importance of employee (internal customer) satisfaction in higher education

8/10/2019 Importance of Employee (Internal Customer) Satisfaction in Higher Education

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Fhpmrtkcdn me Nhpgmynn (Fctnrckg Dustmhnr)

Tktfsekdtfmc fc Lf`lnr Njudktfmc


2/38

2

Fhpmrtkcdn me Nhpgmynn (Fctnrckg Dustmhnr)

Tktfsekdtfmc fc Lf`lnr Njudktfmc

Tubhfttnj by

Ckzfsl Tmlkfg

HT HAZ - ?:?

Fcstftutn me Busfcnss & Hkck`nhnct

^cfvnrsfty me Nc`fcnnrfc` kcj Zndlcmgm`y

Gklmrn


3/38

4

Zkbgn me Dmctncts

Kbstrkdt ................................................................................................................ :

FCZRMJ^DZFMC .................................................................................................. >

TF@CFEFDKCDN ME ZLN RNTNKRDL .................................................................... 5

TZKZNHNCZ ME ZLN _RMBGNH ......................................................................... 0

MBINDZFUNT ME ZLN TZ^JV .............................................................................. <

[^NTZFMCT ME ZLN TZ^JV ............................................................................... <

DLK_ZNR 2 ........................................................................................................ ;?

GFZNRKZ^RN RNUFNP ....................................................................................... ;?

2.; BKDA@RM^CJ ME ZLN TZ^JV ........................................................... ;?

2.2 FH_MRZKCDN ME NH_GMVNN TKZFTEKDZFMC ................................... ;>

2.4 JNZNRHFCKCZT ME NH_GMVNN TKZFTEKDZFMC ............................... ;5

2.4.; Zln fceguncdn me fctnrpnrsmckg rngktfmcslfp mc imb sktfsekdtfmc ................ ;0

2.4.2 Zln fceguncdn me jkfgy wmragmkj mc imb sktfsekdtfmc ............................... ;<

2.4.4 _ky kcj imb sktfsekdtfmc ........................................................................ ;6

2.4.: Tupnrvfsfmc kcj imb sktfsekdtfmc ......................................................... 2?

2.4. > _rmhmtfmckg mppmrtucftfns kcj imb sktfsekdtfmc ..................................... 2?

2.4.5 Dm-wmranrs kcj imb sktfsekdtfmc ......................................................... 2;

2.4.0 Imb sndurfty kcj imb sktfsekdtfmc .......................................................... 2;

2.: Tktfsekdtfmc me Kdkjnhfd Ttkee fc Lf`lnr Njudktfmc Fcstftutfmcs .................... 22

2.> Tktfsekdtfmc me Kjhfcfstrktfvn Ttkee fc Lf`lnr Njudktfmc Fcstftutfmcs ............. 24

2.5 Jfeenrncdn bntwnnc gnvng me sktfsekdtfmc khmc` Kdkjnhfd kcj KjhfcfstrktfvnTtkee 25

Dmcdgusfmc........................................................................................................... 26

Jnefcftfmcs me Fhpmrtkct tnrhs ................................................................................ 4;

Rnenrncdns............................................................................................................ 44


4/38

:

Kbstrkdt

Mcn me tln hmst prmhfcnct rnksmcs emr tln suddnss me tln suddnsseug rnksmcs fs

lkppy nhpgmynns mr nhpgmynn sktfsekdtfmc. Nhpgmynns wlm slmws dmctnctnjcnss kcj

sktfsekdtfmc wftl tlnfr imb kcj wmra tlny jm tlny tncj tm stky gmc` fc tln mr`kcfzktfmcs.

Jnspftn tlfs ekdt, tlnrn kgsm nxfsts cuhbnr me dmhpkcfns mr hmrn spndfefdkggy tln sncfmr

hkck`nhnct tlkt cn`gndts tlfs fhpmrtkct ekdtmr me mr`kcfzktfmckg `rmwtl. Fc mrjnr tm

kvmfj tln lkssgn me rnlfrfc` kcj rntrkfcfc` kcj tryfc` tm rntkfc tln nhpgmynns fc tln

dmhpkcy jun tm tln pmmr fhk`n tlkt fs drnktnj fc tln hfcjsnt me tln dustmhnrs jun tm

tlnsn fctnrckg dustmhnrs, tlnc fcdrnksfc` nhpgmynn (fctnrckg dustmhnr) sktfsekdtfmc fs

jnsfrkbgn.

Zlfs stujy wks ucjnrtkanc tm jnvngmp ucjnrstkcjfc` kbmut tln rmgn me nhpgmynn

sktfsekdtfmc fc tln lf`lnr njudktfmc fcstftutfmcs me _kafstkc. Hmrnmvnr, tln jfeenrncdns

khmc` tln jfhncsfmcs bntwnnc tln kdkjnhfd kcj kjhfcfstrktfvn nhpgmynns durrnctgy

wmrafc` fc lf`lnr njudktfmc fcstftutfmcs me _kafstkc wnrn nxpgmrnj.

Zln efcjfc`s me tln stujy su``nstnj tlkt tlnrn wks rngktfvngy gmw gnvng me

sktfsekdtfmc khmc` tln kdkjnhfd stkee dmhpkrnj tm tln kjhfcfstrktfvn stkee. Kdkjnhfd

stkee lkj gmw gnvng me sktfsekdtfmc emr rngktfmcslfp wftl tln dmggnk`uns kcj dmwmranrs,

nxfsts lf`l dmhpntftfmc wftl dmggnk`uns ks dmhpkrnj tm tln kjhfcfstrktfvn stkee. Plnrnks

tln pky sktfsekdtfmc wks gmwnr emr bmtl tln `rmups. Zln jfeenrncdn bntwnnc kdkjnhfd kcj

kjhfcfstrktfvn gnvng stkee fc lf`lnr njudktfmc fcstftutfmcs wks cmt vnry sf`cfefdkct. Zlfs

hnkcs tlkt tln kjhfcfstrktfvn kcj kdkjnhfd stkee wks lf`lgy fctnrgfcanj tm nkdl mtlnr.


5/38

>

DLK_ZNR ;

FCZRMJ^DZFMC

Zmjky, fe wn gmma kt tln hmst suddnsseug mr`kcfzktfmcs kcj kckgyzn tlnfr suddnss

ekdtmrs, cuhbnr me rnksmcs wfgg dmhn tm mur acmwgnj`n. Mcn me tln hmst prmhfcnct

rnksmcs emr tln suddnss me tln suddnsseug rnksmcs fs lkppy nhpgmynns mr nhpgmynn

sktfsekdtfmc. Nhpgmynns wlm slmws dmctnctnjcnss kcj sktfsekdtfmc wftl tlnfr imb kcj

wmra tlny jm tlny tncj tm stky gmc` fc tln mr`kcfzktfmcs. Zlfs gnkjs tm tln gmwnr turcmvnr

rktn fc tln mr`kcfzktfmc wlfdl fs k pmsftfvn sf`c ks k wlmgn. Zlfs gmwnr nhpgmynn turcmvnr

rktn fs jun tm tln gmykgty me nhpgmynns, fctnrckg dustmhnrs, fcdrnksfc` tlnfr fctnrnst fc

tlnfr imbs kcj hktdlfc` tln rnqufrnhncts me tln mr`kcfzktfmc tm kttkfc tln snt mbindtfvns.

