Impact of Perceived Internal Service Quality on Employee Satisfaction

Abstract

The main purpose of this study was to investigate internal service quality in human resource management among bank employees in (Alnile Bank) and the relationship between ISQ-HRM and employee satisfaction . This study was conducted in Nile Bank. For the analyses of research work, the data were collected through a cross-sectional field study of the frontline employees and management of Alnile bank for commerce and development located in Khartoum a total of 54copies of the questionnaire were distributed to different selected areas and 54 copies of the same were collected back. The study finds that employee selection, employee training and development, work design, job definition employee rewards and compensation report high, positive and significant dimensionality to internal service quality in human resource management. The study further finds that internal service quality in human resource has positive and significant effect on employee job satisfaction. Based on findings of the study that the human resource development departments should review and enhance the motivation, training, and retention of good employees and that employee should support the concept of the ISQ. The employees’ selection and their rewards and recognitions, their training and development, work design and job definition all are the most important human resource management areas in enhancing the employees’ job satisfaction and the retention of prospective employees.