Relationships among Internal Marketing, Internal Customer Satisfaction and Competitive Advantage

2016 ◽  
Author(s):  
Won-Seok Bang ◽  
◽  
Jae-Ik Shin ◽  
Ki-Han Chung ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Internal Marketing ◽  
Internal Customer

scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND INTERNAL SERVICE QUALITY FROM AN INTERNAL MARKETING PERSPECTIVE AND AN APPLICATION IN THE BANKING SECTOR

2016 ◽  
Vol 4 (2) ◽  
pp. 159-178
Author(s):  
Özlen Onurlu ◽  
Suna Karataş
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Employee Satisfaction ◽  
Banking Sector ◽  
Internal Marketing ◽  
Competitive Environment ◽  
Long Run ◽  
Marketing Activities ◽  
The Relationship

In a highly competitive environment, the meeting of customer demands and expectations in an effective way is highly crucial for companies that want to have a competitive advantage and to keep on existing in the long run. The main objective of companies is making profit in a sustainable way and this is possible by assuring customer satisfaction. The quality of the services that companies offer their customers is closely related with the performance of the employees. This has made it necessary that marketing activities for employee satisfaction be developed prior to customer satisfaction. Feeling more motivated, workers start working more eagerly as a result of these marketing activities which are called internal marketing. So, companies make their profitability sustainable by means of keeping their customers satisfied and loyal. The aim of this paper is to investigate the relationship between internal marketing activities applied to employees and employee motivations.

Internal Customer Satisfaction In Micro Small And Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 1 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Work Environment ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization which endows it with significant competitive advantage. Internal Customer satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by anumber of authors. This paper explores the various facets of employee satisfaction in MSMSE's of Varanasi.

scholarly journals Pengaruh Pemasaran Internal dan Kualitas Layanan Internal Terhadap Kepuasan Pelanggan Internal (Studi Pada Industri Kepariwisataan di Daerah Istimewa Yogyakarta)

2016 ◽  
Vol 17 (3) ◽  
pp. 17
Author(s):  
Jumadi Jumadi
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Internal Marketing ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Internal Quality ◽  
Analysis Tool ◽  
Quality Service ◽  
Internal Customer ◽  
Internal Customers

<em>The aim of this research is to investigate the implication of internal marketing and internal service quality effectivity towards internal customer satisfaction in Tourism Industry in Yogyakarta Special Territory. This internal marketing studyinvolves variables of motivation and reward system, effective communication, effective employee's selection, effective recruitment, effective development, effective support system, and healthy work environment. While the internal quality service aspects that will be examined in this study are: tangible, emphaty, responsiveness, reliability and assurance, and then their influences on internal customer satisfaction would be analyzed.The sample size is 210 respondents,which is determined using purposive sampling method. The main instrument for data collection in this study is through questionnaire. The analysis tool used to examine the hypothesis of the study is Structural Equation Modeling using AMOS Version 20.0 Software. The result of the study shows that: Internal marketing and internal quality service significantly influence internal customers satisfation. However, the internal quality service influence the internal customers satisfaction more significantly. Therefore the managers in tourism industry should improve the internal marketing more than the internal quality service.</em>

scholarly journals The Impact of Administrative Transparency on the Relationship between Internal Marketing Policies and the Job Satisfaction of the Internal Customer: An Applied Study at Taif University - Kingdom of Saudi Arabia: أثر الشفافية الإدارية في العلاقة بين سياسات التسويق الداخلي وبين الرضا الوظيفي للعميل الداخلي - دراسة تطبيقية بجامعة الطائف، المملكة العربية السعودية -

2020 ◽  
Vol 4 (13) ◽  
Author(s):  
Abdulraheem Ali Alghamdi, Abeer Kamel Alfarran
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Internal Marketing ◽  
Mediating Effect ◽  
Internal Customer ◽  
Intermediate Variable ◽  
Effective System ◽  
Statistical Program ◽  
The Impact ◽  
The Relationship

