A research to determine the effect of internal customer satisfaction on external customer satisfaction: A case study of a food and beverage business in Antalya

In this study to determine the effect of internal customer (employee) satisfaction on external customer (consumer) satisfaction is aimed. For this purpose, a case study belongs to a food and beverage business in the city center of Antalya has given. The business contributes to this study has branches in Antalya, Kayseri and Bursa in Turkey. But Antalya was selected as study province. So that four branches in the city center of Antalya belongs to this business were included. Two questionnaire forms conducted for both two customer groups. By using the data obtained, the state of internal customer satisfaction, the factors effective on it, the state of external customer satisfaction, the relationship between two kinds of satisfaction have been determined.The results of the analysis show that education, job status and tenure in organization are effective on internal customer satisfaction and the state of it is uncertain. Also there is not a significant relationship between internal customer satisfaction and external customer satisfaction opposite of the expected result.This study has three parts. Part 1 includes the concept of customer, the progress and the kinds of customer concept, customer focus management. Part 2 includes the defining, importance, theories, effective factors, results and measurement of internal customer satisfaction and the defining, importance, theories, results of external customer satisfaction and the literature review belongs to relationship between two kinds of satisfaction. Part 3 includes the case study, conducted in a food and beverage business in the city centre of Antalya, determining the effect of internal customer satisfaction on external customer satisfaction. The comments belong to all findings and results are in last part.