Ukrfmus hkck`nhnct strktn`fns, ks slmwc by tln stujfns, dkc bn nhpgmynj tm

fcdrnksn tln gnvng me imb sktfsekdtfmc me tln nhpgmynns fc mrjnr tm fhprmvn tln

prmjudtfvfty me tln nhpgmynns kcj tln neefdfncdy me tln mr`kcfzktfmc mvnrkgg (Eyen, 2?;:).

Zmjky cuhbnrs me hmjnrc mr`kcfzktfmcs krn snrfmus tmwkrj fcdrnksfc` tln nhpgmynn

gmykgty kcj dmhhfthnct kcj tlnrnemrn krn usfc` tlnsn hkck`nhnct strktn`fns kcj krn

suddnsseuggy gmmafc` ketnr tlnfr nhpgmynns wlfdl cmt mcgy fcdrnksn tln nhpgmynn gmykgty

but kgsm `fvn ekctkstfd `kfcs.

Jnspftn tlnsn ekdts, tlnrn kgsm nxfsts cuhbnr me dmhpkcfns mr hmrn spndfefdkggy

tln sncfmr hkck`nhnct tlkt cn`gndts tlfs fhpmrtkct ekdtmr me mr`kcfzktfmckg `rmwtl. Zlfs


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5

cn`gndtnj bnlkvfmr rnsugts tlnh (sncfmr hkck`nhnct) fc lu`n dmsts rngktnj tm rnlfrfc`, rn

trkfcfc` me nhpgmynns kcj jnvngmpfc` tlnfr safggs snt tm pnremrh spndfefd tksas kcj mtlnr

mppmrtucfty dmsts jun tm tln prnvkfgfc` dugturn me sudl kc mr`kcfzktfmc wlnrn nhpgmynns

imfc kcj gnkvn ernqunctgy jun tm nhpgmynn imb uc-sktfsekdtfmc.

Fc mrjnr tm kvmfj kgg tlfs lkssgn me rnlfrfc` kcj rntrkfcfc` kcj tryfc` tm rntkfc tln

nhpgmynns fc tln dmhpkcy jun tm tln pmmr fhk`n tlkt fs drnktnj fc tln hfcjsnt me tln

dustmhnrs jun tm tlnsn fctnrckg dustmhnrs, tlnc fcdrnksfc` nhpgmynn (fctnrckg dustmhnr)

sktfsekdtfmc fs jnsfrkbgn. Zlnrn krn cuhbnr me wkys me jmfc` tlfs kcj jfeenrnct kpprmkdlns

dkc bn nxpnrfhnctnj uctfg tln bnst suftnj eft fs fjnctfefnj.

TF@CFEFDKCDN ME ZLN RNTNKRDL

Tfcdn tln nhpgmynn sktfsekdtfmc pgkys vnry drudfkg rmgn fc tln `rmwtl me tln

dmhpkcy, ft fs, tlnrnemrn, fhpmrtkct emr kgg tln mr`kcfzktfmcs tm ucjnrstkcj tlfs kcj nxpgmfttlfs ekdtmr tm bncneft bmtl tlnfr nhpgmynns kcj tlnhsngvns. Hkcy gkr`n mr`kcfzktfmcs gfan

@mm`gn Fcd. krn nc`k`nj fc neendtfvn nhpgmynn jnvngmphnct prm`rkhhns tlkt krn

bmmstfc` tln nhpgmynn hmtfvktfmc gnvng kcj tlnfr hmrkgn ks wngg. Zlnsn prm`rkhs

fcdrnksn tln nhpgmynn dmhhfthnct tmwkrjs tln mr`kcfzktfmc by fcdrnksfc` tlnfr gnvng me

sktfsekdtfmc kt wmra.

Lkppy nhpgmynns mr sktfsefnj nhpgmynns krn tln kssnts me kc mr`kcfzktfmc. Zln

hmrn sktfsefnj tlny `nt, tln bnttnr tlnfr pnremrhkcdn `nts (fhprmvns) kcj mvnrkgg prmdnss

gnkjs tm tln fcdrnksnj sktfsekdtfmc me tln nxtnrckg dustmhnrs. Zlfs dgnkrgy fcjfdktns tlkt tln


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0

fctnrckg dustmhnrs sktfsekdtfmc fs smhnlmw rngktnj tm tln sktfsekdtfmc k dmhpkcy kfhs tm

prmvfjn tm tlnfr nxtnrckg dustmhnrs by sktfseyfc` tlnfr cnnjs kcj wkcts. Zlfs ckvf`ktns tm

tln ekdt tlkt tln nhpgmynn sktfsekdtfmc fs vnry fhpmrtkct emr kcy mr`kcfzktfmc.

Zlfs rnsnkrdl wfgg bn ucjnrtkanc tm jnvngmp ucjnrstkcjfc` kbmut tln rmgn me

nhpgmynn sktfsekdtfmc fc tln lf`lnr njudktfmc fcstftutfmcs me _kafstkc. Hmrnmvnr, tlfs

rnsnkrdl wfgg bn bncnefdfkg fc nxpgmrfc` tln jfeenrncdns khmc` tln jfhncsfmcs bntwnnc

tln kdkjnhfd kcj kjhfcfstrktfvn nhpgmynns durrnctgy wmrafc` fc lf`lnr njudktfmc

fcstftutfmcs me _kafstkc.

Zlfs stujy wfgg bn fhpmrtkct fc tlfs rn`krj tlkt ft wfgg cmt mcgy fjnctfey tln

jntnrhfckcts kcj jfeenrnctfktn khmc` tln sktfsekdtfmc jfhncsfmcs me jfeenrnct pnmpgn fc

lf`lnr njudktfmc fcstftutfmcs but wfgg kgsm prnsnct tln pgktemrh tm tln lf`lnr njudktfmc

fcstftutfmcs tm ucjnrstkcj tln cnnjs kcj wkcts me tln fctnrckg dustmhnrs (tlnfr nhpgmynns)

wlntlnr wmrafc` fc kdkjnhfds mr fc kjhfcfstrktfmc kcj wlkt hkans tlnh lkppy.

Hmrnmvnr, tlfs rnsnkrdl wfgg lngp tm fhprmvn tlnsn fcstftutfmcs prmdnssns, eucdtfmcs,

pmgfdfns ntd. tm `nt hkxfhuh bncneft mut me tln fhprmvnj nhpgmynn pnremrhkcdn tlrmu`l

fcdrnksnj gnvng me imb sktfsekdtfmc, gmykgty kcj dmhhfthnct.

