importance of employee (internal customer) satisfaction in higher education
TRANSCRIPT
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8/10/2019 Importance of Employee (Internal Customer) Satisfaction in Higher Education
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Fhpmrtkcdn me Nhpgmynn (Fctnrckg Dustmhnr)
Tktfsekdtfmc fc Lf`lnr Njudktfmc
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2
Fhpmrtkcdn me Nhpgmynn (Fctnrckg Dustmhnr)
Tktfsekdtfmc fc Lf`lnr Njudktfmc
Tubhfttnj by
Ckzfsl Tmlkfg
HT HAZ - ?:?
Fcstftutn me Busfcnss & Hkck`nhnct
^cfvnrsfty me Nc`fcnnrfc` kcj Zndlcmgm`y
Gklmrn
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4
Zkbgn me Dmctncts
Kbstrkdt ................................................................................................................ :
FCZRMJ^DZFMC .................................................................................................. >
TF@CFEFDKCDN ME ZLN RNTNKRDL .................................................................... 5
TZKZNHNCZ ME ZLN _RMBGNH ......................................................................... 0
MBINDZFUNT ME ZLN TZ^JV .............................................................................. <
[^NTZFMCT ME ZLN TZ^JV ............................................................................... <
DLK_ZNR 2 ........................................................................................................ ;?
GFZNRKZ^RN RNUFNP ....................................................................................... ;?
2.; BKDA@RM^CJ ME ZLN TZ^JV ........................................................... ;?
2.2 FH_MRZKCDN ME NH_GMVNN TKZFTEKDZFMC ................................... ;>
2.4 JNZNRHFCKCZT ME NH_GMVNN TKZFTEKDZFMC ............................... ;5
2.4.; Zln fceguncdn me fctnrpnrsmckg rngktfmcslfp mc imb sktfsekdtfmc ................ ;0
2.4.2 Zln fceguncdn me jkfgy wmragmkj mc imb sktfsekdtfmc ............................... ;<
2.4.4 _ky kcj imb sktfsekdtfmc ........................................................................ ;6
2.4.: Tupnrvfsfmc kcj imb sktfsekdtfmc ......................................................... 2?
2.4. > _rmhmtfmckg mppmrtucftfns kcj imb sktfsekdtfmc ..................................... 2?
2.4.5 Dm-wmranrs kcj imb sktfsekdtfmc ......................................................... 2;
2.4.0 Imb sndurfty kcj imb sktfsekdtfmc .......................................................... 2;
2.: Tktfsekdtfmc me Kdkjnhfd Ttkee fc Lf`lnr Njudktfmc Fcstftutfmcs .................... 22
2.> Tktfsekdtfmc me Kjhfcfstrktfvn Ttkee fc Lf`lnr Njudktfmc Fcstftutfmcs ............. 24
2.5 Jfeenrncdn bntwnnc gnvng me sktfsekdtfmc khmc` Kdkjnhfd kcj KjhfcfstrktfvnTtkee 25
Dmcdgusfmc........................................................................................................... 26
Jnefcftfmcs me Fhpmrtkct tnrhs ................................................................................ 4;
Rnenrncdns............................................................................................................ 44
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Kbstrkdt
Mcn me tln hmst prmhfcnct rnksmcs emr tln suddnss me tln suddnsseug rnksmcs fs
lkppy nhpgmynns mr nhpgmynn sktfsekdtfmc. Nhpgmynns wlm slmws dmctnctnjcnss kcj
sktfsekdtfmc wftl tlnfr imb kcj wmra tlny jm tlny tncj tm stky gmc` fc tln mr`kcfzktfmcs.
Jnspftn tlfs ekdt, tlnrn kgsm nxfsts cuhbnr me dmhpkcfns mr hmrn spndfefdkggy tln sncfmr
hkck`nhnct tlkt cn`gndts tlfs fhpmrtkct ekdtmr me mr`kcfzktfmckg `rmwtl. Fc mrjnr tm
kvmfj tln lkssgn me rnlfrfc` kcj rntrkfcfc` kcj tryfc` tm rntkfc tln nhpgmynns fc tln
dmhpkcy jun tm tln pmmr fhk`n tlkt fs drnktnj fc tln hfcjsnt me tln dustmhnrs jun tm
tlnsn fctnrckg dustmhnrs, tlnc fcdrnksfc` nhpgmynn (fctnrckg dustmhnr) sktfsekdtfmc fs
jnsfrkbgn.
Zlfs stujy wks ucjnrtkanc tm jnvngmp ucjnrstkcjfc` kbmut tln rmgn me nhpgmynn
sktfsekdtfmc fc tln lf`lnr njudktfmc fcstftutfmcs me _kafstkc. Hmrnmvnr, tln jfeenrncdns
khmc` tln jfhncsfmcs bntwnnc tln kdkjnhfd kcj kjhfcfstrktfvn nhpgmynns durrnctgy
wmrafc` fc lf`lnr njudktfmc fcstftutfmcs me _kafstkc wnrn nxpgmrnj.
Zln efcjfc`s me tln stujy su``nstnj tlkt tlnrn wks rngktfvngy gmw gnvng me
sktfsekdtfmc khmc` tln kdkjnhfd stkee dmhpkrnj tm tln kjhfcfstrktfvn stkee. Kdkjnhfd
stkee lkj gmw gnvng me sktfsekdtfmc emr rngktfmcslfp wftl tln dmggnk`uns kcj dmwmranrs,
nxfsts lf`l dmhpntftfmc wftl dmggnk`uns ks dmhpkrnj tm tln kjhfcfstrktfvn stkee. Plnrnks
tln pky sktfsekdtfmc wks gmwnr emr bmtl tln `rmups. Zln jfeenrncdn bntwnnc kdkjnhfd kcj
kjhfcfstrktfvn gnvng stkee fc lf`lnr njudktfmc fcstftutfmcs wks cmt vnry sf`cfefdkct. Zlfs
hnkcs tlkt tln kjhfcfstrktfvn kcj kdkjnhfd stkee wks lf`lgy fctnrgfcanj tm nkdl mtlnr.
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>
DLK_ZNR ;
FCZRMJ^DZFMC
Zmjky, fe wn gmma kt tln hmst suddnsseug mr`kcfzktfmcs kcj kckgyzn tlnfr suddnss
ekdtmrs, cuhbnr me rnksmcs wfgg dmhn tm mur acmwgnj`n. Mcn me tln hmst prmhfcnct
rnksmcs emr tln suddnss me tln suddnsseug rnksmcs fs lkppy nhpgmynns mr nhpgmynn
sktfsekdtfmc. Nhpgmynns wlm slmws dmctnctnjcnss kcj sktfsekdtfmc wftl tlnfr imb kcj
wmra tlny jm tlny tncj tm stky gmc` fc tln mr`kcfzktfmcs. Zlfs gnkjs tm tln gmwnr turcmvnr
rktn fc tln mr`kcfzktfmc wlfdl fs k pmsftfvn sf`c ks k wlmgn. Zlfs gmwnr nhpgmynn turcmvnr
rktn fs jun tm tln gmykgty me nhpgmynns, fctnrckg dustmhnrs, fcdrnksfc` tlnfr fctnrnst fc
tlnfr imbs kcj hktdlfc` tln rnqufrnhncts me tln mr`kcfzktfmc tm kttkfc tln snt mbindtfvns.
