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Kalfa M, Yetim AA. Organizational self-assessment based on common assessment framework to improve the organizational quality in public administration. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2020. [DOI: 10.1080/14783363.2018.1475223] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/16/2022]
Affiliation(s)
- Murat Kalfa
- Sport Management Department of Gazi University, Gazi Mahallesi Abant Sokak No: 12, 06330, Yenimahalle, Ankara, Turkey
| | - A. Azmi Yetim
- Sport Management Department of Gazi University, Gazi Mahallesi Abant Sokak No: 12, 06330, Yenimahalle, Ankara, Turkey
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Skarpeta K, Koemtzi M, Aidonis D. Measuring internal service quality: the case of the Greek public higher education institutions. TQM JOURNAL 2019. [DOI: 10.1108/tqm-02-2019-0061] [Citation(s) in RCA: 5] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
The purpose of this paper is to investigate the idea of internal service quality in public organizations. An attempt is made to determine the key elements that define the concept of internal service quality and to identify the factors that support the attainment of high levels of internal quality. Internal service quality refers to the quality of services offered between units and/or employees within an organization and achieving internal quality in public authorities can contribute to the sustainability of the public sector.
Design/methodology/approach
A survey was conducted among administrative staff of the publicly owned Greek Higher Education Institutions. The research instrument uses a three-level approach on internal service quality: individual, departmental and organizational. The model was tested using exploratory and confirmatory factor analysis.
Findings
Findings reveal a five-factor structure of internal service quality by adding the factors of interdepartmental quality and the human aspect of internal service provision. Analysis of the data suggests that internal service quality is dependent on the level of responsibility of the respondent’s job.
Research limitations/implications
There is evidence that the individual internal service quality factor needs to be enhanced with more items. In addition, in order to gain generalizable results, further research should be conducted in various types of public organizations.
Originality/value
This study examines a questionnaire that evaluates internal service quality and proposes a basic five-factor model for estimating this type of service quality. It also triggers the use of internal service quality theory within public sector organizations.
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Hsieh WL, Lee YC, Huang CH, Wu HH, Weng SJ. Revisit employee satisfaction scale: a case study of the regional teaching hospital. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2019. [DOI: 10.1080/14783363.2017.1317586] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/19/2022]
Affiliation(s)
- Wan-Lin Hsieh
- Department of Industrial Engineering and Enterprise Information, Tunghai University, Taichung City, Taiwan
| | - Yii-Ching Lee
- Department of Health Business Administration, Hung Kuang University, Taichung City, Taiwan
- School of Health Policy and Management, Chung Shan Medical University, Taichung City, Taiwan
- Quality Management Center, Shanghai Changtai Medical Technology Co. Ltd., Shanghai, People’s Republic of China
| | - Chih-Hsuan Huang
- School of Business Administration, Hubei University of Economics, Wuhan City, People’s Republic of China
| | - Hsin-Hung Wu
- Department of Business Administration, National Changhua University of Education, Changhua, Taiwan
- Department of M-Commerce and Multimedia Applications, Asia University, Taichung City, Taiwan
| | - Shao-Jen Weng
- Department of Industrial Engineering and Enterprise Information, Tunghai University, Taichung City, Taiwan
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Sila I. Investigating changes in TQM’s effects on corporate social performance and financial performance over time. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2018. [DOI: 10.1080/14783363.2018.1458609] [Citation(s) in RCA: 19] [Impact Index Per Article: 3.2] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/17/2022]
Affiliation(s)
- Ismail Sila
- Faculty of Economics and Administrative Sciences, Near East University, Nicosia, North Cyprus
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Rezaei G, Mardani A, Senin AA, Wong KY, Sadeghi L, Najmi M, Shaharoun AM. Relationship between culture of excellence and organisational performance in Iranian manufacturing companies. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2018. [DOI: 10.1080/14783363.2016.1168692] [Citation(s) in RCA: 3] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/22/2022]
