The Impact of Internal and External Service Quality (A Case Study among Lecturers and Students)

Abstract

Competition is becoming increasingly intense among private and public universities. Each university offers services to attract external customer, in this time we can call it; student. This study focuses on services in private universities have the same accreditation status. The purpose of this paper is to provide examination the impact of Internal Service Quality and External Service Quality. This research is provide examines services not only to students but also to the lecturers, who both need and get services. Lecturers are considered as internal customers and students as an external customers. This study uses SPSS 20.0 and test instruments have been carried out by using test reliability and validity and obtain results above 0.7 (Nunnally, 1978) and it considered valid is greater than 0.279 (Sugiama, 2008) then examine the relationship between variables using regression analysis. The findings of this study indicates Internal Service Quality has a positive significant and direct effect on External Service Quality. The papers show that educational service should focus on Internal Service Quality in order to improve External Service Quality.

DOI: 10.5901/mjss.2015.v6n5s5p77