The effect of internal marketing on employee satisfaction and service quality: An application in hotels in Kütahya Afyon provinces

When the literature on the concept of internal marketing, employee satisfaction and service quality is examined, there are many sources. In this study; The effect of internal marketing on employee satisfaction and service quality: Hotels İn Kütahya- Afyon Provinces have also been studied on an application. The universe of the study consists of hotels located in Afyonkarahisar and Kütahya provinces. Employees of NG Hotels, Jura Thermal Hotel, İkbal Thermal Hotel and Hilton Gardenn Inn participated in the study in line with the permissions obtained within this scope and on a voluntary basis. A total of 250 hotel employees, 109 women and 141 men, took part in the study. According to the results of the analysis, it was found that there is a positive relationship between internal marketing and employee satisfaction, a positive relationship between internal marketing and service quality, and a positive relationship between service quality and employee satisfaction. When we examine it according to demographic characteristics, it has been revealed that there are significant differences on internal marketing, employee satisfaction and service quality. However, it has been determined that employee satisfaction has a mediating role in the relationship between internal marketing and service quality.