Ukrfmus hkck`nhnct strktn`fns, ks slmwc by tln stujfns, dkc bn nhpgmynj tm
fcdrnksn tln gnvng me imb sktfsekdtfmc me tln nhpgmynns fc mrjnr tm fhprmvn tln
prmjudtfvfty me tln nhpgmynns kcj tln neefdfncdy me tln mr`kcfzktfmc mvnrkgg (Eyen, 2?;:).
Zmjky cuhbnrs me hmjnrc mr`kcfzktfmcs krn snrfmus tmwkrj fcdrnksfc` tln nhpgmynn
gmykgty kcj dmhhfthnct kcj tlnrnemrn krn usfc` tlnsn hkck`nhnct strktn`fns kcj krn
suddnsseuggy gmmafc` ketnr tlnfr nhpgmynns wlfdl cmt mcgy fcdrnksn tln nhpgmynn gmykgty
but kgsm `fvn ekctkstfd `kfcs.
Jnspftn tlnsn ekdts, tlnrn kgsm nxfsts cuhbnr me dmhpkcfns mr hmrn spndfefdkggy
tln sncfmr hkck`nhnct tlkt cn`gndts tlfs fhpmrtkct ekdtmr me mr`kcfzktfmckg `rmwtl. Zlfs
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cn`gndtnj bnlkvfmr rnsugts tlnh (sncfmr hkck`nhnct) fc lu`n dmsts rngktnj tm rnlfrfc`, rn
trkfcfc` me nhpgmynns kcj jnvngmpfc` tlnfr safggs snt tm pnremrh spndfefd tksas kcj mtlnr
mppmrtucfty dmsts jun tm tln prnvkfgfc` dugturn me sudl kc mr`kcfzktfmc wlnrn nhpgmynns
imfc kcj gnkvn ernqunctgy jun tm nhpgmynn imb uc-sktfsekdtfmc.
Fc mrjnr tm kvmfj kgg tlfs lkssgn me rnlfrfc` kcj rntrkfcfc` kcj tryfc` tm rntkfc tln
nhpgmynns fc tln dmhpkcy jun tm tln pmmr fhk`n tlkt fs drnktnj fc tln hfcjsnt me tln
dustmhnrs jun tm tlnsn fctnrckg dustmhnrs, tlnc fcdrnksfc` nhpgmynn (fctnrckg dustmhnr)
sktfsekdtfmc fs jnsfrkbgn. Zlnrn krn cuhbnr me wkys me jmfc` tlfs kcj jfeenrnct kpprmkdlns
dkc bn nxpnrfhnctnj uctfg tln bnst suftnj eft fs fjnctfefnj.
TF@CFEFDKCDN ME ZLN RNTNKRDL
Tfcdn tln nhpgmynn sktfsekdtfmc pgkys vnry drudfkg rmgn fc tln `rmwtl me tln
dmhpkcy, ft fs, tlnrnemrn, fhpmrtkct emr kgg tln mr`kcfzktfmcs tm ucjnrstkcj tlfs kcj nxpgmfttlfs ekdtmr tm bncneft bmtl tlnfr nhpgmynns kcj tlnhsngvns. Hkcy gkr`n mr`kcfzktfmcs gfan
@mm`gn Fcd. krn nc`k`nj fc neendtfvn nhpgmynn jnvngmphnct prm`rkhhns tlkt krn
bmmstfc` tln nhpgmynn hmtfvktfmc gnvng kcj tlnfr hmrkgn ks wngg. Zlnsn prm`rkhs
fcdrnksn tln nhpgmynn dmhhfthnct tmwkrjs tln mr`kcfzktfmc by fcdrnksfc` tlnfr gnvng me
sktfsekdtfmc kt wmra.
Lkppy nhpgmynns mr sktfsefnj nhpgmynns krn tln kssnts me kc mr`kcfzktfmc. Zln
hmrn sktfsefnj tlny `nt, tln bnttnr tlnfr pnremrhkcdn `nts (fhprmvns) kcj mvnrkgg prmdnss
gnkjs tm tln fcdrnksnj sktfsekdtfmc me tln nxtnrckg dustmhnrs. Zlfs dgnkrgy fcjfdktns tlkt tln
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fctnrckg dustmhnrs sktfsekdtfmc fs smhnlmw rngktnj tm tln sktfsekdtfmc k dmhpkcy kfhs tm
prmvfjn tm tlnfr nxtnrckg dustmhnrs by sktfseyfc` tlnfr cnnjs kcj wkcts. Zlfs ckvf`ktns tm
tln ekdt tlkt tln nhpgmynn sktfsekdtfmc fs vnry fhpmrtkct emr kcy mr`kcfzktfmc.
Zlfs rnsnkrdl wfgg bn ucjnrtkanc tm jnvngmp ucjnrstkcjfc` kbmut tln rmgn me
nhpgmynn sktfsekdtfmc fc tln lf`lnr njudktfmc fcstftutfmcs me _kafstkc. Hmrnmvnr, tlfs
rnsnkrdl wfgg bn bncnefdfkg fc nxpgmrfc` tln jfeenrncdns khmc` tln jfhncsfmcs bntwnnc
tln kdkjnhfd kcj kjhfcfstrktfvn nhpgmynns durrnctgy wmrafc` fc lf`lnr njudktfmc
fcstftutfmcs me _kafstkc.
Zlfs stujy wfgg bn fhpmrtkct fc tlfs rn`krj tlkt ft wfgg cmt mcgy fjnctfey tln
jntnrhfckcts kcj jfeenrnctfktn khmc` tln sktfsekdtfmc jfhncsfmcs me jfeenrnct pnmpgn fc
lf`lnr njudktfmc fcstftutfmcs but wfgg kgsm prnsnct tln pgktemrh tm tln lf`lnr njudktfmc
fcstftutfmcs tm ucjnrstkcj tln cnnjs kcj wkcts me tln fctnrckg dustmhnrs (tlnfr nhpgmynns)
wlntlnr wmrafc` fc kdkjnhfds mr fc kjhfcfstrktfmc kcj wlkt hkans tlnh lkppy.
Hmrnmvnr, tlfs rnsnkrdl wfgg lngp tm fhprmvn tlnsn fcstftutfmcs prmdnssns, eucdtfmcs,
pmgfdfns ntd. tm `nt hkxfhuh bncneft mut me tln fhprmvnj nhpgmynn pnremrhkcdn tlrmu`l
fcdrnksnj gnvng me imb sktfsekdtfmc, gmykgty kcj dmhhfthnct.
TZKZNHNCZ ME ZLN _RMBGNH
Zln stujy wfgg bn dmcjudtnj tm nxpgmrn tln jfeenrncdns fc sktfsekdtfmc jfhncsfmc
khmc` tln nhpgmynns me lf`lnr njudktfmc fcstftutfmcs kcj tln rmgn me nhpgmynn
sktfsekdtfmc emr tlnfr pnremrhkcdn fc lf`lnr njudktfmc fcstftutfmcs wfgg bn fjnctfefnj. Zlus
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. Lmw nhpgmynn sktfsekdtfmc dkc keendt tln pnremrhkcdn me kjhfcfstrktfvn gnvng
nhpgmynns me LNF=
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5. Plkt fs tln rngktfmc bntwnnc tln kdkjnhfd kcj kjhfcfstrktfvn gnvng nhpgmynn
sktfsekdtfmc fc LNF=
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;?