TZKZNHNCZ ME ZLN _RMBGNH

Zln stujy wfgg bn dmcjudtnj tm nxpgmrn tln jfeenrncdns fc sktfsekdtfmc jfhncsfmc

khmc` tln nhpgmynns me lf`lnr njudktfmc fcstftutfmcs kcj tln rmgn me nhpgmynn

sktfsekdtfmc emr tlnfr pnremrhkcdn fc lf`lnr njudktfmc fcstftutfmcs wfgg bn fjnctfefnj. Zlus


8/38

. Lmw nhpgmynn sktfsekdtfmc dkc keendt tln pnremrhkcdn me kjhfcfstrktfvn gnvng

nhpgmynns me LNF=


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6

5. Plkt fs tln rngktfmc bntwnnc tln kdkjnhfd kcj kjhfcfstrktfvn gnvng nhpgmynn

sktfsekdtfmc fc LNF=


10/38

;?

DLK_ZNR 2

GFZNRKZ^RN RNUFNP

2.; BKDA@RM^CJ ME ZLN TZ^JV

Zmjky tln cnw pkrkjf`hs krn snt by vkrfmus hkck`nhnct kpprmkdlns wlnrn tln

mr`kcfzktfmcs snna dmctfcumus rnsnkrdl kcj jnvngmphnct by pgkdfc` nhplksfs mc tln

luhkc ekdtmr fc tln ermct ncj. Zlfs luhkc ekdtmr fs vnry fhpmrtkct bndkusn tln

mr`kcfzktfmcs krn hkjn up me pnmpgn kcj pnmpgn hnnt pnmpgn tm fctrmjudn, meenr, sngg tln

prmjudts mr snrvfdns tlnfr mr`kcfzktfmcs hkan kcj fctncj tm emstnr k gmc` tnrh

rngktfmcslfp. Tfcdn tlnsn mr`kcfzktfmcs dkc `rmw kcj emstnr bksnj mc tlnsn luhkc

rnsmurdns kcj mc tlnfr vfnws, bnlkvfmrs, kttftujns kcj pnrdnptfmcs, tlnrn fs k rkpfj

fcdrnksn fc tln cuhbnr me stujfns rngktnj tm nhpgmynn sktfsekdtfmc krn bnfc` ucjnrtkanc

by tln rnsnkrdlnrs tm ucjnrstkcj tlnsn ekdtmrs (Ausau, 2??4).

Zlnrn fs cm sfc`gn mr ucfvnrskg jnefcftfmc me nhpgmynn imb sktfsekdtfmc but nxfst

cuhbnr me jnefcftfmcs me tlfs dmcdnpt fc tln gftnrkturn tlkt slkrn dmhhmc tlnhn. Jfeenrnct

kutlmrs lkvn jfeenrnct vfnws kbmut jnefcfc` tlfs dmcdnpt. Mcn me tln hmst wngg acmwc

rnsnkrdlnrs fc tlfs efngj, Gmdan (;605) jnefcns tln dmcdnpt me imb sktfsekdtfmc ks k

pgnksurkbgn mr pmsftfvn nhmtfmckg stktn rnsugtfc` ermh tln kpprkfskg me mcn s imb mr imb

nxpnrfncdns. Lfs jnefcftfmc fs wfjngy usnj fc tln mr`kcfzktfmcs. Gmdan trfnj tm

jfeenrnctfktn tln sfhfgkr dmcdnpts gfan imb fcvmgvnhnct kcj hmrkgn me nhpgmynns wftl tlfs

dmcdnpt me nhpgmynn sktfsekdtfmc. Ln dgkrfefnj lfs vfnws by stktfc` sktfsekdtfmc ks k bksn


11/38

;;

gfcn me hnksurn me pkst mr prnsnct nxpnrfncdns kt imb. Zln sktfsekdtfmc me nhpgmynn fs

nvkguktnj mc tln bksfs me fcjfvfjukg kssnsshncts fcstnkj me kpprkfskg me tln `rmup me

pnmpgn.

C`ucf, Tgnn`nrs, kcj Jncnssnc (2??5) jnefcnj tln dmcdnpt ks k rnsugt me imb

pmsftfvn imb nxpnrfncdns me kc fcjfvfjukg kcj tln ekdfgftktfc` emrdn me imb vkguns. Gutlkcs

(;66:) jnefcns tln dmcdnpt ks kc kttftujn bufgjfc` dmcdnpt emr kc fcjfvfjukg tmwkrjs lfs mr

lnr imb kcj tln prnvkfgfc` dmcjftfmcs kt wmrapgkdn. Zlfs dmcdnpt wks eurtlnr rnefcnj by

Tpndtmr (;660) ks k dmcstftunct me kc kttftujfckg vkrfkbgn tlkt hnksurns tln bnlkvfmrskbmut lmw mcn enngs kt lfs mr lnr imb ks wngg ks tln mtlnr rngktnj ekdtmrs.

Zln ckturn me imb kcj tln gnvng me prnssurn ekdnj by tln nhpgmynns lkvn jrkstfd

fhpkdt mc tln gnvng me nhpgmynn sktfsekdtfmc. Amsgmwsay kcj Arkusz (2??2) nxpgkfcnj

tlkt tln rnspmcsfbfgftfns kt wmrapgkdn hky bn vnry jnhkcjfc` emr tln nhpgmynns tm lkcjgn

mr ft hky bn mvnr wlnghfc` emr tln nhpgmynns. Zlfs prnssurn hky gnkj tln nhpgmynn tm

snna kcmtlnr pmsftfmc tlkt cmt mcgy bncneft lfh efckcdfkggy but kgsm fhprmvn tln wmrafc`

dmcjftfmcs kcj tln imb jnsdrfptfmc hky bn bnttnr suftnj emr lfs mr lnr dkpkbfgftfns tlus

fcdrnksfc` tln fcftfkg rktn me nhpgmynn turcmvnr fc tln mr`kcfzktfmcs.

Zln nhpgmynn sktfsekdtfmc lks cuhbnr me dmhpmcncts. _nrdnptfmc me kc fcjfvfjukg

tlkt dmhns ermh tln nxpnrfncdn fs mcn me fts any dmhpmcncts (Ttkpgns ;66


12/38

;2

cuhbnr me hmjngs bksnj mc tln nhpgmynn sktfsekdtfmc. Imsnpl nt kg. ( 2??>) nxpgkfcnj tlkt

tlnsn hmjngs me sktfsekdtfmc efcj tln pnrdnfvnj gnvng me nxpndtktfmcs me fcjfvfjukgs krn

bksnj mc tlnfr nxpndtktfmcs me qukgfty me k snrvfdn. Fe tln qukgfty hnnt tln snt stkcjkrjs me

fcjfvfjukg, tlnc tlnsn pnmpgn wfgg bn dmcsfjnrnj sktfsefnj. Mc tln dmctrkry, fe tln snrvfdn

meenrnj fs bngmw tln prnjfdtnj mr jnsfrnj gnvng me nxpndtktfmcs tlnc tln fcjfvfjukg hf`lt

lkvn gmw gnvng mr sktfsekdtfmc mr cm sktfsekdtfmc kt kgg. Kcmtlnr fhpmrtkct dmhpmcnct me

nhpgmynn sktfsekdtfmc fs wlkt fs jnsfrnj fs mbtkfcnj fc kjjftfmc tm tln pnrdnfvnj

nxpndtktfmcs (Ttkpgns ;66


13/38

;4

kbsnctnnfsh kcj tln mr`kcfzktfmckg dftfzncslfp. ^cjnrstkcjfc` tlnsn ekdtmrs krn drudfkg tm

nclkcdn tln lkppfcnss me tln nhpgmynns ks ft fs fcvmgvnj fc tln nhpgmynn sktfsekdtfmc

(Tpndtmr, ;6601 Mapkrk, Tqufggkdn & Nrmcju, 2??>).

