تلخیص
This paper explores the element of internal marketing that impact job satisfaction and service quality of faculty members employed in public and private universities in Pakistan. Our sample consists of 372 faculty members. The results provide evidence that all of internal marketing elements (empowerment, recognition, employee motivation & market orientation) have significant effect on job satisfaction. Empowerment and motivation have significant effect on service quality, while market orientation and recognition have no significant effect on service quality. On the other hand job satisfaction has strong effect on service quality indicating the importance of this relationship. This study is a pioneering effort to explore the role of internal marketing in an emerging economy. The results could guide mangers of universities in enhancing job satisfaction and service quality, leading to improved employee performance and student satisfaction.
Khuram Shahzad,, Arif Vaseer. (2016) Internal Marketing, Job Satisfaction and Service Quality: A Study of Higher Education Institutions of Pakistan, The Dialogue, Volume 11, Issue 4.
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