• Title/Summary/Keyword: Internal Marketing

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The Influence of customer orientation on the Social Welfare Hall workers of internal marketing

  • Cho, Woo-Hong
    • Journal of the Korea Society of Computer and Information
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    • v.21 no.2
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    • pp.131-136
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    • 2016
  • This study aims to present suggestions on the causes and effects between internal marketing and customer-oriented trends of social welfare halls based on the issue that internal marketing should be activated based on previous studies on the relationship between internal marketing and customer-oriented trends. For this purpose, as a result of analysing the research hypothesis through a questionnaire, this study has meaning in that it supported the results of previous studies on internal marketing and customer-oriented trends as theoretical suggestions and analysed the relationship between internal marketing and customer-oriented trends. It was politically suggested and emphasized that internal marketing is needed in social welfare halls and to encourage social welfare workers to be customer-oriented, components of internal marketing should be established in an organic and systematic manner.

The Effects of Clinical Nurse's Internal Marketing on Job Satisfaction, Turnover Intention, and Customer Orientation (간호사가 지각한 내부마케팅 활동이 직무만족, 이직의도, 고객지향성에 미치는 영향)

  • Ha, Na-Sun;Choi, Jung
    • Journal of Korean Academy of Nursing Administration
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    • v.13 no.2
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    • pp.231-241
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    • 2007
  • Purpose: The purpose of this study was to identify the effects of nurse's internal marketing on job satisfaction, turnover intention, and customer orientation. Method: The subjects were 559 nurses were working in 3 general hospitals. The data were collected from October 20 to November 15, 2006. For data analysis, descriptive statistics, Pearson correlation coefficient, stepwise multiple regression were used. Results: The mean score of the total internal marketing was 2.68, communication 3.03, vacation and suspension from office 2.64, education and training 2.60, reward system 2.56, work environment 2.53, and employment benefits 2.38, total job satisfaction was 2.96, turnover intention was 3.10, and customer orientation was 3.76. 'Internal marketing', and total subcategories of internal marketing were positively related to job satisfaction. 'Internal marketing', and total subcategories of internal marketing were negatively related to turnover intention. 'Internal marketing', 'communication', 'vacation and suspension from office', 'education and training', and 'work environment' were positively related to customer orientation. Conclusion: Through this results, to increase job satisfaction and customer orientation and to decrease turnover intention, it is necessary to concentrate on improving internal communication and reward system in the internal marketing strategy.

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The Effects of Internal Marketing of Fashion Store on Customer Orientation of Salespeople (중소도시 상권 활성화를 위한 패션가두점 내부마케팅이 판매원의 고객지향성에 미치는 영향)

  • Lee, Ok-Hee
    • Journal of the Korean Society of Clothing and Textiles
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    • v.35 no.5
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    • pp.537-546
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    • 2011
  • This study shows the necessity of internal marketing activities and the need for effective internal marketing programs for fashion shop. This research tests the hypothesized relationships between internal marketing and its determinants such as job satisfaction, organizational commitment, and customer orientation. To measure these hypotheses, a total 200 questionnaires were distributed and 185 were collected. Finally, 163 questionnaires were used for the analysis, while 22 were found invalid. The frequency analysis, factor analysis, reliability analysis, and multiple regression were conducted after coding and cleaning by SPSS 18.0. The internal marketing activities were classified into five factors (internal communication, welfare system, empowerment, educational training program, and incentive system). The results of this study are as follow. First, internal marketing activities have a positive influence on job satisfaction and organizational commitment. Second, job satisfaction has an effect on organizational commitment. Third, internal marketing activities, job satisfaction, and organizational commitment have a positive influence on customer orientation. Accordingly, it should raise the standard of customer orientation, if it is promote the job satisfaction and organizational commitment of employee through internal marketing activities such as internal communication and empowerment.

A Study on the Effects of Hospital Internal Marketing Factors on the Internal Customer Satisfaction

  • Ahn, Jong-Min
    • Korean Journal of Clinical Laboratory Science
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    • v.45 no.4
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    • pp.188-192
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    • 2013
  • This study was conducted to develop the strategy for more effective internal marketing and promoting internal customer satisfaction by grasping the level of internal marketing operations targeting employees within hospital and empirically analyzing the effect of internal marketing operations on internal customer satisfaction. The findings reveal that there is a significant correlation between factors for internal marketing components and internal customer satisfaction. The average factor score for internal customer satisfaction is 3.230 out of 5, which is a little higher than normal levels. Counting down the five factors is as follows: internal communication, education and training, delegation of authority, welfare, compensation system, with compensation system shown as the lowest level and internal communication as the highest level. In addition, the result of multiple regression analysis conducted to inspect the effect of factors for internal marketing components on internal customer satisfaction indicates that among 5 factors, delegation of authority, education and training, and welfare have positive influences on internal customer satisfaction; whereas, compensation system has little effect on it.

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The Relationship between Internal Marketing and Service Quality (외식 업체 내부 마케팅이 서비스 품질에 미치는 영향에 관한 실증적 연구)

  • Jun, Hwa-Jin;Lim, Hyun-Cheol
    • Culinary science and hospitality research
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    • v.12 no.4
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    • pp.170-186
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    • 2006
  • The purpose of this study is to figure out how factors of internal marketing affect service quality. Method of human resource could be indicated to bear fruit of food-industry based on this research. This study conducted documentary study and empirical study. To achieve the purpose, a survey was conducted by 229 staffs of family restaurants in Daegu. The result of this research is as follows. First, the properties of each factor of internal marketing, Service Quality and staff's behavior were extracted from the previous studies. Second, internal marketing was applied as a independent variable, and service Quality as a consequent variable. The result reached through convergent validity came to satisfy all variables. Third, it was strongly maintained the fact that the better internal marketing was applied, the more staff were satisfied and the higher service quality was. It was shown that staffs provided customers with a good service if they were satisfied with internal marketing and their companies.

