A RESEARCH FOR INTERNAL AND EXTERNAL CUSTOMER SATISFACTION RELATIONSHIP IN FIVE-STAR HOTELS OF DIDIM REGION

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This study aims to explore the relationship between internal and external customer satisfaction with an emprical research. Internal customer satisfaction was measured by seven sub-factors such as satisfaction for individual improvement possibilities, salary satisfaction, satisfaction for management relations, satisfaction for working conditions, satisfaction for hotel labor quality and level, satisfaction for employee relations, satisfaction for role defineteness. The relationships between exterior customer satisfaction for hotel employees variable and these seven sub-factors (variables) were examined by correlation and regression analyses in the study. The analyses indicated that there was a statistical relationship between exterior customer satisfaction for hotel employees variable and these four sub-factors; satisfaction for individual improvement possibilities, salary satisfaction, satisfaction for management relations and satisfaction for working conditions. Statistical analyses indicated that salary satisfaction had the most influence on exterior customer satisfaction for hotel employees dependent variable. The other independent variables having influence on dependent variable were sequentially satisfaction for working conditions, satisfaction for management relations and satisfaction for individual improvement possibilities.

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Customer , Internal Customer , External Customer , Satisfaction

Journal Of Commerce an‎d Tourism Education Faculty

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Journal Of Commerce an‎d Tourism Education Faculty