Affiliation(s)
- Ghasem Rezaei
- Department of Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Skudai, Malaysia
| | - Abbas Mardani
- Faculty of Management, Universiti Teknologi Malaysia (UTM), Skudai Johor, Malaysia
| | - Aslan Amat Senin
- Faculty of Management, Universiti Teknologi Malaysia (UTM), Skudai Johor, Malaysia
| | - Kuan Yew Wong
- Department of Manufacturing and Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Johor, Malaysia
| | - Laleh Sadeghi
- Young Researchers and Elite Club, Sirjan Branch, Islamic Azad University, Sirjan, Iran
| | - Manoochehr Najmi
- Faculty of Management, Sharif University of Technology, Tehran, Iran
| | - Awaluddin Mohamed Shaharoun
- Department of Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Skudai, Malaysia
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Tomaževič N, Seljak J, Aristovnik A. The interaction between occupational values and job satisfaction in an authoritative public administration organisation. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2018. [DOI: 10.1080/14783363.2016.1158078] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/22/2022]
Affiliation(s)
- Nina Tomaževič
- Faculty of Public Administration, University of Ljubljana, Gosarjeva ulica 5, 1000 Ljubljana, Slovenia
| | - Janko Seljak
- Faculty of Public Administration, University of Ljubljana, Gosarjeva ulica 5, 1000 Ljubljana, Slovenia
| | - Aleksander Aristovnik
- Faculty of Public Administration, University of Ljubljana, Gosarjeva ulica 5, 1000 Ljubljana, Slovenia
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Kalfa M. The effect of Europe Union common assessment framework on organisational commitment with role of job satisfaction. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2016. [DOI: 10.1080/14783363.2016.1233053] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/20/2022]
Affiliation(s)
- Murat Kalfa
- Department of Sports Management, Gazi University, Ankara, Turkey
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Del Río-Rama MDLC, Álvarez-García J, Saraiva M, Ramos-Pires A. Influence of quality on employee results: the case of rural accommodations in Spain. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2016. [DOI: 10.1080/14783363.2016.1150171] [Citation(s) in RCA: 3] [Impact Index Per Article: 0.4] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/22/2022]
Affiliation(s)
- María de la Cruz Del Río-Rama
- Business Organisation and Marketing, Facultad de Ciencias Empresariales y Turismo, University of Vigo, Orense, Spain
| | - José Álvarez-García
- Accounting and Financial Economy Department, Facultad de Empresa, Finanzas y Turismo, University of Extremadura, Cáceres, Spain
| | - Margarida Saraiva
- Department Margarida Saraiva: Management Department, University of Évora and BRU-UNIDE/ISCTE-IUL, Évora, Portugal
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Rezaei G, Gholami H, Shaharou ABM, Zameri Mat Saman M, Sadeghi L, Zakuan N. Shared knowledge mediated correlation between cultural excellence and organisational performance. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2015. [DOI: 10.1080/14783363.2015.1090292] [Citation(s) in RCA: 11] [Impact Index Per Article: 1.2] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/22/2022]
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Mesgari I, Kamali Miab A, Sadeghi MJ. Causal structure of the EFQM excellence model among healthcare sector: a case study in Iran. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2015. [DOI: 10.1080/14783363.2015.1105101] [Citation(s) in RCA: 6] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/22/2022]
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Gómez-López R, Serrano-Bedia AM, López-Fernández MC. Motivations for implementing TQM through the EFQM model in Spain: an empirical investigation. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2015. [DOI: 10.1080/14783363.2015.1068688] [Citation(s) in RCA: 21] [Impact Index Per Article: 2.3] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/23/2022]
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Tomaževič N, Seljak J, Aristovnik A. TQM in public administration organisations: an application of data envelopment analysis in the police service. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2015. [DOI: 10.1080/14783363.2015.1007861] [Citation(s) in RCA: 9] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/24/2022]
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13
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Masum AKM, Azad MAK, Beh LS. The role of human resource management practices in bank performance. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2015. [DOI: 10.1080/14783363.2014.1002762] [Citation(s) in RCA: 6] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/24/2022]
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