The Impact Of Internal Service Quality To External Service Quality In Public Organizations

Since the1970s, service quality began to receive much attention in the academicworld, many scholars and institutions put forward their own views. However, due tothe special nature of the service quality, it is difficult to accurately define it, and alsoin large part of this area has not been researched. Among them, the internal servicequality has received many disciplines attention from the service management, internalmarketing, the human resources management, the total quality management in thewestern management education word. From the customer sensation angleunderstanding interior grade of service level height will be decided by their subjectivesensation and the judgment, which is actually the reaction of the staff’s satisfactionwith the services provided by internal service provider.Since the1990s, the worldwide producer community gradually changes to thecustomer community. The Public dePartment in our country has transformating fromthe leadership of economic development to the social service，and entering theguidance of Public Product and the service customer，namely creates the customerstage. Provides the service satisfied the Public is the biggest mission and theconsideration to Public department. This request Public department implements onekind of new strategy on human resource management.In the activities of public organizations, in order to satisfy external customers and enhance the quality of public services, first of all is to make the internal customer-thepublic internal staff satisfact. Many studies have shown that: there is a causalrelationship between the internal service quality and external service quality, throughimprove and enhance the quality of internal services, we can ultimately to enhanceand improve external service quality. The good quality of service is created by theenjoyment of good internal services and satisfaction of employees, and employeesatisfaction is created by the organization’s inner support and policy. Therefore, in thissense, public organizations should see employees as internal customers, providingthem with better quality of internal services, in order to achieve the optimization ofpublic services.In this paper, we select one of the Government in Deqing County, ZhejiangProvince, as the object of study. Based on Loveman(1998)’s simplified service profitchain model,we research on the relationship between internal service quality andexternal quality of service in public organizations. The purpose was to explore theimpact of public organizations and the quality of internal services to external servicequality, through empirical analysis of the relationship between internal service qualityand external quality of service. Learned through the analysis of results of the survey,relationship between internal service quality and external quality of service is positive,but the correlation is less than0.5, which means the correlation is not significant.According to this analysis, this paper analyzes the causes, presents targeted commentsand suggestions in order to improve external service quality of public organizations,and lead the public organizations into a benign operation and sustainability growth.