_gktsfjmu & Jfkhkctmpmugmu (2??6) cmtnj tlkt hmst me tln rnsnkrdlns fc tln efngj

me nhpgmynn sktfsekdtfmc krn jmcn fc tln pnrspndtfvn me mr`kcfzktfmckg snttfc` kcj emr

fcjustrfkg busfcnssns. Rndnctgy, tlnrn fs k dlkc`n fc pnrspndtfvn kcj vkrfmus rnsnkrdlnrs

lkvn slfetnj tlnfr emdus ermh busfcnssns kcj fcjustrfns tmwkrjs tln stujfns rngktnj tm

sktfsekdtfmc me nhpgmynns fc tln lf`lnr njudktfmc pnrspndtfvn (Uumc` & Jumc`, 2?;4).Tnvnrkg stujfns lkvn bnnc ucjnrtkanc tm nxkhfcn tln gnvng me imb sktfsekdtfmc khmc` tln

nhpgmynns me lf`lnr njudktfmc fcstftutfmcs me jfeenrnct jnvngmpfc` dmuctrfns but tlnrn stfgg

nxfsts `kp fc tln gftnrkturn wlfdl fs rnqufrnj tm bn efggnj (Tsnskc`k & @krrntt, 2??>1

Nyupm`gu & Tkcnr, 2??6).

Zlnrn krn hkfcgy twm brmkj dktn`mrfns me nhpgmynns wmrafc` fc tln lf`lnr

njudktfmc fcstftutfmcs. Zlnsn dktn`mrfns krn kdkjnhfd stkee tlkt fs hkfcgy rnspmcsfbgn emr

tln tnkdlfc` kcj rnsnkrdl kdtfvftfns me tln fcstftutfmcs kcj tln mtlnr fs kjhfcfstrktfvn stkee

tlkt fs `ncnrkggy tln suppmrt prmvfjnrs emr tln kdkjnhfd stkee fc tlnfr rnsnkrdl kcj

tnkdlfc` kdtfvftfns. Zln imb jnsdrfptfmc kcj tln jutfns pnremrhnj by tlnsn twm dktn`mrfns

krn jfeenrnct1 tlnrnemrn tln nxpndtktfmcs ermh tlnfr imbs kcj tln fcstftutfmc krn nxtrnhngy

jfeenrnct. Zln nvkguktfmc me imb rnqufrnhncts kcj tln jnsdrfptfmc me wmra emr bmtl tln

dktn`mrfns cnnj tm bn jmcn mc jfeenrnct `rmucjs mr bksn gfcns mtlnrwfsn tln rnsugts wmugj

cmt bn rktfmckg (Ausau, 2??4).


14/38

;:

Zln sktfsekdtfmc me nhpgmynns wmrafc` fc tln kdkjnhfd sndtmr me lf`lnr njudktfmc

fcstftutfmcs fs `rnktgy keendtnj by tln cuhbnr me vkrfkbgns tlkt nxfsts kt fcstftutfmckg gnvng.

Zlnsn vkrfkbgns fcdgujn tln typn me gnkjnrslfp bnfc` emggmwnj kt tln fcstftutfmc, tln

rngktfmcslfp bntwnnc tln stujnct kcj tln fcstftutfmc, tln dgfhktn kcj tln dugturn me tln

fcstftutfmc ntd. (@rucwkgj & _ntnrsmc, 2??41 Lk`njmrc, 2???1 Ylmu & Umgawnfc, 2??:).

Kdkjnhfd stkee mr tln gndturnrs lkvn tlnfr mwc snt me prfmrftfns bksnj mc tlnfr

prmenssfmc, mddupktfmc mr pnrsmckg fctnrnsts fc rngktfmc tm tlnfr mr`kcfzktfmcs mr

ucfvnrsftfns. Zlnsn fctnrnsts hky fcdgujn tlnfr ernnjmh tm dlmmsn tln hntlmj me

jngfvnrfc` gndturn, hkan jndfsfmcs kbmut tln durrfduguh kcj tln rnsnkrdl k`ncjk. Dlnc,

Vkc`, Tlfku kcj Pkc` (2??5) stktnj tlkt tln sktfsekdtfmc tln njudktmrs me jfeenrnct

njudktfmckg fcstftutfmcs `kfc ermh tln wmra tlny jm kcj tln ncvfrmchnct tlny meenr tlnfr

snrvfdns gnkjs tm tln lf`l njudktfmc stkcjkrjs kcj tln qukgfty me rnsnkrdl. Thftl (2??0)

suppmrtnj tlfs efcjfc` kcj lf`lgf`ltnj tlkt tln tnkdlfc` fs mcn me tln hmst sktfseyfc`

prmenssfmcs me tln pnmpgn wlm pursun drnktfvfty. Zln dmrcnrstmcn me k suddnsseug

njudktfmc systnh fs tln lf`l qukgfty gndturnr kcj tln lf`l qukgfty gndturnrs krn metnc tlmsn

wlm lkvn lf`l imb sktfsekdtfmc.

Zlnrn fs vnry gfhftnj cuhbnr me stujfns dmcjudtnj fc tln efngj me lf`lnr njudktfmc

fcstftutfmcs tm hnksurn tln gnvng me nhpgmynn sktfsekdtfmc. Hmst me tlnsn stujfns krn bksnj

mc tln jntnrhfckcts me tln nhpgmynn sktfsekdtfmc mcgy. Plnrnks tlnrn fs jfrn cnnj tm `m

bnymcj tln jntnrhfckcts tmwkrjs tln nxkhfcktfmc me jfeenrncdns kcj wlkt rmgn nhpgmynn

sktfsekdtfmc pgkys fc tln kdlfnvnhnct me `mkgs fc tln lf`lnr njudktfmc systnh fc tln

jnvngmpfc` dmuctrfns hkfcgy fc _kafstkc. Lncdn tlfs stujy wfgg bn nxpgmrfc` tln


15/38

;>

jfeenrncdns fc sktfsekdtfmc jfhncsfmcs bntwnnc tln kdkjnhfd kcj kjhfcfstrktfvn

nhpgmynns fc lf`lnr njudktfmc fcstftutfmcs (LNF) fc k jnvngmpfc` dmuctry, _kafstkc.

Hmrnmvnr tlfs stujy wfgg dmctrfbutn tm fjnctfey tln rmgn me nhpgmynn sktfsekdtfmc emr tlnfr

pnremrhkcdn fc lf`lnr njudktfmc. Zln efcjfc`s me tlfs stujy wfgg dmctrfbutn tm efgg tln

nxfstfc` `kp fc tln gftnrkturn me jnvngmpfc` dmuctrfns nspndfkggy wftl rnenrncdn tm

_kafstkc.

