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The Relationship between the Qualities of Services Provided to the Employees and Their Ability to Serve the Customers

Author Affiliations

  • 1Department of Management, College of Humanities, Ramhormoz Branch, Islamic Azad University,Ramhormoz, IRAN
  • 2Department of Public Administration, Payame Noor University, Dorud, IRAN

Res. J. Recent Sci., Volume 4, Issue (6), Pages 67-75, June,2 (2015)


Studying the relationship between the qualities of provided services to the employees and their ability to serve the customer is this researches aim. Components of the internal services quality from the organization including “tools, communications, teaching, management suppuration, teamwork, policy and procedures, alignment of goals with rewards and gratitude” were determined as the factors which affect the employee’s service capability to the customers and then relationship between two variables (internal services component quality and capability of service) was investigated. Research methodology is descriptive, correlative kind, based on the aim and practical. The questionnaire is the data collection approach. The Cronbach's alpha method was applied to evaluate the questionnaire stability and the obtained coefficient was 0.851. 354 questionnaires were distributed among the governor organization employees, based on the sample content and Morgan table, but for statistical analysis, 317 questionnaires were returned and studied. Results of the Pearsons correlation test showed that seven components among the internal services quality components related to the serving capability dependent variable directly and meaningful, however, the policy and organization procedures wasn’t related to the serving capability significantly. Also, the results of regression test confirmed effects of relations quality, goals alignment and tools factors on the serving capability.


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