DLK_ZNR 2
GFZNRKZ^RN RNUFNP
2.; BKDA@RM^CJ ME ZLN TZ^JV
Zmjky tln cnw pkrkjf`hs krn snt by vkrfmus hkck`nhnct kpprmkdlns wlnrn tln
mr`kcfzktfmcs snna dmctfcumus rnsnkrdl kcj jnvngmphnct by pgkdfc` nhplksfs mc tln
luhkc ekdtmr fc tln ermct ncj. Zlfs luhkc ekdtmr fs vnry fhpmrtkct bndkusn tln
mr`kcfzktfmcs krn hkjn up me pnmpgn kcj pnmpgn hnnt pnmpgn tm fctrmjudn, meenr, sngg tln
prmjudts mr snrvfdns tlnfr mr`kcfzktfmcs hkan kcj fctncj tm emstnr k gmc` tnrh
rngktfmcslfp. Tfcdn tlnsn mr`kcfzktfmcs dkc `rmw kcj emstnr bksnj mc tlnsn luhkc
rnsmurdns kcj mc tlnfr vfnws, bnlkvfmrs, kttftujns kcj pnrdnptfmcs, tlnrn fs k rkpfj
fcdrnksn fc tln cuhbnr me stujfns rngktnj tm nhpgmynn sktfsekdtfmc krn bnfc` ucjnrtkanc
by tln rnsnkrdlnrs tm ucjnrstkcj tlnsn ekdtmrs (Ausau, 2??4).
Zlnrn fs cm sfc`gn mr ucfvnrskg jnefcftfmc me nhpgmynn imb sktfsekdtfmc but nxfst
cuhbnr me jnefcftfmcs me tlfs dmcdnpt fc tln gftnrkturn tlkt slkrn dmhhmc tlnhn. Jfeenrnct
kutlmrs lkvn jfeenrnct vfnws kbmut jnefcfc` tlfs dmcdnpt. Mcn me tln hmst wngg acmwc
rnsnkrdlnrs fc tlfs efngj, Gmdan (;605) jnefcns tln dmcdnpt me imb sktfsekdtfmc ks k
pgnksurkbgn mr pmsftfvn nhmtfmckg stktn rnsugtfc` ermh tln kpprkfskg me mcn s imb mr imb
nxpnrfncdns. Lfs jnefcftfmc fs wfjngy usnj fc tln mr`kcfzktfmcs. Gmdan trfnj tm
jfeenrnctfktn tln sfhfgkr dmcdnpts gfan imb fcvmgvnhnct kcj hmrkgn me nhpgmynns wftl tlfs
dmcdnpt me nhpgmynn sktfsekdtfmc. Ln dgkrfefnj lfs vfnws by stktfc` sktfsekdtfmc ks k bksn
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;;
gfcn me hnksurn me pkst mr prnsnct nxpnrfncdns kt imb. Zln sktfsekdtfmc me nhpgmynn fs
nvkguktnj mc tln bksfs me fcjfvfjukg kssnsshncts fcstnkj me kpprkfskg me tln `rmup me
pnmpgn.
C`ucf, Tgnn`nrs, kcj Jncnssnc (2??5) jnefcnj tln dmcdnpt ks k rnsugt me imb
pmsftfvn imb nxpnrfncdns me kc fcjfvfjukg kcj tln ekdfgftktfc` emrdn me imb vkguns. Gutlkcs
(;66:) jnefcns tln dmcdnpt ks kc kttftujn bufgjfc` dmcdnpt emr kc fcjfvfjukg tmwkrjs lfs mr
lnr imb kcj tln prnvkfgfc` dmcjftfmcs kt wmrapgkdn. Zlfs dmcdnpt wks eurtlnr rnefcnj by
Tpndtmr (;660) ks k dmcstftunct me kc kttftujfckg vkrfkbgn tlkt hnksurns tln bnlkvfmrskbmut lmw mcn enngs kt lfs mr lnr imb ks wngg ks tln mtlnr rngktnj ekdtmrs.
Zln ckturn me imb kcj tln gnvng me prnssurn ekdnj by tln nhpgmynns lkvn jrkstfd
fhpkdt mc tln gnvng me nhpgmynn sktfsekdtfmc. Amsgmwsay kcj Arkusz (2??2) nxpgkfcnj
tlkt tln rnspmcsfbfgftfns kt wmrapgkdn hky bn vnry jnhkcjfc` emr tln nhpgmynns tm lkcjgn
mr ft hky bn mvnr wlnghfc` emr tln nhpgmynns. Zlfs prnssurn hky gnkj tln nhpgmynn tm
snna kcmtlnr pmsftfmc tlkt cmt mcgy bncneft lfh efckcdfkggy but kgsm fhprmvn tln wmrafc`
dmcjftfmcs kcj tln imb jnsdrfptfmc hky bn bnttnr suftnj emr lfs mr lnr dkpkbfgftfns tlus
fcdrnksfc` tln fcftfkg rktn me nhpgmynn turcmvnr fc tln mr`kcfzktfmcs.
Zln nhpgmynn sktfsekdtfmc lks cuhbnr me dmhpmcncts. _nrdnptfmc me kc fcjfvfjukg
tlkt dmhns ermh tln nxpnrfncdn fs mcn me fts any dmhpmcncts (Ttkpgns ;66
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;2
cuhbnr me hmjngs bksnj mc tln nhpgmynn sktfsekdtfmc. Imsnpl nt kg. ( 2??>) nxpgkfcnj tlkt
tlnsn hmjngs me sktfsekdtfmc efcj tln pnrdnfvnj gnvng me nxpndtktfmcs me fcjfvfjukgs krn
bksnj mc tlnfr nxpndtktfmcs me qukgfty me k snrvfdn. Fe tln qukgfty hnnt tln snt stkcjkrjs me
fcjfvfjukg, tlnc tlnsn pnmpgn wfgg bn dmcsfjnrnj sktfsefnj. Mc tln dmctrkry, fe tln snrvfdn
meenrnj fs bngmw tln prnjfdtnj mr jnsfrnj gnvng me nxpndtktfmcs tlnc tln fcjfvfjukg hf`lt
lkvn gmw gnvng mr sktfsekdtfmc mr cm sktfsekdtfmc kt kgg. Kcmtlnr fhpmrtkct dmhpmcnct me
nhpgmynn sktfsekdtfmc fs wlkt fs jnsfrnj fs mbtkfcnj fc kjjftfmc tm tln pnrdnfvnj
nxpndtktfmcs (Ttkpgns ;66
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;4
kbsnctnnfsh kcj tln mr`kcfzktfmckg dftfzncslfp. ^cjnrstkcjfc` tlnsn ekdtmrs krn drudfkg tm
nclkcdn tln lkppfcnss me tln nhpgmynns ks ft fs fcvmgvnj fc tln nhpgmynn sktfsekdtfmc
(Tpndtmr, ;6601 Mapkrk, Tqufggkdn & Nrmcju, 2??>).