2.2 FH_MRZKCDN ME NH_GMVNN TKZFTEKDZFMC

Zln nhpgmynn sktfsekdtfmc dmcdnpt lks bnnc k vnry lmt tmpfd emr tln rnsnkrdlnrs

kcj fc prkdtfdn pnmpgn emr mvnr cnkrgy efvn jndkjns (@rnksgny, nt. kg., 2??>) kcj tlfs

dmcdnpt pgkys drftfdkg rmgn fc tln pnremrhkcdn me mr`kcfzktfmcs. Zln fhpmrtkcdn me tlfs

dmcdnpt lks bnnc strnssnj by cuhbnr me hkck`nhnct `urus kcj tln rnsnkrdl sdlmgkrs fc

tlnfr rnsnkrdlns kcj nxpnrfncdns. Kgsm fc fceguncdfc` tln pnremrhkcdn me tln mr`kcfzktfmc

fs ks hudl fhpmrtkct ks tln sktfsekdtfmc prmvfjnj tm tln ncj dustmhnrs (Dlnc, nt. kg .,

2??5).

Ft fs k hugtf jfhncsfmckg kcj fctnr jfsdfpgfckry dmcdnpt tlkt lks kttrkdtnj tln

kttnctfmc me tln sdlmgkrs kcj prkdtftfmcnrs ermh vkst jfsdfpgfcns fcdgujfc` luhkc rnsmurdn

hkck`nhnct, psydlmgm`y, mr`kcfzktfmckg bnlkvfmr kcj sm emrtl. Gucj (2??4) fcjfdktnj

tlkt tlnrn krn gkr`n cuhbnr me stujfns prnsnct fc tln gftnrkturn tlkt kckgyzns tln dmcdnpt me

nhpgmynn sktfsekdtfmc ermh jfeenrnct pnrspndtfvns kcj fts rngktfmc wftl tln mtlnr vkrfkbgns

wftlfc tln mr`kcfzktfmc. Zlnrn nxfst sm hkcy jfhncsfmcs tm tlfs dmcdnpt tlkt tlnrn fs cm

sfc`gn ucfvnrskg jnefcftfmc tlkt dkc nxpmsn kgg me tlmsn kt mcn tfhn (Bnrckg, nt. kg, 2??>).


16/38


17/38

;0

imb sktfsekdtfmc me nhpgmynns fc tln jfeenrnct fcjustrfns me Hkgkysfk. Zlnfr efcjfc`s

fcjfdtnj cuhbnr me jntnrhfckcts tlkt keendt tln nhpgmynn sktfsekdtfmc gnvng kt imb

fcdgujfc` tln trust emr tlnfr wmrapgkdn, tnkhwmra, tln dugturn prnvkfgfc` kt mr`kcfzktfmc

kc kcj tln emdus tmwkrjs tln dustmhnrs ntd wnrn pmsftfvngy rngktnj wftl tln nhpgmynns

imb sktfsekdtfmc. Kcmtlnr rnsnkrdl fcjfdktnj tlkt wmra gmkj, tksa vkrfnty, wmra pgkdn

ncvfrmchnct, tln wmrafc` dmcjftfmcs, tfhfc`, skgkry, rngktfmcslfp wftl tln supnrvfsmrs kcj

dmggnk`uns ntd lkvn fhpkdt mc tln nhpgmynn sktfsekdtfmc. Zln efcjfc` me tlfs stujy

dmcefrhnj tln pmsftfvn dmrrngktfmc khmc` tlnsn vkrfkbgns kcj tln nhpgmynn imb

sktfsekdtfmc (Rmngnc, Ammphkcs & @rmmtlmee, 2??


18/38

;) su``nstnj cuhbnr me jntnrhfckcts me

nhpgmynn imb sktfsekdtfmcs. Zln hkfc khmc` tlnh krn pky, wmra, prmhmtfmc, supnrvfsfmc

kcj enggmw wmranrs rnspndtfvngy.

2.4.4 _ky kcj imb sktfsekdtfmc

Zln pky mr rnhucnrktfmc `fvnc tm tln nhpgmynn fs k bksfd ekdtmr fc tln nhpgmynn

sktfsekdtfmc emr nvnry typn me nhpgmynn wlntlnr fc pubgfd mr prfvktn sndtmr kcj fc shkgg,

hnjfuh kcj gkr`n mr`kcfzktfmc. Lmwnvnr, tlnrn stfgg nxfsts `kp fc tln gftnrkturn kbmutwlntlnr tln pky pgkys kcy sf`cfefdkct rmgn fc tln nhpgmynn sktfsekdtfmc (Alkgfj, Frslkj &

Hnlhmmj, 2?;;). _ky, meenrnj tm tln nhpgmynns, kgmcn dkc trf``nr tln sktfsekdtfmc me

nhpgmynns mr tln mtlnr wky krmucj but tlnrn fs k gkda me nhpfrfdkg nvfjncdn fc tln

gftnrkturn tm fcjfdktn ft (Bkssntt, ;66:). Plnrnks tlnrn nxfsts sf`cfefdkct rngktfmcslfp

bntwnnc tln gnvng me sktfsekdtfmc me nhpgmynns kcj tln pky, rkcas kssf`cnj tm tlnh ks pnr

tln stujy dmcjudtnj by Mslk`bnhf (2???). Kgsm tln stujy dmcjudtnj kt Hksskdlusntts

lf`lnr njudktfmc fcstftutfmcs su``nstnj tlkt tln skgkry pkdak`n kcj prmenssfmckg

jnvngmphnct me tln nhpgmynns krn khmc` tln hmst fhpmrtkct ekdtmrs rngktnj tm tln

nhpgmynn sktfsekdtfmc (@rkdn & Alkgsk, 2??4).

Zlnrn nxfst hfxnj vfnws kbmut tln rmgn me pky wftl tln sktfsekdtfmc me nhpgmynns.

Zln survny dmcjudtnj fc ;66< by Vmuc` kcj lfs enggmw rnsnkrdlnrs emucj cm sf`cfefdkct

rngktfmcslfp bntwnnc pky kcj sktfsekdtfmc. Tfhfgkrgy tln sktfsekdtfmc me nhpgmynns fs

wnkagy kssmdfktnj wftl tln pky kcj mtlnr bncnefts (Brkfckrj, 2??>).


20/38

2?

2.4.: Tupnrvfsfmc kcj imb sktfsekdtfmc

Zlnrn nxfsts pmsftfvn rngktfmcslfp bntwnnc tln sktfsefnj nhpgmynn kcj tln

supnrvfsmrs. Zln supnrvfsfmc lks vnry sf`cfefdkct rmgn fc tln imb sktfsekdtfmc fc tnrhs me

prmvfjfc` nhmtfmckg suppmrt tm tln nhpgmynns kcj tln `ufjkcdn fc tndlcfdkg hkttnrs

(_ntnrsmc nt kg., 2??41 Rmbbfcs nt kg., 2??4).

Zln supnrvfsmrs kgsm dmctrfbutn tm tln hmrkgn bufgjfc` me tln nhpgmynns kcj tlnfr

bnlkvfmr lks strmc` fhpkdt mc tln imb sktfsekdtfmc. Hmrnmvnr, tln supnrvfsmrs lkvfc`

jnhmdrktfd stygn hky lkvn sktfsefnj nhpgmynns tlkc tln pnmpgn wftl kutmdrktfd stygn.

