Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes

This study measures the internal customer satisfaction towards HRM practices and its relationship with external customer satisfaction and with other organisational outcomes such as job satisfaction, employee commitment, and turnover intention. This study is unique because it examines the interna...

Full description

Bibliographic Details
Main Authors:	Wok, Saodah, Hashim, Junaidah
Format:	Conference or Workshop Item
Language:	English English
Published:	2011
Subjects:	H61.8 Communication of information
Online Access:	http://irep.iium.edu.my/30742/ http://irep.iium.edu.my/30742/ http://irep.iium.edu.my/30742/5/AHRD2011-KL-Proceedings.pdf http://irep.iium.edu.my/30742/10/AC-20-FRP.pdf

id	iium-30742
recordtype	eprints
spelling	iium-307422013-09-18T07:41:47Z http://irep.iium.edu.my/30742/ Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes Wok, Saodah Hashim, Junaidah H61.8 Communication of information This study measures the internal customer satisfaction towards HRM practices and its relationship with external customer satisfaction and with other organisational outcomes such as job satisfaction, employee commitment, and turnover intention. This study is unique because it examines the internal customer satisfaction, particularly towards one of the most important management aspects such as HRM practices. It uses the customers‟ satisfaction framework instead of job satisfaction framework. Data was collected from five universities in the Klang Valley. Data was collected from internal customers (employees) and external customers (students). There were 575 internal customers and 600 external customers participated in this study. The findings revealed that employees are satisfied with the HRM practices of their organisation. This study partially supports the hypothesis that internal customers‟ satisfaction is positively related to external customers‟ satisfaction whereby the students are satisfied with the academic staff, provided the academic staff members are given opportunity for career development and they receive good facilities and services for their well-being. The findings further revealed that external customers‟ satisfaction with administrative staff members, are very much affected by the HRM practices, except for selection. The relationships between turnover intention and HRM practices are rather low, yet significant except for recruitment which is found to be not significant. This study also found that turnover intention is positively related to HRM practices. This means that despite their satisfaction with the HRM practices, the employees have the intention of quitting their job for a better offer. The implications are discussed. 2011-12-05 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/30742/5/AHRD2011-KL-Proceedings.pdf application/pdf en http://irep.iium.edu.my/30742/10/AC-20-FRP.pdf Wok, Saodah and Hashim, Junaidah (2011) Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes. In: 10th International Conference of the Academy of HRD (Asia Chapter), 3-6 December 2011, Intercontinental Hotel Kuala Lumpur. (Unpublished) http://www.hrdupm.upm.edu.my/
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	H61.8 Communication of information
spellingShingle	H61.8 Communication of information Wok, Saodah Hashim, Junaidah Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes
description	This study measures the internal customer satisfaction towards HRM practices and its relationship with external customer satisfaction and with other organisational outcomes such as job satisfaction, employee commitment, and turnover intention. This study is unique because it examines the internal customer satisfaction, particularly towards one of the most important management aspects such as HRM practices. It uses the customers‟ satisfaction framework instead of job satisfaction framework. Data was collected from five universities in the Klang Valley. Data was collected from internal customers (employees) and external customers (students). There were 575 internal customers and 600 external customers participated in this study. The findings revealed that employees are satisfied with the HRM practices of their organisation. This study partially supports the hypothesis that internal customers‟ satisfaction is positively related to external customers‟ satisfaction whereby the students are satisfied with the academic staff, provided the academic staff members are given opportunity for career development and they receive good facilities and services for their well-being. The findings further revealed that external customers‟ satisfaction with administrative staff members, are very much affected by the HRM practices, except for selection. The relationships between turnover intention and HRM practices are rather low, yet significant except for recruitment which is found to be not significant. This study also found that turnover intention is positively related to HRM practices. This means that despite their satisfaction with the HRM practices, the employees have the intention of quitting their job for a better offer. The implications are discussed.
format	Conference or Workshop Item
author	Wok, Saodah Hashim, Junaidah
author_facet	Wok, Saodah Hashim, Junaidah
author_sort	Wok, Saodah
title	Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes
title_short	Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes
title_full	Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes
title_fullStr	Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes
title_full_unstemmed	Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes
title_sort	internal customer satisfaction towards hrm practices and its influence on external customers and organisational outcomes
publishDate	2011
url	http://irep.iium.edu.my/30742/ http://irep.iium.edu.my/30742/ http://irep.iium.edu.my/30742/5/AHRD2011-KL-Proceedings.pdf http://irep.iium.edu.my/30742/10/AC-20-FRP.pdf
first_indexed	2023-09-18T20:44:58Z
last_indexed	2023-09-18T20:44:58Z
_version_	1777409613719666688

Internal customer satisfaction towards HRM practices and its influence on external customers and organisational outcomes

Similar Items