Examination of the internal customer satisfaction in furniture industry within the scope of the city of Istanbul

Furniture take up important space in facilitating our life and covering our needs. Furniture should gave aesthetic and functional and comfortable structure designed according to ergonomic conditions which are suitable for use. Developing technology in the field of furniture production as well as ever-increasing varieties increases the attention paid to the customer satisfaction. Customer satisfaction is the most important criteria. To satisfy the customers, the internal customers working in an establishment should be satisfied first. An internal customer satisfied with his/her work belongs to the company and shows loyalty. This study aims to identify the satisfaction of internal customers working in furniture industry in Istanbul Province. To that end, a questionnaire was conducted with 384 internal customers employed in various companies within the furniture industry in Istanbul Province. The conclusion of the study reveals that companies treat their internal customers fairly and the social means provided increase the performance of internal customers. Internal customers also emphasized that they have strong communication ties with their superiors, and can easily present their suggestions to them, and added that they would like to feel appreciated at the workplace. It is identified that internal customers go to work happily when their expectations were met and there is an increase in the work related permanency rates. Keywords: Furniture industry, Internal customer, Istanbul, Satisfaction.