The Influence of Quality of Work Life on Internal Customer Satisfaction: A Comparison of Public and Private Universities

Retaining employees is essential for organisations to maintain their effectiveness, especially in light of increasing competition in all spheres of any economy. This study explores differences in the quality of work life (QWL) and internal customer satisfaction (ICS) across Zambian universities. Utilising a quantitative research design, survey responses were obtained from 404 academic staff members representing 15 private and public institutions. The results indicate no significant overall difference in QWL between academic staff in private and public universities; the low mean in private institutions suggests marginally lower QWL. The subdimensions of QWL reflect significant differences with job security, salary, and work-life balance higher in public universities, while work environment and collegiality are higher in private universities. For ICS, the study indicates higher scores in private universities. Overall, this research contributes valuable insights into the contextual differences between QWL and ICS, offering practical implications for managers and practitioners in the higher education sector. In particular, it recommends that policymakers pay attention to policies that elevate the QWL in both private and public universities for stakeholders to be served better.