Internal service quality and its impact on customer satisfaction through Achieving Employee Satisfaction, Case Study: National Center for Public Health Laboratories

Abstract

The aim of the study was to shed light on the impact of internal service quality on customer satisfaction through achieving employee satisfaction at the National Center for Public Health Laboratories in Sana'a, Yemen. Data was collected from )112(employees and )203(customers. The descriptive analytical approach was used to describe the phenomenon of the study, analyze the data, and explore the relationships and effects among its components. SPSS and Amos software were used for data analysis. The study found that internal service quality has an impact on customer satisfaction and employee satisfaction. Furthermore, there is a statistically significant influence of employee satisfaction on customer satisfaction.