Beyond Satisfaction - Internal Service Barometer for measuring customer satisfaction

Title

Beyond Satisfaction - Internal Service Barometer for measuring customer satisfaction

 Author

Bernhold, Torben (FH Münster)
Wiesweg, Niklas (FH Münster)
Löhmer, Thomas (KPMG AG Wirtschaftsprüfungsgesellschaft)
Lill, Susanne (KPMG AG Wirtschaftsprüfungsgesellschaft)

Date

2022-06-15

 Abstract

Background and aim - The objective and research question is to measure the satisfaction of internal customers with various real estate services in the context of the operational utilization phase. Methods / Methodology - Methodologically, the study is based on the context-related application and use of the structural equation model for measuring internal customer satisfaction. In this context, a questionnaire-based study was carried out at KPMG Germany with over 2,800 respondents and the respective satisfaction levels along various service lines were measured and evaluated. Results - The results suggest a significant and clear causal relationship between internal service quality and internal customer satisfaction. The service quality - regardless of the service line considered in the real estate service area - is also significantly responsible for the internal recommendation rate. The results are thus able to measure the internal customer satisfaction of CREM services in all companies and internal organizational units and to include it as an integral component in the description and measurement of added value. The potential uses in the future are complex and range from the creation of a benchmark to the use within the framework of service level agreements and the linking of internal and external customer satisfaction. Practical or social implications - The "internal" customer satisfaction is mostly a direct part of the target system of a CREM organization. Against this background, every CREM can use the basic structure of the model to measure, evaluate and optimize satisfaction - as a component of the CREM added value. Type of paper - Full research paper.

 Subject

facility services
Structural equation
internal service barometer
customer satisfaction

 To reference this document use:

https://doi.org/10.4233/uuid:7001767d-0ba1-4aca-abd2-613ccb2f7456

 Part of collection

Conference proceedings

 Document type

conference paper

 Rights

(c) the authors
Files
PDF EuroFM_2022_Bernhold_etal.pdf 841.43 KB
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