Measurement of Internal Service Quality by Using Servqual Model and the Level of Internal Marketing of Great Tehran Gas Company and the Relationship between Internal Marketing practices and External Service Quality

The accomplished researches show that in order to have better external service quality, the organizations need to have personnel (internal customers) responsibility to the objectives and visions of the organization and possess customer-oriented behaviors, and proper internal service (the satisfaction of departments with one another). In these times, after the consideration of internal marketing and internal service quality as two concepts, the importance and determining role of the internal customers in the organizations (the personnel) and the contentment of the organizational departments with one another in producing external service of high quality have been more obvious than before. Unfortunately, most of the previously done researches have been on the external service quality, so the present research was done to identify the current status of the internal marketing proceedings and the internal service quality along the external service quality realization. The descriptive- surveying research method was used. The current research results show that the internal marketing practices in the Great Tehran Gas Company are improper and the status of the internal service quality of the departments is proper and internal marketing doesn't have positive and meaningful effect on external service quality.