_gktsfjmu & Jfkhkctmpmugmu (2??6) cmtnj tlkt hmst me tln rnsnkrdlns fc tln efngj
me nhpgmynn sktfsekdtfmc krn jmcn fc tln pnrspndtfvn me mr`kcfzktfmckg snttfc` kcj emr
fcjustrfkg busfcnssns. Rndnctgy, tlnrn fs k dlkc`n fc pnrspndtfvn kcj vkrfmus rnsnkrdlnrs
lkvn slfetnj tlnfr emdus ermh busfcnssns kcj fcjustrfns tmwkrjs tln stujfns rngktnj tm
sktfsekdtfmc me nhpgmynns fc tln lf`lnr njudktfmc pnrspndtfvn (Uumc` & Jumc`, 2?;4).Tnvnrkg stujfns lkvn bnnc ucjnrtkanc tm nxkhfcn tln gnvng me imb sktfsekdtfmc khmc` tln
nhpgmynns me lf`lnr njudktfmc fcstftutfmcs me jfeenrnct jnvngmpfc` dmuctrfns but tlnrn stfgg
nxfsts `kp fc tln gftnrkturn wlfdl fs rnqufrnj tm bn efggnj (Tsnskc`k & @krrntt, 2??>1
Nyupm`gu & Tkcnr, 2??6).
Zlnrn krn hkfcgy twm brmkj dktn`mrfns me nhpgmynns wmrafc` fc tln lf`lnr
njudktfmc fcstftutfmcs. Zlnsn dktn`mrfns krn kdkjnhfd stkee tlkt fs hkfcgy rnspmcsfbgn emr
tln tnkdlfc` kcj rnsnkrdl kdtfvftfns me tln fcstftutfmcs kcj tln mtlnr fs kjhfcfstrktfvn stkee
tlkt fs `ncnrkggy tln suppmrt prmvfjnrs emr tln kdkjnhfd stkee fc tlnfr rnsnkrdl kcj
tnkdlfc` kdtfvftfns. Zln imb jnsdrfptfmc kcj tln jutfns pnremrhnj by tlnsn twm dktn`mrfns
krn jfeenrnct1 tlnrnemrn tln nxpndtktfmcs ermh tlnfr imbs kcj tln fcstftutfmc krn nxtrnhngy
jfeenrnct. Zln nvkguktfmc me imb rnqufrnhncts kcj tln jnsdrfptfmc me wmra emr bmtl tln
dktn`mrfns cnnj tm bn jmcn mc jfeenrnct `rmucjs mr bksn gfcns mtlnrwfsn tln rnsugts wmugj
cmt bn rktfmckg (Ausau, 2??4).
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;:
Zln sktfsekdtfmc me nhpgmynns wmrafc` fc tln kdkjnhfd sndtmr me lf`lnr njudktfmc
fcstftutfmcs fs `rnktgy keendtnj by tln cuhbnr me vkrfkbgns tlkt nxfsts kt fcstftutfmckg gnvng.
Zlnsn vkrfkbgns fcdgujn tln typn me gnkjnrslfp bnfc` emggmwnj kt tln fcstftutfmc, tln
rngktfmcslfp bntwnnc tln stujnct kcj tln fcstftutfmc, tln dgfhktn kcj tln dugturn me tln
fcstftutfmc ntd. (@rucwkgj & _ntnrsmc, 2??41 Lk`njmrc, 2???1 Ylmu & Umgawnfc, 2??:).
Kdkjnhfd stkee mr tln gndturnrs lkvn tlnfr mwc snt me prfmrftfns bksnj mc tlnfr
prmenssfmc, mddupktfmc mr pnrsmckg fctnrnsts fc rngktfmc tm tlnfr mr`kcfzktfmcs mr
ucfvnrsftfns. Zlnsn fctnrnsts hky fcdgujn tlnfr ernnjmh tm dlmmsn tln hntlmj me
jngfvnrfc` gndturn, hkan jndfsfmcs kbmut tln durrfduguh kcj tln rnsnkrdl k`ncjk. Dlnc,
Vkc`, Tlfku kcj Pkc` (2??5) stktnj tlkt tln sktfsekdtfmc tln njudktmrs me jfeenrnct
njudktfmckg fcstftutfmcs `kfc ermh tln wmra tlny jm kcj tln ncvfrmchnct tlny meenr tlnfr
snrvfdns gnkjs tm tln lf`l njudktfmc stkcjkrjs kcj tln qukgfty me rnsnkrdl. Thftl (2??0)
suppmrtnj tlfs efcjfc` kcj lf`lgf`ltnj tlkt tln tnkdlfc` fs mcn me tln hmst sktfseyfc`
prmenssfmcs me tln pnmpgn wlm pursun drnktfvfty. Zln dmrcnrstmcn me k suddnsseug
njudktfmc systnh fs tln lf`l qukgfty gndturnr kcj tln lf`l qukgfty gndturnrs krn metnc tlmsn
wlm lkvn lf`l imb sktfsekdtfmc.
Zlnrn fs vnry gfhftnj cuhbnr me stujfns dmcjudtnj fc tln efngj me lf`lnr njudktfmc
fcstftutfmcs tm hnksurn tln gnvng me nhpgmynn sktfsekdtfmc. Hmst me tlnsn stujfns krn bksnj
mc tln jntnrhfckcts me tln nhpgmynn sktfsekdtfmc mcgy. Plnrnks tlnrn fs jfrn cnnj tm `m
bnymcj tln jntnrhfckcts tmwkrjs tln nxkhfcktfmc me jfeenrncdns kcj wlkt rmgn nhpgmynn
sktfsekdtfmc pgkys fc tln kdlfnvnhnct me `mkgs fc tln lf`lnr njudktfmc systnh fc tln
jnvngmpfc` dmuctrfns hkfcgy fc _kafstkc. Lncdn tlfs stujy wfgg bn nxpgmrfc` tln
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jfeenrncdns fc sktfsekdtfmc jfhncsfmcs bntwnnc tln kdkjnhfd kcj kjhfcfstrktfvn
nhpgmynns fc lf`lnr njudktfmc fcstftutfmcs (LNF) fc k jnvngmpfc` dmuctry, _kafstkc.
Hmrnmvnr tlfs stujy wfgg dmctrfbutn tm fjnctfey tln rmgn me nhpgmynn sktfsekdtfmc emr tlnfr
pnremrhkcdn fc lf`lnr njudktfmc. Zln efcjfc`s me tlfs stujy wfgg dmctrfbutn tm efgg tln
nxfstfc` `kp fc tln gftnrkturn me jnvngmpfc` dmuctrfns nspndfkggy wftl rnenrncdn tm
_kafstkc.
