Internal Marketing Elements and Internal Service Quality among Padang Food Restaurants

Abstract

The purpose of this paper is to describe the pilot study as a preliminary study to test questionnaire items related to the topics of the paper. The research about relationship between Internal Marketing (IM) as X variables and Internal. Service Quality (ISQ) as a Y variable and Organization Citizenship Behavior (OCB) as mediating variable on Padang food Restaurants. IM elements consists of (1)IM Employee ( recruitment, motivation, and development), IM Organization ( communication, management support, and coordination) and (3)IM Environment (support system, work environment, and competitor). ISQ variables consists of Reliability, Assurance, Tangibility, Empathy and Responsiveness). Unit analysis is individuals, who are defined as the Padang food Restaurants employees in West Sumatera Province, Indonesia. Type of research is quantitative method and data collected with a survey. Analyzed of data using of SPSS tools. The number of samples is used of 30 respondents. Respondents are employee of Padang food restaurants who worked as cooker, barista, waiter,cashier, and administrative staff. The number of questionnaire are 47 indicators and 5 variables which consists of: (1) IM employee (9 indicators), (2) IM organization (9 indicators), (3) IM environment (9 indicators), (4) OCB variable (5 indicators), and (5) ISQ variable (15 indicators). Scale of data using Likert scale. The results of the pilot test prove that every items in the of questionnaire are valid and variables are reliable. Valid means the value of corrected item-total correlation is bigger than 0.3 and reliable means the value of Cronbach's alpha is more than 0.6. It means the research will be continue to the actual study.The study can be useful for researcher to application internal marketing and internal service quality on restaurants specially Padang food restaurants. The readers can used this paper to guide the next research about internal marketing and internal service quality on any kind of restaurants.