تلخیص
The current study seeks to evaluate the influence of different internal
organizational factors on Internal Service Quality (ISQ). The internal
organizational factors include; organizational learning, organizational
commitment, role stress, and internal marketing. The study focused on
the ISQ of different banks operating in Peshawar. Banks selected as
part of the population required to have more than five branches.
Stratified random sampling technique was utilized to collect the data
from different banks operating in the city of Peshawar. A total of 564
questionnaires were distributed in 80 different branches of medium and
large sized banks. 404 questionnaires were returned, the total number
of questionnaires usable for the study was 341. Results revealed that
three out of four internal organizational factors namely; organizational
commitment, role stress, and internal marketing have a significant
influence on the internal service quality while organizational learning
did not have a significant influence on the internal service quality.
Management which expects to reap benefits of service quality must
understand the need of better ISQ and should invest in the intangible
factors that have been proven to affect the tangible profits.
Khawaja Fawad Latif, Qadar Bakhsh Baloch. (2016) Which Internal Organizational Factors are contributory towards the Internal Service Quality (ISQ): A study of Banks operating in Peshawar?, Journal of Managerial Sciences, Volume 10, Issue 2.
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