2.2 FH_MRZKCDN ME NH_GMVNN TKZFTEKDZFMC
Zln nhpgmynn sktfsekdtfmc dmcdnpt lks bnnc k vnry lmt tmpfd emr tln rnsnkrdlnrs
kcj fc prkdtfdn pnmpgn emr mvnr cnkrgy efvn jndkjns (@rnksgny, nt. kg., 2??>) kcj tlfs
dmcdnpt pgkys drftfdkg rmgn fc tln pnremrhkcdn me mr`kcfzktfmcs. Zln fhpmrtkcdn me tlfs
dmcdnpt lks bnnc strnssnj by cuhbnr me hkck`nhnct `urus kcj tln rnsnkrdl sdlmgkrs fc
tlnfr rnsnkrdlns kcj nxpnrfncdns. Kgsm fc fceguncdfc` tln pnremrhkcdn me tln mr`kcfzktfmc
fs ks hudl fhpmrtkct ks tln sktfsekdtfmc prmvfjnj tm tln ncj dustmhnrs (Dlnc, nt. kg .,
2??5).
Ft fs k hugtf jfhncsfmckg kcj fctnr jfsdfpgfckry dmcdnpt tlkt lks kttrkdtnj tln
kttnctfmc me tln sdlmgkrs kcj prkdtftfmcnrs ermh vkst jfsdfpgfcns fcdgujfc` luhkc rnsmurdn
hkck`nhnct, psydlmgm`y, mr`kcfzktfmckg bnlkvfmr kcj sm emrtl. Gucj (2??4) fcjfdktnj
tlkt tlnrn krn gkr`n cuhbnr me stujfns prnsnct fc tln gftnrkturn tlkt kckgyzns tln dmcdnpt me
nhpgmynn sktfsekdtfmc ermh jfeenrnct pnrspndtfvns kcj fts rngktfmc wftl tln mtlnr vkrfkbgns
wftlfc tln mr`kcfzktfmc. Zlnrn nxfst sm hkcy jfhncsfmcs tm tlfs dmcdnpt tlkt tlnrn fs cm
sfc`gn ucfvnrskg jnefcftfmc tlkt dkc nxpmsn kgg me tlmsn kt mcn tfhn (Bnrckg, nt. kg, 2??>).
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imb sktfsekdtfmc me nhpgmynns fc tln jfeenrnct fcjustrfns me Hkgkysfk. Zlnfr efcjfc`s
fcjfdtnj cuhbnr me jntnrhfckcts tlkt keendt tln nhpgmynn sktfsekdtfmc gnvng kt imb
fcdgujfc` tln trust emr tlnfr wmrapgkdn, tnkhwmra, tln dugturn prnvkfgfc` kt mr`kcfzktfmc
kc kcj tln emdus tmwkrjs tln dustmhnrs ntd wnrn pmsftfvngy rngktnj wftl tln nhpgmynns
imb sktfsekdtfmc. Kcmtlnr rnsnkrdl fcjfdktnj tlkt wmra gmkj, tksa vkrfnty, wmra pgkdn
ncvfrmchnct, tln wmrafc` dmcjftfmcs, tfhfc`, skgkry, rngktfmcslfp wftl tln supnrvfsmrs kcj
dmggnk`uns ntd lkvn fhpkdt mc tln nhpgmynn sktfsekdtfmc. Zln efcjfc` me tlfs stujy
dmcefrhnj tln pmsftfvn dmrrngktfmc khmc` tlnsn vkrfkbgns kcj tln nhpgmynn imb
sktfsekdtfmc (Rmngnc, Ammphkcs & @rmmtlmee, 2??
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;) su``nstnj cuhbnr me jntnrhfckcts me
nhpgmynn imb sktfsekdtfmcs. Zln hkfc khmc` tlnh krn pky, wmra, prmhmtfmc, supnrvfsfmc
kcj enggmw wmranrs rnspndtfvngy.
2.4.4 _ky kcj imb sktfsekdtfmc
Zln pky mr rnhucnrktfmc `fvnc tm tln nhpgmynn fs k bksfd ekdtmr fc tln nhpgmynn
sktfsekdtfmc emr nvnry typn me nhpgmynn wlntlnr fc pubgfd mr prfvktn sndtmr kcj fc shkgg,
hnjfuh kcj gkr`n mr`kcfzktfmc. Lmwnvnr, tlnrn stfgg nxfsts `kp fc tln gftnrkturn kbmutwlntlnr tln pky pgkys kcy sf`cfefdkct rmgn fc tln nhpgmynn sktfsekdtfmc (Alkgfj, Frslkj &
Hnlhmmj, 2?;;). _ky, meenrnj tm tln nhpgmynns, kgmcn dkc trf``nr tln sktfsekdtfmc me
nhpgmynns mr tln mtlnr wky krmucj but tlnrn fs k gkda me nhpfrfdkg nvfjncdn fc tln
gftnrkturn tm fcjfdktn ft (Bkssntt, ;66:). Plnrnks tlnrn nxfsts sf`cfefdkct rngktfmcslfp
bntwnnc tln gnvng me sktfsekdtfmc me nhpgmynns kcj tln pky, rkcas kssf`cnj tm tlnh ks pnr
tln stujy dmcjudtnj by Mslk`bnhf (2???). Kgsm tln stujy dmcjudtnj kt Hksskdlusntts
lf`lnr njudktfmc fcstftutfmcs su``nstnj tlkt tln skgkry pkdak`n kcj prmenssfmckg
jnvngmphnct me tln nhpgmynns krn khmc` tln hmst fhpmrtkct ekdtmrs rngktnj tm tln
nhpgmynn sktfsekdtfmc (@rkdn & Alkgsk, 2??4).
Zlnrn nxfst hfxnj vfnws kbmut tln rmgn me pky wftl tln sktfsekdtfmc me nhpgmynns.
Zln survny dmcjudtnj fc ;66< by Vmuc` kcj lfs enggmw rnsnkrdlnrs emucj cm sf`cfefdkct
rngktfmcslfp bntwnnc pky kcj sktfsekdtfmc. Tfhfgkrgy tln sktfsekdtfmc me nhpgmynns fs
wnkagy kssmdfktnj wftl tln pky kcj mtlnr bncnefts (Brkfckrj, 2??>).
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2?
2.4.: Tupnrvfsfmc kcj imb sktfsekdtfmc
Zlnrn nxfsts pmsftfvn rngktfmcslfp bntwnnc tln sktfsefnj nhpgmynn kcj tln
supnrvfsmrs. Zln supnrvfsfmc lks vnry sf`cfefdkct rmgn fc tln imb sktfsekdtfmc fc tnrhs me
prmvfjfc` nhmtfmckg suppmrt tm tln nhpgmynns kcj tln `ufjkcdn fc tndlcfdkg hkttnrs
(_ntnrsmc nt kg., 2??41 Rmbbfcs nt kg., 2??4).
Zln supnrvfsmrs kgsm dmctrfbutn tm tln hmrkgn bufgjfc` me tln nhpgmynns kcj tlnfr
bnlkvfmr lks strmc` fhpkdt mc tln imb sktfsekdtfmc. Hmrnmvnr, tln supnrvfsmrs lkvfc`
jnhmdrktfd stygn hky lkvn sktfsefnj nhpgmynns tlkc tln pnmpgn wftl kutmdrktfd stygn.
Zlny kgsm brfc` emrtl tln luhkc sfjn me tln wmra kcj dmctrfbutn tm tln gnvng me nhpgmynn
imb sktfsekdtfmc (Alkgfj, Frslkj & Hnlhmmj, 2?;;).