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The mediating effect of service quality between internal marketing and customer satisfaction (호텔종사자의 내부마케팅과 고객만족의 관계에서 서비스품질의 매개효과)

  • Ahn, Kwan-Young
    • Journal of the Korea Safety Management & Science
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    • v.9 no.6
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    • pp.97-103
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    • 2007
  • This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

Research Trend on Internal Marketing of Medical Service Organization

  • Kim, Woon-Shin
    • Journal of the Korea Society of Computer and Information
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    • v.21 no.6
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    • pp.83-88
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    • 2016
  • In this research aimed to deduce internal marketing factors, purpose, and their practical application by analyzing preceding researches on internal marketing of Korean medical service organization and investigating the recent trend of its research. Subjects of research are ten preceding researches that have been published in KCI records for the last five years from 2011 to 2016. Summarize result of researches, first, internal factors that were most frequently used were internal communication, compensation system, and education and training, which were used by 8(.8). Second, occupations that had most interest in the internal marketing research appeared to be nursing(.9) and administration(.3). Third, the practical application of the internal marketing appeared to be job satisfaction(.8), followed by customer orientation(.6), and organizational commitment(.4). Suggestion do, necessary to develop subordinate factors regarding the realistic internal marketing, such as both-sided internal communication enhancement, education and training, compensation system differentiated by individuals and teams, fairness in performance rating, work environment improvement, delegation of authority, career development, shared organizational vision in order to maximize job satisfaction, job commitment, and organizational commitment of employees as internal customers, before establishing strategies to satisfy patients and guardians who are external customers.

The Effect of Internal Marketing on Employees' Service Immersion to Customers

  • KANG, Min-Jung;KIM, Hae-Jong;HWANG, Hee-Joong
    • Journal of Distribution Science
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    • v.17 no.12
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    • pp.33-42
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    • 2019
  • Purpose: This study seeks to identify whether internal marketing factors have a statistically significant positive effect on the flow of services to customers of bank service employees. Specifically, the purpose of this study is to confirm the importance of internal marketing in the employees' services immersion to customers. In addition, the study seeks to identify whether employees' perceived organizational support recognition mediates between internal marketing factors and the employee's immersion in services to customers. Research design, data and methodology: This study distributed 100 questionnaires to employees working at banks to obtain data. Finally, the study conducted a statistical analysis on a questionnaire of 94 employees. For regression, factor analysis, and reliability analysis, the 24 version of the SPSS was used. For the mediation analysis, the SPSS macro developed by Hayes was used. Results: This study seeks to statistically verify which factors of internal marketing have a greater impact on employee immersion in services. Conclusions: Research verification has shown that all elements of internal marketing affect the employee's immersion in services to customers. It was also shown that the employee's recognition of organizational support mediated the relationship between factors of internal marketing and the employee's immersion in services to customers.

A Study on the Influence of the Perception Employees of Contract Foodservice Management Companies have of Internal Marketing on Service Quality (단체급식업체 내부마케팅에 대한 종사원의 지각과 서비스 제공수준의 영향관계 연구)

  • Lee, Yeon-Jung;Lee, Chun-Yong
    • Journal of the Korean Society of Food Culture
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    • v.24 no.1
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    • pp.58-68
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    • 2009
  • This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was 'value of formula education program' (3.36 points), whereas 'adequate allowance disbursement' (2.62 points) and 'various vacation benefits' (2.66 points) scored low. High service quality items for customers were 'kindness to customers' (3.89 points) and 'willingness to help customers' (3.89 points), whereas 'comprehension of customers' special requests' (3.63 point) and ['meeting customer expectations'] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was 'communication' followed by 'education/environment' and 'fringe benefits/[decisive] delegation'.

The Relationship among Internal Marketing, Service Orientation, and Hospital Image: The Moderating Effect of Self-Efficacy (내부마케팅, 서비스지향성, 병원이미지간의 관계: 자기효능감의 조절효과)

  • Shin, Seung-Hee;Chung, Ki-Han
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.18 no.5
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    • pp.524-530
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    • 2017
  • There has recently been increased recognition of the significance of internal marketing activity towards hospitals; however, few studies have investigated internal marketing towards hospitals. Therefore, this study was conducted to examine the impacts of internal marketing and service orientation on hospital image and to focus on the moderating effect of self-efficacy. The main results were as follows. First, empowerment, education training, and leadership of internal marketing positively affect service orientation, with leadership having the greatest influence. Conversely, internal communication and reward do not affect service orientation. Second, service orientation positively affects hospital image, indicating that an influencing relationship between the two factors is formed. Third, the moderating effects of self-efficacy towards the relationship between internal marketing and service orientation is not significant an alpha level of 0.05. However, overall internal marketing in the high group of self-efficacy has a greater effect on service orientation than that in the low group. Thus, the managers should enhance internal marketing and service orientation to increase hospital image, and motivate employees to have self-efficacy.