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The IUP Journal of Organizational Behavior :
Developing a Scale to Measure Employee Service Quality in Indian Small and Medium Manufacturing Enterprises
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The purpose of the current study is to develop a multidimensional scale to measure Employees’ Service Quality (ESQ) in Indian small and medium manufacturing enterprises. 144 executives working at top/middle level in different small-medium manufacturing units of north India responded to a questionnaire survey. The respondents were asked to assess the service quality being delivered by shop-floor employees of their respective units on the perception scale. Construct validation using exploratory factor analysis showed an interpretable latent structure consisting of five dimensions. Confirmatory factor analysis developed a valid and reliable service quality measurement scale with 4 dimensions and 13 items. It was observed that service quality delivered by the employees in small-medium manufacturing units comprises four dimensions, viz., dependability, agility, professionalism and understanding. The scale developed in this study can be used by manufacturing units in the identification of opportunities for improvements in employees’ service quality.

 
 
 

A manufacturing unit is a chain of smaller functional units, each of which is an independent producer and converts inputs into outputs that are used by other internal customers across functional units and hierarchical levels (Dodson, 1991). Thus, an employee’s role should include improving relationships with his/her internal customers and then developing a process to raise the quality of their internal products and services. Thus, internal customer service is a two-way exchange process between co-workers, with each one of them made responsible for catering to the requirements of his/her internal customers (Bowersox et al., 1999; and Stank et al., 2001).

 
 
 

Organizational Behavior Journal