The impact of Internal Marketing efforts on Service Quality in Financial Service Operations

I am writing the master thesis about the impact of Internal Marketing efforts on Service Quality in Financial Service Operations. Please spend only 5 min and help me to. 

Explanation for some questions:

1. My satisfaction as a customer of the company, improves my attitude as an employee of the company- if I am happy with my work, I will be positive with my clients.

2. The organization recognizes the employee as customer of the organization- company trying to build the relationship with the employee as same as with the client.

Thank you!

Rezultatai yra viešai prieinami

Employee motivation in the organization

Strongly DisagreeDisagreeDisagree somewhatUndecidedAgree somewhatAgreeStrongly Agree
My personal needs are met over the trainings/e-learnings offered by the organization.
My satisfaction as a customer of the company, improves my attitude as an employee of the company.
The organization promotes the creation of relationships between the employees.
The organization recognizes the employee as customer of the organization.
My attitude as a customer of the company affects my behavior as an employee of the organization, which has an impact on external customers.
My satisfaction as a customer of organization affects the satisfaction of my colleagues.

Employee capabilities development in the organization

Strongly DisagreeDisagreeDisagree somewhatUndecidedAgree somewhatAgreeStrongly Agree
My personal experience in trainings/programs directly affects the satisfaction of my colleagues.
The organization satisfies the needs of its employees.
The organization provides strong, positive service with employees.
The organization operates attractive and functional facilities.

Effective organization support system

Strongly DisagreeDisagreeDisagree somewhatUndecidedAgree somewhatAgreeStrongly Agree
The organization recognizes service failures (e.g. organization notice employees' dissatisfaction and proactively approach the employee to improve the situation).
Information is passed on from the top of the department down through to the employees.
Information is clearly exchanged across the employees in order to address their needs.
Information is naturally exchanged throughout the entire organization due to common social and economic interests.
The organization believes it is important for employees to apply the services/programs offered
The organization specifically markets products to me (an employee).

Effective Internal marketing of the organization

Strongly DisagreeDisagreeDisagree somewhatUndecidedAgree somewhatAgreeStrongly Agree
The organization emphasizes service quality.
My direct supervisor encourages me to use the internal products our organization offers.
I truly believe in the products/ services my organization offers.
I am proud to work for this organization.
I feel good about working for this organization because I believe in its products and services.
The organization makes employees aware of the quality of their products and services.

Service quality within the organization

Strongly DisagreeDisagreeDisagree somewhatUndecidedAgree somewhatAgreeStrongly Agree
The organization's personnel are easy to contact by mail.
The organization is easy to contact through a website.
The organization is easy to contact by phone.
Up-to-date information is available on organization's activities and events.
Overall, information about the organization is easy to obtain.
The organization’s employees seem very knowledgeable about their job.
I can count on the employees at the organization to be friendly.
Organization employees are willing to help individuals who participate in trainings/e-learnings.
The employees in the organization take action when problems occur.
Organization employees are competent.
Organization employees handle participants’ problems promptly and satisfactorily.
Organization employees recognize and deal effectively with the special needs of each participant.
I feel good about what I receive from the organization.
When I leave in the end of the day I always feel I received what I wanted.
I usually have a good feeling when I leave the organization in the end of work day.
I would evaluate the outcome of the organization’s classes/programs favorably.

Feedback within the organization

Strongly DisagreeDisagreeDisagree somewhatUndecidedAgree somewhatAgreeStrongly Agree
The organization believes it is important to provide feedback.
The feedback I provide often results in changes.
The organization continually seeks my feedback.
I,as internal customer of the organization, believe it is important to provide feedback.
The methods established by the organization to provide feedback are effective.
The department seeks feedback face to face.
The department seeks feedback in writing.

Your gender

Your age

Your net level of income

Your occupation