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The Relationship between Internal Marketing and Service Quality in Telecommunication Sector  

Ahn, Kwan-Young (Sangji University)
Park, Rho-Gook (Sangji University)
Publication Information
Journal of Korean Society for Quality Management / v.35, no.4, 2007 , pp. 78-88 More about this Journal
Abstract
This paper is to investigate the relationship between international marketing and service quality, and the moderating effect of gender in that relationship. The data to make an empirical analysis were gathered from 269 workers in telecommunication sector. Multiple regression analysis revealed that (1) education was positively related with tangibility, reliability, responsiveness, empathy, assurance, and (2) internal communication was positively related with tangibility, reliability, responsiveness, assurance, and (3) delegation of authority was positively related with assurance. Hierarchical multiple regression analysis revealed that (4) compensation was more positively related with reliability in woman, and (5) employment security was more positively related with assurance in man.
Keywords
International Marketing; Service Quality; Gender; Moderating Effect;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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