, it is assumed that addressing service quality in terms of internal service quality and examining quality within the framework of an application by integrating it with concepts in the field of management would make a positive contribution to the literature. The main purpose of the study is to examine the relationship between internal service quality and employee performance in textile companies using mediating variables. In the application part of the study, several different clothing textiles operating in the Organized Industrial Zone and Kurubaş regions within the borders of Van province are discussed in terms of manufacturing enterprises. The data obtained from the face-to-face survey conducted with a total of 420 employees working in these enterprises are analysed through SPSS and AMOS programs. In conclusion, it is determined that the effect of internal service quality on employee performance and other variables give positive results, and that the variables of employee welfare and organizational citizenship behaviour are effective in terms of mediating effect in measuring the effect of internal service quality on employee performance.

 Hizmet kalitesini daha fazla irdeleyebilmenin ve hizmet kalitesini, farklı kavramlar ile bütünleştirmenin, literatürde ihtiyaç duyulan bir çalışma sahası olduğu öngörülmektedir. Bu bağlamda hizmet kalitesini, iç hizmet kalitesi açısından ele almanın ve kaliteyi, yönetim alanındaki kavramlarla bütünleştirerek bir uygulama çerçevesinde incelemenin alanyazına olumlu bir katkı sağlayacağı varsayılmaktadır. Yapılan çalışmanın temel amacı; tekstil firmalarında iç hizmet kalitesi ve işgören performansı arasındaki ilişkiyi aracı değişkenler kullanarak incelemektir. Çalışmanın uygulama kısmında imalat işletmeleri açısından Van ili sınırları içerisinde Organize Sanayi ve Kurubaş bölgelerinde faaliyette bulunan birkaç farklı giyim tekstili ele alınmıştır. Bu işletmelerde çalışan toplam 420 çalışanla yüz yüze yapılan anket çalışmasından elde edilen veriler, SPSS ve AMOS programları aracılığıyla analiz edilmiştir. Sonuç olarak; iç hizmet kalitesinin işgören performansı ve diğer değişkenler üzerindeki etkisinin pozitif sonuçlar verdiği, iç hizmet kalitesinin işgören performansı üzerindeki etkisini ölçmede aracılık etkisi yönünden ise çalışan refahı ve örgütsel vatandaşlık davranışı değişkenlerinin etkin olduğu belirlenmiştir.

Makale detayları

The Effect of Internal Service Quality on Employee Performance and the Role of Intermediate Variables

Yazarlar:

Emrullah Kıpçak | Abdurrahman Çalık

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Kalite Yönetimi

Dergi:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.15 Issue 43, pp.941-967

Belge Tipi:

Makale

Yayın Tarihi:

8/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001326670

pISSN:

1308-9552

Internal Service Quality

Employee Satisfaction

Employee Welfare

Organizational Citizenship Behavior

Employee Performanceİç Hizmet Kalitesi

Çalışan Memnuniyeti

Çalışan Refahı

Örgütsel Vatandaşlık Davranışı

İşgören Performansı

Sayı

Makale detayları

Yazarlar: Emrullah Kıpçak | Abdurrahman Çalık

Yayıncı: Süleyman Demirel University

Ana Başlıklar: Kalite Yönetimi

Dergi: Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.15 Issue 43, pp.941-967

Belge Tipi: Makale

Yayın Tarihi: 8/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001326670

pISSN: 1308-9552

Sayı

Yazarlar:

Emrullah Kıpçak | Abdurrahman Çalık

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Kalite Yönetimi

Dergi:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.15 Issue 43, pp.941-967

Belge Tipi:

Makale

Yayın Tarihi:

8/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001326670

pISSN:

1308-9552