A Study on the Effects of Internal Customer Assistance Activity and Service Quality on Job Satisfaction and Customer Orientation

기업의 내부마케팅활동과 서비스품질이 종업원의 직무만족 및 고객지향성에 미치는 영향에 관한 연구 -D사 골프장을 대상으로

Competition to attract customers to the increase of the golf club, but the less people enjoying golf for a variety of issues, including the economic downturn, so golf is going deepened. Therefore, the local golf club is faced with the difficulty of management. In the case of the golf club human resource is the most important factor, because it has a high labor intensive nature of the industry as a type of facilities and services on the basis of intangible human resources. In this paper, to confirm the internal marketing activities and internal service quality, basic premise is that for an external customer satisfaction, internal customer satisfaction should be preceded, and try to analyze these execution factors on job satisfaction and customer orientation, either directly or indirectly affected. The empirical results, the management support in the internal marketing activities were the factors affecting the intrinsic job satisfaction, and the internal service quality were factors affecting employees of the intrinsic job satisfaction and extrinsic job satisfaction.