Zlny kgsm brfc` emrtl tln luhkc sfjn me tln wmra kcj dmctrfbutn tm tln gnvng me nhpgmynn

imb sktfsekdtfmc (Alkgfj, Frslkj & Hnlhmmj, 2?;;).

2.4. > _rmhmtfmckg mppmrtucftfns kcj imb sktfsekdtfmc

Hkcy rnsnkrdlnrs krn me tln vfnw tlkt tln prmhmtfmckg mppmrtucftfns krn strmc`

jntnrhfckct me tln nhpgmynn imb sktfsekdtfmc (_ntnrsmc nt kg., 2??4). Zlfs mpfcfmc wks

suppmrtnj by tln rnsnkrdl tlkt su``nstnj tlkt tlnrn nxfsts pmsftfvn kcj sf`cfefdkct

rngktfmcslfp bntwnnc tln sktfsekdtfmc kcj prmhmtfmc mppmrtucftfns me tln nhpgmynns.

Hmrnmvnr, wlnc tlnrn krn gfhftnj mppmrtucftfns me `rmwtl mr prmhmtfmc kvkfgkbgn emr tln

nhpgmynns, tlny gfan tm swftdl ermh tlnfr imbs (Nggfdasmc & Gm`sjmc, 2??21 Jkvfj &

Pnssmc, 2??;).


21/38

2;

2.4.5 Dm-wmranrs kcj imb sktfsekdtfmc

Arnftcnr kcj Afcfdaf (2??;) su``nstnj tlkt erfncjgy kcj dmggkbmrktfc` dmggnk`uns

dkc fcdrnksn tln gnvng me nhpgmynn imb sktfsekdtfmc. Kddmrjfc` tm Hkjfsmc (2???), tln

nhpgmynns wlm jm cmt `nt kpprmprfktn suppmrt kcj dmggkbmrktfmc ermh tlnfr dm wmranrs

tlny krn hmrn gfangy tm bn tln uclkppy mr jfssktfsefnj nhpgmynns fc tln mr`kcfzktfmc.

_msftfvn rngktfmcslfp me nhpgmynns wftl tlnfr dmggnk`uns cmt mcgy nclkcdns tlnfr

sktfsekdtfmc gnvng but kgsm yfngjs sf`cfefdkct neendts kcj dmrrngktfmc mc tlnfr gnvng me

sktfsekdtfmc (Bnrtk, 2??>1 Alkgfj, Frslkj & Hnlhmmj, 2?;;).

2.4.0 Imb sndurfty kcj imb sktfsekdtfmc

Ttujy fcjfdktnj tlkt tln pnmpgn wmrafc` fc pubgfd sndtmr enng hmrn imb sndurfty

tlkc tlnfr dmuctnrpkrts fc prfvktn sndtmr mr`kcfzktfmcs (Alkgfj & Frslkj, 2?;?). Ukrfmus

rnsnkrdlnrs fcjfdktnj tlkt tln fcdrnksnj imb sndurfty dkc gnkj tm tln `rnktnr dmhhfthnct

me nhpgmynns tmwkrjs tlnfr mr`kcfzktfmcs (Hmrrfs nt kg., ;6641 Fvnrsmc, ;665).

Zln stujy kgsm rnvnkgnj tlkt tln imb sndurfty lks sf`cfefdkct fhpkdt mc tln

kttftujns me nhpgmynns wlfdl kgsm rnsugts mc tlnfr mr`kcfzktfmckg dmhhfthnct kcj

pnremrhkcdn. Hmrnmvnr imb fcsndurfty dkc lkvn kjvnrsn keendts mc tln nhpgmynn

dmhhfthnct kcj tln gnvng me imb sktfsekdtfmc me nhpgmynns (Alkgfj, Frslkj & Hnlhmmj,

2?;;).


22/38


23/38

24

ntd. (Dlnc nt kg., 2??51 Tsn`kc`k & @krrntt, 2??>). Zlnrn nxfsts pmsftfvn kcj sf`cfefdkct

rngktfmcslfp bntwnnc tln pky bncnefts, tln rngktfmcslfp khmc` tln dmwmranrs me kdkjnhfd

stkee kcj tlnrn wks pmsftfvn kcj fcsf`cfefdkct rngktfmc bntwnnc tln kdkjnhfd sktfsekdtfmc

kcj tln wmrafc` dmcjftfmcs me tlnfr fcstftutfmcs (@fgg & Klhkj, 2??6).

Ukrfmus rnsnkrdlnrs fcjfdktnj tlkt tln tfhn prnssurn kcj wmrafc` lmurs kgsm lks

sf`cfefdkct fhpkdt mc tln gnvng me sktfsekdtfmc mr jfssktfsekdtfmc me tln nhpgmynns. Zlnfr

stujy efcjfc`s su``nstnj tlkt tln kdkjnhfd stkee mr ekdugty wnrn vnry jfssktfsefnj wftl tln

wmragmkj wftl tln fcdrnksnj cuhbnr me wmrafc` lmurs (Ikdmbs & Pfcsgmw, 2??:). Zlfsefcjfc` wks suppmrtnj by cuhbnr me rnsnkrdlnrs wlm emucj tln wmra mvnrgmkj lks

cn`ktfvn sf`cfefdkct fhpkdt mc tln gnvng me nhpgmynn sktfsekdtfmc fc kdkjnhfds (Kgtke &

Kwkc, 2?;;1 Kwkc` & Klhkj, 2?;?)

Kcmtlnr rnsnkrdl su``nstnj tlkt tln gnvng me sktfsekdtfmc me ekdugty hnhbnrs

vkrfns wftl tlnfr imb jnsdrfptfmc, rkcas, snrvfdn gnc`tl, kcj `ncjnr. Hmrnmvnr, tln mvnrkgg

imb sktfsekdtfmc fs fceguncdnj by tln tncurn, rkca kcj ekdugty bnlkvfmr tmwkrjs tln

tnkdlfc`, rnsnkrdl, rndm`cftfmc, kjhfcfstrktfvn suppmrt kcj dmhpncsktfmc (Ikdmbs &

Pfcsgmw, 2??:1 K`ufrrn, 2???1 Bmwnr, 2??21 Erksnr & Lmj`n, 2???1 Lk`njmrc, ;6651

Rmssnr, 2??:, 2??>).

2.> Tktfsekdtfmc me Kjhfcfstrktfvn Ttkee fc Lf`lnr Njudktfmc Fcstftutfmcs

Nhpgmynns pgky drftfdkg rmgn fc tln suddnss me lf`lnr njudktfmc sndtmr. Zlnfr

sktfsekdtfmc fs vnry fhpmrtkct emr tln ucfvnrsftfns tm rnkdl tlnfr qukgfty stkcjkrjs kcj


24/38


25/38

2>

me tln ucfvnrsftfns mc tlnfr rnsmurdns tlkt fs tlnfr stkee (Iuwklnnr kcj Cucamm, 2?;?1

Imlcsruj, 2??2).

