Posted by Biren.K on October 21, 2002 at 04:52:07:
Hi there,
I am doing my final yr dissertation into measuring INTERNAL service quality.
I am hoping to apply the questionnaire to a specific team within an organisation and then measure their perceptions of the service delivered to INTERNAL clients against what is actually delivered.
Q) Do you know of any application of SERVQUAL into this industry?
Q) Is it feasible to adapt the questionnaire give in the later threads?
Q) What would be the method for doing so if it is okay to manipulate the quesionnaire in such a way?
Q) Can internal service be measured in this way?
I am really tearing my hair out over this one, so any help would be relly good....
Kind Regards
Biren Kalaria
BSc Business Information Systems (nearly!)
DeMontfort University
UK