A Study on the Satisfaction of the Employees in the Internal Customer Relationship Management

• Main Author: Yavuz Demirel
• Format: Article
• Language: English
• Published: Gaziantep University 2008-06-01
• Series: Gaziantep University Journal of Social Sciences
• Subjects: İç müşteri tatmini; İç MİY; İşbirliği ve iletişim; İç müşteri odaklılık; Etkili yöneticilik; Türkiye’de beyaz eşya sektörü; Internal customer satisfaction; IntCRM; Cooperation and communication; Being internal customer-focused; Effective management; White goods industry in Turkey
• Online Access: http://dergipark.gov.tr/jss/issue/24257/257140?publisher=gantep

In this study, the factors that affect the satisfaction of the workers in the Internal Customer Relationship Management (IntCRM) in a X manufacturing-industry operation that has a leading role in the white-goods sector in Turkey are studied. In this context, the direction of the relationships among the dimensions of the Internal Customer Relationship Management (internal customer satisfaction, effective management, internal customer-focused culture and attitude, technological competence, cooperation and communication) is examined. The study also deals with the relationship between the socio-demographic characteristics of the workers and internal customer satisfaction dimension, as well as the relationship between socio-demographic characteristics of the workers and cooperation/communication dimension in detail. Additionally, the question whether internal customer satisfaction level varies in accordance with the management style is settled. Besides, various suggestions for the internal customer satisfaction have been made, putting forward the factors that are effective in the internal customer (workers) satisfaction