The general objective of this study is to assess the internal service quality at Mascom
Wireless. Both qualitative and quantitative research methods were used to establish the
number of employees who are not happy with their internal service quality and to find
out what they suggest could be done to solve the problems that exist. A total of 110
employees out of 280 were given the questionnaire and only 64 of the sampled people
responded . A random sampling technique was used to include respondents from each
division in the company.
The study has revealed that about half of the respondents knew the correct meaning of
internal customers. About 6 percent confirmed that they had excellent relationship
among themselves, however almost 34 percent assessed the relationship to be better
than satisfactory. About 44 percent assessed the rendered service to be satisfactory.
The study finally draws conclusions from the implications and makes recommendations
before recommending areas for further research. One of the effects of poor working
relationships that was revealed by the study was poor service delivery and lack of team
spirit. Some recommendations given in the study are sensitisation of employees about
internal customers and the need for proper communication between staff.
Keywords: internal customers, quality of service, internal service suppliers, quality
dimensions, internal customer satisfaction, internal marketing. / Thesis (MBA) North-West University, Mafikeng Campus, 2012
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nwu/oai:dspace.nwu.ac.za:10394/15690 |
| Date | January 2012 |
| Creators | Mogotsi, Julia Mpopi |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
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