This study aims to identify the extent of the practice of internal marketing policies and administrative transparency at Taif University, and its impact on the level of internal customer satisfaction (employee). As well as to observe the mediating effect of administrative transparency in the relationship between internal marketing policies and internal customer satisfaction. This study attempts to fill the gap in previous studies related to the impact of internal marketing policies (independent variable) and administrative transparency (intermediate variable) on enhancing internal customer satisfaction (dependent variable) in Saudi universities. A descriptive-analytical approach was used, and 254 questionnaires were distributed randomly stratified to the study sample. The number of valid questionnaires for analysis was (125), which were analysed using the statistical program (SPSS). The findings were that there was a medium degree of approval towards each of the dimensions of internal marketing, the practice of administrative transparency and internal customer satisfaction. There was also a relationship and impact between internal marketing policies and internal customer satisfaction. Similarly, there was a relationship and impact between administrative transparency and internal customer satisfaction. There were a relationship and impact between internal marketing policies and administrative transparency. Moreover, it found that administrative transparency strengthens the positive relationship between internal marketing policies and internal customer. This study recommended increasing employees’ job satisfaction by implementing an effective system of incentives and rewards, training and development and promotions. Furthermore, universities should improve the level of administrative transactions and communications, financial facilitation, and good relations among employees. Moreover, they have to adopt the concept of internal marketing by meeting the needs of employees and working on developing them. Finally, they have to tout administrative transparency policies, as well as clarifying the reasons for administrative decisions with stability and ease of understanding in order to build credibility and trust with employees.

scholarly journals PENGARUH PEMASARAN INTERNAL TERHADAP KEPUASAN PELANGGAN INTERNAL PERUSAHAAN PADA PDAM TIRTA MAYANG KOTA JAMBI

2017 ◽  
Vol 1 (1) ◽  
pp. 102
Author(s):  
Laila Farhat ◽  
Usdeldi Usdeldi
Keyword(s):  
Customer Satisfaction ◽  
Internal Marketing ◽  
The Other ◽  
Employee Empowerment ◽  
Five Dimensions ◽  
Internal Customer ◽  
Independent Variables ◽  
Influential Variable

This study aimed is to analyze the effect of Internal Marketing to Internal Customer Satisfaction Company On PDAM TirtaMayang city of Jambi, The population is PDAM TirtaMayang Employees, it is selected randomly as many as 72 people. Results were statistically demonstrated that the Internal Marketing consists of five dimensions together affect the internal customer satisfaction on PDAM TirtaMayang determinant coefficient Jambi with 61.00 percent. Partially there are two variables: the recruitment and empowerment of the five dimensions that have a positive and significant effect, while for the other three variables, is not significant. And the most influential variable is the variable employee empowerment. In addition, given the influence of the independent variables together against internal customer satisfaction on the company PDAM TirtaMayang Jambi City by 61.00 percent, 39.00 percent of course there are still other variables beyond the variables that affect the company's internal customer satisfaction on the taps TirtaMayang Jambi City that need to be investigated further.Keywords: Internal Marketing, Internal Customer Satisfaction.

scholarly journals Influence of Internal Marketing toward Internal Service Quality and impact to Internal Customer Satisfaction

2017 ◽  
Author(s):  
Jumadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internal Marketing ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Internal Quality ◽  
Quality Service ◽  
Internal Customer ◽  
Internal Service Quality

Internal marketing and internal quality service are the important aspect at the organization that can be increaseperformance organization and customer satisfaction. Aim to this research an investigate influence of internal marketingtoward internal service quality with impact to the internal customer satisfaction at Tourism Industry in Yogyakarta Special of Territory. The sample size was 420 respondent with propusive sampling use to determine the sample. The main instrument in this study is questionaire. The analysis used to examine the hypothesis of the study is Structural Equation Modeling using AMOS Version 20.0 Software. The result of the study show that: Internal marketing influence toward internal quality service. Internal marketing and internal quality service significanly influence toward internal costumer satisfation. Never theless, the internal quality service more significanly influence to the internal customer satisfaction than internal marketing. Therefore manager in tourism industry should be improve more the internal marketing than internal quality service.Keywords: Internal Marketing, Internal Quality Service, Internal Costumer Satisfaction, external customer satisfaction

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