Lakhasly

-Study results proved that there is no statistical relationship between two factors of internal marketing and
internal service quality namely : recruiting the appropriate employees and retaining the best employees . this
result refers to the governmental laws and legislations in recruitment , which neglecting the professional criteria
against interesting in qualitative methods.
-On contrary, it has been found that strategies which focus on employee’s capabilities development and effective
support system were a key factors in achieving internal service quality in Saudi public hospitals .
-There is 12.2 % are of age less than 22 years , while 11.27% are between 23- 33 years. 54.9% are between (34-
less than 60) years. Finally 21.7% of the sample are of the age 60 years and more.
-50.9% of study sample are males , Such results indicates the female percent is high due to increasing the
contribution females in public health sector in KSA.
-There is 42.5% are of income less than 10 thousands S.R monthly , while 7.9% of the total sample are of the
income level ,more than 20 thousands S.R monthly.45.3% of the total sample are of income ranging between
10 – less than 20 thousands S.R . These results indicated the most of internal customers in public hospitals are
less income. The lowest percentage of the sample 7.9% amounted to of the whole were more than 20 thousands
S.R .
-The majority of the sample is holding less than diploma degree that is 81.3%. The rest of the sample is holding
university degree and upper.
-Study results found that 52.2% of age distribution of sample more than 45 years , this result proved that not only
most of public hospital customers are public sector workers m but also retried.
-The results also show that 37% of the Saudi public hospitals that working in Riyadh, have internal service
quality. The small hospital is the best in applying internal service quality measures.
-Results confirm that 67% of those of high income employees (top management) have health insurance policies.
-31.3% approximately do not agreed on the importance of employee’s motivation in internal service quality,
The results indicate that employees motivation factors importance are as follows:
The public hospitals provide it employees with financial and moral motives (4.65).
The public hospitals communicate distinguished employees names which increase job(4.386).
The public hospitals provide job safety (4.244) .
-The results show that 89 % of sample respondents agree on role of employee’s capabilities development , in
enhancing internal service quality , while 9% do not agree on importance of these factors . the following are the
most prominent factors according to their relative importance:
The public hospitals prepare and implement training programs for employees periodically (4.976).
The public hospitals train its employees to enhance their technical and interactive skills (4.234).
The public hospitals provide its employees dealing skills with customers (3.142).
-The results show that 69% of sample have a belief regarding the recruiting the appropriate employees in Saudi
public hospitals, that achieve internal service quality, while 23 % of customers discard its importance in
achieving this variable. Therefore, the factors are arranged according to their relative importance as follows:
Employees with required skills and capabilities are selected to provide good service (3.939).
The public hospitals observe to consider the specialization upon recruiting process (3.869)
The public hospitals select the gifted and distinguished employees (3.88).
-The results show that 54% of sample have a belief regarding the retaining the best employees in Saudi public
hospitals, that achieve internal service quality, while 15% of employees discard its importance in achieving this
variable. Therefore, the factors are arranged according to their relative importance as follows:
The public hospitals account its employees (Thanks and appreciations certificates and moral motives
(4.428).
The public hospitals motivate its good employees (4.137).
The public hospital observe its employees satisfaction (2.987).
-The results show that 90% f sample respondents agree on role of effective support system , in enhancing
internal service quality , while7% do not agree on importance of these factors . the following are the most
prominent factors according to their relative importance:
The public hospitals provide staff with new communication means (4.567).
The public hospitals use performance self assessment (4.3102).
The public hospitals provide financial and technical support for job performance (3.763).
The public hospitals observe using subjective standards to measure service quality (3.567).
-45% of total sample do agree that the healthcare service is provided right from the first time , while 33% agree
that healthcare service is provided in the promised time.
-21% of total sample agree that healthcare service is obtained quickly in Saudi public hospitals , and 37% of
them agree that the Saudi public hospitals observe enhancing trust in provided healthcare services .
-41% of sample aware for the enhancing safe dealing, while 11% only agree that the Saudi public hospitals are
keen the staff to know customers’ needs.
-81% of total sample have agree that Saudi public hospitals provide services and new technologies , and 89%
agreed that Saudi public hospitals offer an attractive physical facilities.