The aim of the study was to confirm the influence of Internal Market Orientation (IMO) on
perceived service quality and customer satisfaction with the mediating role of employees’
attitudes, namely, job satisfaction, trust in honesty, and trust in benevolence (Tortosa, Llorens,
Moliner, & Sánchez, 2015) and extend their model by including intrinsic motivation to
contribute to knowledge about the influence of IMO and the antecedents of intrinsic
motivation and also contribute knowledge about the influence of intrinsic motivation. In this
quantitative, correlational, cross-sectional study. Structural equation modelling was used to
test the relationships of the model. The results showed that IMO has a direct, positive, and
significant influence on medical doctors’ attitudes but these attitudes do not have a direct,
positive, and significant influence on patients’ perceived service quality. The results showed
that IMO does not have a direct, positive, and significant influence on medical doctors’
intrinsic motivation. The results of the research showed that medical doctors’ intrinsic
motivation has a direct, positive, and significant influence on their job satisfaction, on their
affective organizational commitment, and on patients’ perceived service quality. The study
showed that patients’ perceived service quality has a direct, positive, and significant influence
on their satisfaction with the service received. The empirical confirmation of the influence of
IMO on the attitudes of the personnel, is an important contribution since according to the
literature review, no studies of this relationship have been conducted in Peru. The empirical
confirmation of the influence of intrinsic motivation of the personnel on their job satisfaction,
on their affective organizational commitment, and on patients’ perceived service quality is an
important contribution since according to the literature review no studies of this relationship
have been conducted in Peru. That is why the managers should strive to have a team of
personnel with a high level of intrinsic motivation. Therefore, it would be advisable for managers to take actions to satisfy the needs of competence, autonomy, and relatedness of
their employees.
| Identifer | oai:union.ndltd.org:PUCP/oai:tesis.pucp.edu.pe:20.500.12404/17639 |
| Date | 04 December 2020 |
| Creators | Pereyra Graham, Leovigildo Alexander |
| Contributors | Marquina Feldman, Percy Samoel |
| Publisher | Pontificia Universidad Católica del Perú, PE |
| Source Sets | Pontificia Universidad Católica del Perú |
| Language | English |
| Detected Language | English |
| Type | info:eu-repo/semantics/doctoralThesis |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/closedAccess |
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