Jnspftn tlfs ekdt vnry enw fcstftutfmcs krn tkafc` fcftfktfvns tm ksdnrtkfc tln

nhpgmynn jnvngmphnct wlfdl fcdrnksns tln imb strnss kcj jfssktfsekdtfmc khmc` tlnsn

nhpgmynns (Imlcsruj, 2??2). Iuwklnnr kcj Cucamm (2?;?) kssnrtnj tln fhpmrtkcdn me

nhpgmynn jnvngmphnct fc tlnfr stujy kcj stktnj tlkt tln ucjnrstkcjfc` me sudl sdnckrfm

by tln ucfvnrsfty kjhfcfstrktmrs fs vnry fhpmrtkct ks tlny pgky vnry fhpmrtkct rmgn fc tln

prmdnss me rndrufthnct, nhpgmynn rntnctfmc, trkfcfc`, qukgfty tnkdlfc`, stujnct gnkrcfc`kcj mvnrkgg pnremrhkcdn me tlnsn lf`lnr njudktfmc fcstftutfmcs.

Hkcy lf`lnr njudktfmc fcstftutfmcs krn cmw nhpgmyfc` tln jfeenrnct hkck`nhnct

kpprmkdlns, jun tm tln fcdrnksnj nxtnrckg prnssurns mc hkfctkfcfc` tln qukgfty stkcjkrjs

wlfdl dkc mcgy bn kttkfcnj tlrmu`l qukgfty tnkdlfc` kcj kjhfcfstrktfvn stkee, tm fhprmvn

tln mr`kcfzktfmckg `mvnrckcdn systnh kcj tlnfr strudturn. Zlnfr kjkptktfmc tm tln gktnst

hntlmjs fs vfsfbgn by tlnfr prfhkry prkdtfdfc` me hkck`nhnct tmmgs gfan pnremrhkcdn

hkck`nhnct systnh (_HT). Emr nxkhpgn, Bkrckb & Rfddkbmcf (2??0) rngktnj tln

jyckhfd usn me _HT emr tlnfr kdkjnhfd stkee, rnsnkrdl ucfts kcj hkck`nhnct. Zlnsn

dlkc`ns fc hkck`nhnct stygns lks emrdnj tlnsn fcstftutfmcs tm efcj tln bnst wky tm

hkck`n tlnfr rnsmurdns1 kdkjnhfds kcj stkee (_kranr, 2?;;). Zlfs fcdrnksnj nhplksfs mc

tln sktfsekdtfmc me nhpgmynns fc lf`lnr njudktfmc fcstftutfmcs fs hmtfvktnj by tln

mpnrktfmckg ckturn me wmra kcj tln buj`ntkry rnqufrnhncts fc tlnsn fcstftutfmcs wlfdl krn

jmhfcktnj by tln nxpncsns mc kdkjnhfd jnvngmphnct. ft fs tlnc nxpndtnj tlkt tln imb


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25

sktfsekdtfmc wfgg fceguncdn tln nhpgmynn dmhhfthnct kcj tln mr`kcfzktfmckg pnremrhkcdn

(Zmanr 2?;;).

2.5 Jfeenrncdn bntwnnc gnvng me sktfsekdtfmc khmc` Kdkjnhfd kcj Kjhfcfstrktfvn

Ttkee

Zln rnsnkrdl kbmut tln kdkjnhfd stkee kcj kjhfcfstrktfvn stkee dkc bn suhhkrfznj

ks emggmws9

Zlnrn nxfsts vnry rfdl gftnrkturn kbmut tln sktfsekdtfmc gnvng me kdkjnhfd stkee fc

lf`lnr njudktfmc sndtmr. Ukrfmus rnsnkrdlnrs lkvn jnvngmpnj k cmtfmc me rngktfmcslfp

khmc` tln ekdtmrs gfan ncvfrmchnct, pky, skenty, ntd wftl tln nhpgmynn sktfsekdtfmc.

Zlnsn ekdtmrs kgsm bn usnj fc kddmuctfc` emr tln rnksmcs bnlfcj tln nhpgmynn kttrftfmc kt

wmra mr tlnrn pmssfbgn stky fc tlnfr wmrapgkdns. Zln rnsnkrdl ucjnrtkanc fc tln

ucfvnrsftfns me ^TK emucj tlkt tln nhpgmynns wnrn hmrn sktfsefnj wftl tlnfr

ncvfrmchnctkg ekdtmrs kcj wnrn jfssktfsefnj wftl tln dmhpncsktfmc `fvnc tm tlnh.

Hmrnmvnr tln kdkjnhfd stkee slmwnj jfssktfsekdtfmc wftl tlnfr pnremrhkcdn nvkguktfmc

drftnrfk (Ausau, 2??41 Hkc`nr & Nfangkcj, ;66?).

Kcmtlnr rnsnkrdl emucj mut tln cuhbnr me ekdtmrs kbmut tln nhpgmynn sktfsekdtfmc

fc tln lf`lnr njudktfmc systnh wlfdl kgsm fcdgujnj tln rmgn me kjhfcfstrktfmc fc tln

kdkjnhfd stkee s gnvng me sktfsekdtfmc (Lk`njmrc, ;66:).


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20

Zln rnsnkrdl mc tln gnvng me sktfsekdtfmc khmc` tln kjhfcfstrktfvn stkee fs cmt ks

rfdl ks tln rnsnkrdl mc tln nhpgmynns fc kdkjnhfds. Hmst me tln rnsnkrdlnrs lkvn emdusnj

tlnfr stujfns mc tln nctry kcj hfj gnvng kjhfcstrktfvn stkee kcj mc tln sncfmr gnvng

kjhfcfstrktmrs ks wngg. Zlnsn sncfmr kjhfcfstrktmrs usukggy fcdgujns tln jnkcs, kdkjnhfd

meefdnrs, prnsfjncts ntd. wlm lkvn jung rmgn fc kdkjnhfds kcj kjhfcfstrktfmc me tlnfr

fcstftutfmcs. Zlnrnemrn, hmst me tln efcjfc`s me sudl rnsnkrdlnrs krn pkrkggng tm tln

sktsfekdtfmc gnvng emucj fc tln kdkjnhfd stkee (Imlcsruj, 2??21 Pmgawnfc & _krhgny,

2???1 Imlcsruj nt kg., 2???).

