Enhancing Employee Job Satisfaction Through Internal Service Quality at Awash Insurance S.C
| dc.contributor.advisor | Wubshet Bekalu (PhD) | |
| dc.contributor.author | Kenesa Balcha | |
| dc.date.accessioned | 2025-02-28T06:56:44Z | |
| dc.date.available | 2025-02-28T06:56:44Z | |
| dc.date.issued | 2024-10 | |
| dc.description.abstract | This study aimed to comprehensively evaluate internal service quality (ISQ) and its impact on employee job satisfaction at Awash Insurance S.C. Employing an explanatory research design with a descriptive approach, the research targeted frontline employees to understand the nuances of internal service delivery. The target population was systematically sampled using proportional data sampling with stratification to ensure representation across different employee segments. From a sample size of 124 employees, 110 completed and returned the questionnaires correctly, providing a robust dataset for analysis. The research focused on examining the intricate relationship between the quality of internal services provided by the organization and the overall job satisfaction of its employees. Utilizing the adapted SERVQUAL model, the study measured employees' expectations and perceptions of ISQ across various dimensions such as reliability, responsiveness, assurance, empathy, and tangibility. This model facilitated a nuanced understanding of how these dimensions contribute to job satisfaction. The data analysis comprised both descriptive statistics and correlation analyses, which were employed to delineate the status of ISQ and its association with job satisfaction. Additionally, ordinal logistic regression analysis was conducted to delve deeper into the effects of each ISQ dimension on employee job satisfaction, providing a more granular insight into the significance and impact of these dimensions. The findings of the study revealed that all ISQ dimensions exhibited a moderate positive correlation with employee job satisfaction. Notably, the reliability dimension stood out, demonstrating a significantly strong positive influence on job satisfaction. This suggests that employees place a high value on the consistency and dependability of internal services, which in turn, greatly enhances their satisfaction levels. Key terms: Internal service quality, Employee job satisfaction, and Awash Insurance (S.C.) | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/4413 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.title | Enhancing Employee Job Satisfaction Through Internal Service Quality at Awash Insurance S.C | |
| dc.type | Thesis |