2.4. > _rmhmtfmckg mppmrtucftfns kcj imb sktfsekdtfmc
Hkcy rnsnkrdlnrs krn me tln vfnw tlkt tln prmhmtfmckg mppmrtucftfns krn strmc`
jntnrhfckct me tln nhpgmynn imb sktfsekdtfmc (_ntnrsmc nt kg., 2??4). Zlfs mpfcfmc wks
suppmrtnj by tln rnsnkrdl tlkt su``nstnj tlkt tlnrn nxfsts pmsftfvn kcj sf`cfefdkct
rngktfmcslfp bntwnnc tln sktfsekdtfmc kcj prmhmtfmc mppmrtucftfns me tln nhpgmynns.
Hmrnmvnr, wlnc tlnrn krn gfhftnj mppmrtucftfns me `rmwtl mr prmhmtfmc kvkfgkbgn emr tln
nhpgmynns, tlny gfan tm swftdl ermh tlnfr imbs (Nggfdasmc & Gm`sjmc, 2??21 Jkvfj &
Pnssmc, 2??;).
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2;
2.4.5 Dm-wmranrs kcj imb sktfsekdtfmc
Arnftcnr kcj Afcfdaf (2??;) su``nstnj tlkt erfncjgy kcj dmggkbmrktfc` dmggnk`uns
dkc fcdrnksn tln gnvng me nhpgmynn imb sktfsekdtfmc. Kddmrjfc` tm Hkjfsmc (2???), tln
nhpgmynns wlm jm cmt `nt kpprmprfktn suppmrt kcj dmggkbmrktfmc ermh tlnfr dm wmranrs
tlny krn hmrn gfangy tm bn tln uclkppy mr jfssktfsefnj nhpgmynns fc tln mr`kcfzktfmc.
_msftfvn rngktfmcslfp me nhpgmynns wftl tlnfr dmggnk`uns cmt mcgy nclkcdns tlnfr
sktfsekdtfmc gnvng but kgsm yfngjs sf`cfefdkct neendts kcj dmrrngktfmc mc tlnfr gnvng me
sktfsekdtfmc (Bnrtk, 2??>1 Alkgfj, Frslkj & Hnlhmmj, 2?;;).
2.4.0 Imb sndurfty kcj imb sktfsekdtfmc
Ttujy fcjfdktnj tlkt tln pnmpgn wmrafc` fc pubgfd sndtmr enng hmrn imb sndurfty
tlkc tlnfr dmuctnrpkrts fc prfvktn sndtmr mr`kcfzktfmcs (Alkgfj & Frslkj, 2?;?). Ukrfmus
rnsnkrdlnrs fcjfdktnj tlkt tln fcdrnksnj imb sndurfty dkc gnkj tm tln `rnktnr dmhhfthnct
me nhpgmynns tmwkrjs tlnfr mr`kcfzktfmcs (Hmrrfs nt kg., ;6641 Fvnrsmc, ;665).
Zln stujy kgsm rnvnkgnj tlkt tln imb sndurfty lks sf`cfefdkct fhpkdt mc tln
kttftujns me nhpgmynns wlfdl kgsm rnsugts mc tlnfr mr`kcfzktfmckg dmhhfthnct kcj
pnremrhkcdn. Hmrnmvnr imb fcsndurfty dkc lkvn kjvnrsn keendts mc tln nhpgmynn
dmhhfthnct kcj tln gnvng me imb sktfsekdtfmc me nhpgmynns (Alkgfj, Frslkj & Hnlhmmj,
2?;;).
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ntd. (Dlnc nt kg., 2??51 Tsn`kc`k & @krrntt, 2??>). Zlnrn nxfsts pmsftfvn kcj sf`cfefdkct
rngktfmcslfp bntwnnc tln pky bncnefts, tln rngktfmcslfp khmc` tln dmwmranrs me kdkjnhfd
stkee kcj tlnrn wks pmsftfvn kcj fcsf`cfefdkct rngktfmc bntwnnc tln kdkjnhfd sktfsekdtfmc
kcj tln wmrafc` dmcjftfmcs me tlnfr fcstftutfmcs (@fgg & Klhkj, 2??6).
Ukrfmus rnsnkrdlnrs fcjfdktnj tlkt tln tfhn prnssurn kcj wmrafc` lmurs kgsm lks
sf`cfefdkct fhpkdt mc tln gnvng me sktfsekdtfmc mr jfssktfsekdtfmc me tln nhpgmynns. Zlnfr
stujy efcjfc`s su``nstnj tlkt tln kdkjnhfd stkee mr ekdugty wnrn vnry jfssktfsefnj wftl tln
wmragmkj wftl tln fcdrnksnj cuhbnr me wmrafc` lmurs (Ikdmbs & Pfcsgmw, 2??:). Zlfsefcjfc` wks suppmrtnj by cuhbnr me rnsnkrdlnrs wlm emucj tln wmra mvnrgmkj lks
cn`ktfvn sf`cfefdkct fhpkdt mc tln gnvng me nhpgmynn sktfsekdtfmc fc kdkjnhfds (Kgtke &
Kwkc, 2?;;1 Kwkc` & Klhkj, 2?;?)
Kcmtlnr rnsnkrdl su``nstnj tlkt tln gnvng me sktfsekdtfmc me ekdugty hnhbnrs
vkrfns wftl tlnfr imb jnsdrfptfmc, rkcas, snrvfdn gnc`tl, kcj `ncjnr. Hmrnmvnr, tln mvnrkgg
imb sktfsekdtfmc fs fceguncdnj by tln tncurn, rkca kcj ekdugty bnlkvfmr tmwkrjs tln
tnkdlfc`, rnsnkrdl, rndm`cftfmc, kjhfcfstrktfvn suppmrt kcj dmhpncsktfmc (Ikdmbs &
Pfcsgmw, 2??:1 K`ufrrn, 2???1 Bmwnr, 2??21 Erksnr & Lmj`n, 2???1 Lk`njmrc, ;6651
Rmssnr, 2??:, 2??>).
2.> Tktfsekdtfmc me Kjhfcfstrktfvn Ttkee fc Lf`lnr Njudktfmc Fcstftutfmcs
Nhpgmynns pgky drftfdkg rmgn fc tln suddnss me lf`lnr njudktfmc sndtmr. Zlnfr
sktfsekdtfmc fs vnry fhpmrtkct emr tln ucfvnrsftfns tm rnkdl tlnfr qukgfty stkcjkrjs kcj
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2>
me tln ucfvnrsftfns mc tlnfr rnsmurdns tlkt fs tlnfr stkee (Iuwklnnr kcj Cucamm, 2?;?1
Imlcsruj, 2??2).
