Internal customer satisfaction in service marketing

Service industry containing labour intensively, gained importance associated with the increase of technological developments and rivaly. Marketing activities which are included in servise industry changed associated with developing ecenomic conditions. Thus service business whose importance have increased gradually nowadays, started to offer new and different services. Service business asking to overtower to their rivals by creating differences in service adopted customer-driven approach and continued their activities according to changing demand of customers. In this study, it was aimed to determine satisfaction level of bank employees (internal customer) who are included in service business and in accordance with this aim a model was developed. The topics of service, sevice marketing, service business, internal customer and satisfaction were dealt. A questionnaire for was set as part of model for the employees of a state bank in the province of Elazığ and the model was tested. In the end of the analysis, it was found out that there was a relatioship between satisfaction level of internal customer and the factors effecting this level.