Internal Client Satisfaction Improvement Plan Using a Performance Model

Education has been categorized as an intangible service industry based on the characteristics of its service activities by Christopher [3]. In order to enhance the service quality of education it is critical to attain a high degree of satisfaction of teachers, who are the internal customers, which will help to increase the degree of satisfaction of students, who are the external customers of education. As a result, it is expected that the general quality of education services will be enhanced. This study measures the degrees of satisfaction among teachers and evaluates the importance of various factors in the teaching environment that are critical to teachers’ job satisfaction. The results of an analysis based on teachers’ gender, career, and workplace indicate that the most critical factors are performance-based reward systems and welfare programs. Key-words: Performance Model, Service Quality, Service Quality of Education, Internal Client