An assessment of service quality among internal customers : the case of the Botswana Mascom wireless company

Abstract

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.