Jnspftn tlfs ekdt vnry enw fcstftutfmcs krn tkafc` fcftfktfvns tm ksdnrtkfc tln
nhpgmynn jnvngmphnct wlfdl fcdrnksns tln imb strnss kcj jfssktfsekdtfmc khmc` tlnsn
nhpgmynns (Imlcsruj, 2??2). Iuwklnnr kcj Cucamm (2?;?) kssnrtnj tln fhpmrtkcdn me
nhpgmynn jnvngmphnct fc tlnfr stujy kcj stktnj tlkt tln ucjnrstkcjfc` me sudl sdnckrfm
by tln ucfvnrsfty kjhfcfstrktmrs fs vnry fhpmrtkct ks tlny pgky vnry fhpmrtkct rmgn fc tln
prmdnss me rndrufthnct, nhpgmynn rntnctfmc, trkfcfc`, qukgfty tnkdlfc`, stujnct gnkrcfc`kcj mvnrkgg pnremrhkcdn me tlnsn lf`lnr njudktfmc fcstftutfmcs.
Hkcy lf`lnr njudktfmc fcstftutfmcs krn cmw nhpgmyfc` tln jfeenrnct hkck`nhnct
kpprmkdlns, jun tm tln fcdrnksnj nxtnrckg prnssurns mc hkfctkfcfc` tln qukgfty stkcjkrjs
wlfdl dkc mcgy bn kttkfcnj tlrmu`l qukgfty tnkdlfc` kcj kjhfcfstrktfvn stkee, tm fhprmvn
tln mr`kcfzktfmckg `mvnrckcdn systnh kcj tlnfr strudturn. Zlnfr kjkptktfmc tm tln gktnst
hntlmjs fs vfsfbgn by tlnfr prfhkry prkdtfdfc` me hkck`nhnct tmmgs gfan pnremrhkcdn
hkck`nhnct systnh (_HT). Emr nxkhpgn, Bkrckb & Rfddkbmcf (2??0) rngktnj tln
jyckhfd usn me _HT emr tlnfr kdkjnhfd stkee, rnsnkrdl ucfts kcj hkck`nhnct. Zlnsn
dlkc`ns fc hkck`nhnct stygns lks emrdnj tlnsn fcstftutfmcs tm efcj tln bnst wky tm
hkck`n tlnfr rnsmurdns1 kdkjnhfds kcj stkee (_kranr, 2?;;). Zlfs fcdrnksnj nhplksfs mc
tln sktfsekdtfmc me nhpgmynns fc lf`lnr njudktfmc fcstftutfmcs fs hmtfvktnj by tln
mpnrktfmckg ckturn me wmra kcj tln buj`ntkry rnqufrnhncts fc tlnsn fcstftutfmcs wlfdl krn
jmhfcktnj by tln nxpncsns mc kdkjnhfd jnvngmphnct. ft fs tlnc nxpndtnj tlkt tln imb
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sktfsekdtfmc wfgg fceguncdn tln nhpgmynn dmhhfthnct kcj tln mr`kcfzktfmckg pnremrhkcdn
(Zmanr 2?;;).
2.5 Jfeenrncdn bntwnnc gnvng me sktfsekdtfmc khmc` Kdkjnhfd kcj Kjhfcfstrktfvn
Ttkee
Zln rnsnkrdl kbmut tln kdkjnhfd stkee kcj kjhfcfstrktfvn stkee dkc bn suhhkrfznj
ks emggmws9
Zlnrn nxfsts vnry rfdl gftnrkturn kbmut tln sktfsekdtfmc gnvng me kdkjnhfd stkee fc
lf`lnr njudktfmc sndtmr. Ukrfmus rnsnkrdlnrs lkvn jnvngmpnj k cmtfmc me rngktfmcslfp
khmc` tln ekdtmrs gfan ncvfrmchnct, pky, skenty, ntd wftl tln nhpgmynn sktfsekdtfmc.
Zlnsn ekdtmrs kgsm bn usnj fc kddmuctfc` emr tln rnksmcs bnlfcj tln nhpgmynn kttrftfmc kt
wmra mr tlnrn pmssfbgn stky fc tlnfr wmrapgkdns. Zln rnsnkrdl ucjnrtkanc fc tln
ucfvnrsftfns me ^TK emucj tlkt tln nhpgmynns wnrn hmrn sktfsefnj wftl tlnfr
ncvfrmchnctkg ekdtmrs kcj wnrn jfssktfsefnj wftl tln dmhpncsktfmc `fvnc tm tlnh.
Hmrnmvnr tln kdkjnhfd stkee slmwnj jfssktfsekdtfmc wftl tlnfr pnremrhkcdn nvkguktfmc
drftnrfk (Ausau, 2??41 Hkc`nr & Nfangkcj, ;66?).
Kcmtlnr rnsnkrdl emucj mut tln cuhbnr me ekdtmrs kbmut tln nhpgmynn sktfsekdtfmc
fc tln lf`lnr njudktfmc systnh wlfdl kgsm fcdgujnj tln rmgn me kjhfcfstrktfmc fc tln
kdkjnhfd stkee s gnvng me sktfsekdtfmc (Lk`njmrc, ;66:).
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Zln rnsnkrdl mc tln gnvng me sktfsekdtfmc khmc` tln kjhfcfstrktfvn stkee fs cmt ks
rfdl ks tln rnsnkrdl mc tln nhpgmynns fc kdkjnhfds. Hmst me tln rnsnkrdlnrs lkvn emdusnj
tlnfr stujfns mc tln nctry kcj hfj gnvng kjhfcstrktfvn stkee kcj mc tln sncfmr gnvng
kjhfcfstrktmrs ks wngg. Zlnsn sncfmr kjhfcfstrktmrs usukggy fcdgujns tln jnkcs, kdkjnhfd
meefdnrs, prnsfjncts ntd. wlm lkvn jung rmgn fc kdkjnhfds kcj kjhfcfstrktfmc me tlnfr
fcstftutfmcs. Zlnrnemrn, hmst me tln efcjfc`s me sudl rnsnkrdlnrs krn pkrkggng tm tln
sktsfekdtfmc gnvng emucj fc tln kdkjnhfd stkee (Imlcsruj, 2??21 Pmgawnfc & _krhgny,
2???1 Imlcsruj nt kg., 2???).
Zln rnsnkrdl dmcjudtnj by Imlcsruj kcj Rmssnr (;666) kckgyznj tln qukgfty me
wmrafc` gfen khmc` tln kjhfcfstrktfvn stkee bksnj mc tlnfr kttftujns. Zln stujy emucj cfcn
fhpmrtkct ekdtmrs tlkt dmcstftutns tln dmhpmcncts me tlnfr sktfsekdtfmc. Zln ekdtmrs
fcdgujnj dkrnnr suppmrt, jfvnrsfty, `ncjnr bksnj fssuns, fctnrvnctfmc, jfsdrfhfcktffmc,
rndm`cftfmc, wmrafc` dmcjftfmcs, rngktfmcslfps wftlfc kcj bntwnnc tln jnpkrthncts kcj
nxtnrckg rngktfmcslfps. Zlnfr pnrdnptfmc rngktnj tm tlnsn ekdtmrs slkpn tln kttftujns kcj
hmrkgn me tlnsn hfj gnvng kcj sncfmr gnvng kjhfcfstrktmrs. ^pmc nxkhfcktfmc me tln
ekdtmrs rngktnj tm tln rnsf`c me tlnsn hkck`nrs / kjhfcfstrktmrs, ekdtmrs gfan pnrdnptfmc me
wmra gfen kcj hmrkgn wnrn fjnctfefnj (Imlcsruj nt kg., 2???). Zlnsn efcjfc`s wnrn pkrkggng
tm tln efcjfc`s me rnsnkrdlnrs kbmut tln fctnctfmc me kdkjnhfd gnvng stkee tm rnsf`c ermh
tlnfr imbs. Fc bmtl tln dksns, tln qukgfty me wmra gfen lkj jfrndt fhpkdt mc tlnfr hmrkgn kcj
tlnfr gnvng me hmrkgn lkj fhpkdt mc tlnfr jndfsfmcs tm gnkvn tln imbs.
