The effects of internal customer satisfaction to external customer satisfaction and a research

In the century in which we live, changes thanks to technological developments have massive influence over every area of human life. Easiness of information access has made custumers realized the alternatives of their choices. Accordingly, business organizations, to make a difference, even be one step ahead, are left in fierce competition with other business organizations in their area. The business organization, whose existence is to make profit and be stable in profiting, have realized that they have to base on ensuring customer satisfaction to maintain their being in today's competative business environment. However, research has showed that meeting customers' requests, needs and expectations by desired product or presenting desired opportunities is not sufficient for customer satisfaction. The puzzle here has been completed by specifying the importance of internal customers, which are employees of Business organisations. In a business organization, unsatisfaction of employees has negative effets on work processes, in turn, quality of the outcome of the job and eventually low quality product or service to external customers. Because employees design, produce and suply the product to external customers. By reason of it, the first and the foremost of the effectiveness of a business organization is the satisfaction of the internal customers. This research has been done to investigate the effects of the fact that internal customer satisfaction leads to external customer satisfaction. The importance and the value of the fact of satisfaction has been investigated. And, by investigating the importance and the value of the fact of satisfaction, a business practice has been performed to show the effects of the aforementioned fact on actual business organization.