Treat Employees like Customers for an Achievement Culture: An Intrinsic Service Quality Perspective from Indian SMEs

Surjit Kumar Gandhi, Dr. Anish Sachdeva, Dr. Ajay Gupta

Abstract


The purpose of the current study is to identify the factors of service quality from the point of view of employees working in Indian small-medium manufacturing enterprises. A set of 5 major determinants with 21 sub-items of intrinsic service quality to improve the manufacturing unit’s working towards employees’ facilitation and welfare is proposed in this context. 144 shop-floor executives working in different small-medium manufacturing units of north India responded to a questionnaire survey. The respondents were asked to assess intrinsic service quality offered by their respective units on the 1-5 Likert scale based on perception. Construct validation using Exploratory Factor Analysis produced an interpretable latent structure with parameters suitable for benchmarking in Indian SMEs. The study, thus contributes to and understanding and evaluation of determinants of organizational service quality towards employees in a relatively less-explored sector.


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