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2>;-?;;-?>;-?;;-?
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4:
Jkcfsl, R.[, kcj ^shkc, K. (2?;?). Fhpkdt me Rnwkrj kcj Rndm`cftfmc mc ImbTktfsekdtfmc kcj Hmtfvktfmc9 Kc Nhpfrfdkg Ttujy ermh _kafstkc. Fctnrcktfmckg Imurckg me
Busfcnss kcj Hkck`nhnct , >(2), ;>6-;50.
Jkvfj, B., & Pnssmc, Z. (2??;). K dmhpkrktfvn kckgysfs khmc` pubgfd vnrsus prfvktnsndtmr prmenssfmckgs.Zln Fccmvktfmc Imurckg , ;6 (;>), 2.
Jvmrka, I., & _lfgfps, A.J. (2??;). Imb sktfsekdtfmc me lf`l sdlmmg imurckgfsh njudktmrs, pkpnr prnsnctnj kt tln Kccukg Hnntfc` me tln Kssmdfktfmc emr Njudktfmc fc Imurckgfshkcj Hkss Dmhhucfdktfmc.
Nj`kr, E. kcj @nkrn, K. (2??>). LRH prkdtfdn kcj nhpgmynn kttftujn9 jfeenrnct hnksurns jfeenrnct rnsugts. _nrsmcng Rnvfnw, Umg. 4:, Cm. >, pp. >4:->:6.
Nggfdasmc, H.D., & Gmc`sjmc, A. (2??2). Jntnrhfckcts me imb sktfsekdtfmc me hucfdfpkg
`mvnrchnct nhpgmynns. _ubgfd _nrsmccng Hkck`nhnct , 4; (4), 4:4-4>).Nhpgmynn pnrdnptfmcs me nhpmwnrhnct, Nhpgmynn Rngktfmcs,Umg. 20, Cm. :, pp. 4>:-45
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Lk`njmrc, G. T., (;66:). Rntfrnhnct prmxfhfty s rmgn fc tln prnjfdtfmc me sktfsekdtfmc fckdkjnhn. Rnsnkrdl fc Lf`lnr Njudktfmc. Umg. 4> Cm. 5, pp. 0;;-2),
>56->6 , > 2?.
Lmustmc, J., Hnynr, G. L., kcj _knwkf, T. (2??5). Kdkjnhfd Ttkee Pmragmkjs kcj ImbTktfsekdtfmc9 Nxpndtktfmcs kcj vkguns fc kdkjnhn. Imurckg Me Lf`lnr Njudktfmc _mgfdy &
Hkck`nhnct , 2
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45
Amsgmwsay, H. & Arkusz, H. (2??2). Umguctkry nhpgmynn wftljrkwkg kcj fckttncjkcdn. Cnw Vmra9 _gncuh _ubgfslnrs.
Ausau, E., (2??4). Nhpgmynn sktfsekdtfmc fc lf`lnr njudktfmc9 tln dksn me kdkjnhfd kcjkjhfcfstrktfvn stkee fc turany. Dkrnnr jnvngmphnct Fctnrcktfmckg. 5
Gmdan, N.K. (;605). Zln ckturn kcj dkusns me imb sktfsekdtfmc. Fc H.J. Juccnttn (Nj.), Lkcjbmma me fcjustrfkg kcj mr`kcfzktfmckg psydlmgm`y (pp. ;260 ;4:6). Dlfdk`m9 RkcjHdCkggy.
Gucj, J.B. (2??4). Mr`kcfzktfmckg dugturn kcj imb sktfsekdtfmc. Imurckg me Busfcnss kcj Fcjustrfkg Hkrantfc`, Umg. ;). Mr`kcfzktfmckg bnlkvfmr . Hd@rkw-Lfggs Fctnrcktfmckg Njftfmc.
Hkc`nr, Z. kcj Nfangkcj, M., (;66?). Ekdtmrs prnjfdtfc` stkees fctnctfmc tm gnkvn fc tlnucfvnrsfty. Lf`lnr Njudktfmc. Umg. ;6, pp.2QTpndfkg Fssun Cmvnhbnr 2?;4X
C`ucf, T., Tgnn`nrs, _., & Jncnssnc, N. (2??5). Zrkcsemrhktfmckg kcj trkcskdtfmckg
gnkjnrslfp neendts mc tnkdlnrs imb sktfsekdtfmc, mr`kcfzktfmckg dmhhfthnct, kcjmr`kcfzktfmckg dftfzncslfp bnlkvfmr fc prfhkry sdlmmgs9 Zln Zkczkcfkc dksn. Tdlmmg Neendtfvncnss kcj Tdlmmg Fhprmvnhnct , ;0 (2), ;:>-;00.
Mapkrk, I. M., Tqufggkdn, H, kcj Nrmcju, N. K., (2??>). @ncjnr jfeenrncdns kcj imbsktfsekdtfmc9 k stujy me ucfvnrsfty tnkdlnrs fc tln ^cftnj Ttktns. Pmhnc Hkck`n. Rnv .2?(4)9 ;00-;6?.
Mmf, A. B. nt kg. (2??>). Jmns Z[H fceguncdn nhpgmynns imb sktfsekdtfmc= Kc nhpfrfdkgdksn kckgysfs. Rntrfnvnj ermhlttp9//busfcnss.yru.kd.tl/efgns/prmindt/imurckg%2?hkck`nhnct/w;2.pje Qmc ?6.?>.2?;:X
Mslk`bnhf, Z. (2???). Dmrrngktns me pky sktfsekdtfmc fc lf`lnr njudktfmc. Zln Fctnrcktfmckg Imurckg me Njudktfmc Hkck`nhnct , ;: (;), 4;-46.lttp9//jx.jmf.mr`/;?.;;?;4>:??;?4;?4?. jmf9;?.;?;5/i.dpk.2?;?.;;.??2
http://business.yru.ac.th/files/project/journal%20management/w12.pdfhttp://business.yru.ac.th/files/project/journal%20management/w12.pdfhttp://dx.doi.org/10.1108/09513540010310387http://dx.doi.org/10.1108/09513540010310387http://dx.doi.org/10.1108/09513540010310387http://business.yru.ac.th/files/project/journal%20management/w12.pdf -
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4). Imb sktfsekdtfmc me ucfvnrsfty kdkjnhfds9_nrspndtfvns ermh ^`kcjk. Lf`lnr Njudktfmc , >?, 44->5.lttp9//jx.jmf.mr`/;?.;??0/s;?04:-??:-54:5-?
Ttkpgns, J. T., Lf``fcs, D. K., (;66