Zln rnsnkrdl dmcjudtnj by Imlcsruj kcj Rmssnr (;666) kckgyznj tln qukgfty me

wmrafc` gfen khmc` tln kjhfcfstrktfvn stkee bksnj mc tlnfr kttftujns. Zln stujy emucj cfcn

fhpmrtkct ekdtmrs tlkt dmcstftutns tln dmhpmcncts me tlnfr sktfsekdtfmc. Zln ekdtmrs

fcdgujnj dkrnnr suppmrt, jfvnrsfty, `ncjnr bksnj fssuns, fctnrvnctfmc, jfsdrfhfcktffmc,

rndm`cftfmc, wmrafc` dmcjftfmcs, rngktfmcslfps wftlfc kcj bntwnnc tln jnpkrthncts kcj

nxtnrckg rngktfmcslfps. Zlnfr pnrdnptfmc rngktnj tm tlnsn ekdtmrs slkpn tln kttftujns kcj

hmrkgn me tlnsn hfj gnvng kcj sncfmr gnvng kjhfcfstrktmrs. ^pmc nxkhfcktfmc me tln

ekdtmrs rngktnj tm tln rnsf`c me tlnsn hkck`nrs / kjhfcfstrktmrs, ekdtmrs gfan pnrdnptfmc me

wmra gfen kcj hmrkgn wnrn fjnctfefnj (Imlcsruj nt kg., 2???). Zlnsn efcjfc`s wnrn pkrkggng

tm tln efcjfc`s me rnsnkrdlnrs kbmut tln fctnctfmc me kdkjnhfd gnvng stkee tm rnsf`c ermh

tlnfr imbs. Fc bmtl tln dksns, tln qukgfty me wmra gfen lkj jfrndt fhpkdt mc tlnfr hmrkgn kcj

tlnfr gnvng me hmrkgn lkj fhpkdt mc tlnfr jndfsfmcs tm gnkvn tln imbs.


28/38

2>;-?;;-?>;-?;;-?


34/38

4:

Jkcfsl, R.[, kcj ^shkc, K. (2?;?). Fhpkdt me Rnwkrj kcj Rndm`cftfmc mc ImbTktfsekdtfmc kcj Hmtfvktfmc9 Kc Nhpfrfdkg Ttujy ermh _kafstkc. Fctnrcktfmckg Imurckg me

Busfcnss kcj Hkck`nhnct , >(2), ;>6-;50.

Jkvfj, B., & Pnssmc, Z. (2??;). K dmhpkrktfvn kckgysfs khmc` pubgfd vnrsus prfvktnsndtmr prmenssfmckgs.Zln Fccmvktfmc Imurckg , ;6 (;>), 2.

Jvmrka, I., & _lfgfps, A.J. (2??;). Imb sktfsekdtfmc me lf`l sdlmmg imurckgfsh njudktmrs, pkpnr prnsnctnj kt tln Kccukg Hnntfc` me tln Kssmdfktfmc emr Njudktfmc fc Imurckgfshkcj Hkss Dmhhucfdktfmc.

Nj`kr, E. kcj @nkrn, K. (2??>). LRH prkdtfdn kcj nhpgmynn kttftujn9 jfeenrnct hnksurns jfeenrnct rnsugts. _nrsmcng Rnvfnw, Umg. 4:, Cm. >, pp. >4:->:6.

Nggfdasmc, H.D., & Gmc`sjmc, A. (2??2). Jntnrhfckcts me imb sktfsekdtfmc me hucfdfpkg

`mvnrchnct nhpgmynns. _ubgfd _nrsmccng Hkck`nhnct , 4; (4), 4:4-4>).Nhpgmynn pnrdnptfmcs me nhpmwnrhnct, Nhpgmynn Rngktfmcs,Umg. 20, Cm. :, pp. 4>:-45


35/38

4>

Lk`njmrc, G. T., (;66:). Rntfrnhnct prmxfhfty s rmgn fc tln prnjfdtfmc me sktfsekdtfmc fckdkjnhn. Rnsnkrdl fc Lf`lnr Njudktfmc. Umg. 4> Cm. 5, pp. 0;;-2),

>56->6 , > 2?.

Lmustmc, J., Hnynr, G. L., kcj _knwkf, T. (2??5). Kdkjnhfd Ttkee Pmragmkjs kcj ImbTktfsekdtfmc9 Nxpndtktfmcs kcj vkguns fc kdkjnhn. Imurckg Me Lf`lnr Njudktfmc _mgfdy &

Hkck`nhnct , 2


36/38

45

Amsgmwsay, H. & Arkusz, H. (2??2). Umguctkry nhpgmynn wftljrkwkg kcj fckttncjkcdn. Cnw Vmra9 _gncuh _ubgfslnrs.

Ausau, E., (2??4). Nhpgmynn sktfsekdtfmc fc lf`lnr njudktfmc9 tln dksn me kdkjnhfd kcjkjhfcfstrktfvn stkee fc turany. Dkrnnr jnvngmphnct Fctnrcktfmckg. 5

Gmdan, N.K. (;605). Zln ckturn kcj dkusns me imb sktfsekdtfmc. Fc H.J. Juccnttn (Nj.), Lkcjbmma me fcjustrfkg kcj mr`kcfzktfmckg psydlmgm`y (pp. ;260 ;4:6). Dlfdk`m9 RkcjHdCkggy.

Gucj, J.B. (2??4). Mr`kcfzktfmckg dugturn kcj imb sktfsekdtfmc. Imurckg me Busfcnss kcj Fcjustrfkg Hkrantfc`, Umg. ;). Mr`kcfzktfmckg bnlkvfmr . Hd@rkw-Lfggs Fctnrcktfmckg Njftfmc.

Hkc`nr, Z. kcj Nfangkcj, M., (;66?). Ekdtmrs prnjfdtfc` stkees fctnctfmc tm gnkvn fc tlnucfvnrsfty. Lf`lnr Njudktfmc. Umg. ;6, pp.2QTpndfkg Fssun Cmvnhbnr 2?;4X

C`ucf, T., Tgnn`nrs, _., & Jncnssnc, N. (2??5). Zrkcsemrhktfmckg kcj trkcskdtfmckg

gnkjnrslfp neendts mc tnkdlnrs imb sktfsekdtfmc, mr`kcfzktfmckg dmhhfthnct, kcjmr`kcfzktfmckg dftfzncslfp bnlkvfmr fc prfhkry sdlmmgs9 Zln Zkczkcfkc dksn. Tdlmmg Neendtfvncnss kcj Tdlmmg Fhprmvnhnct , ;0 (2), ;:>-;00.

Mapkrk, I. M., Tqufggkdn, H, kcj Nrmcju, N. K., (2??>). @ncjnr jfeenrncdns kcj imbsktfsekdtfmc9 k stujy me ucfvnrsfty tnkdlnrs fc tln ^cftnj Ttktns. Pmhnc Hkck`n. Rnv .2?(4)9 ;00-;6?.

Mmf, A. B. nt kg. (2??>). Jmns Z[H fceguncdn nhpgmynns imb sktfsekdtfmc= Kc nhpfrfdkgdksn kckgysfs. Rntrfnvnj ermhlttp9//busfcnss.yru.kd.tl/efgns/prmindt/imurckg%2?hkck`nhnct/w;2.pje Qmc ?6.?>.2?;:X

Mslk`bnhf, Z. (2???). Dmrrngktns me pky sktfsekdtfmc fc lf`lnr njudktfmc. Zln Fctnrcktfmckg Imurckg me Njudktfmc Hkck`nhnct , ;: (;), 4;-46.lttp9//jx.jmf.mr`/;?.;;?;4>:??;?4;?4?. jmf9;?.;?;5/i.dpk.2?;?.;;.??2
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Ttkpgns, J. T., Lf``fcs, D. K., (;66

importance of employee (internal customer) satisfaction in higher education

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