• Journal of Global Scholars of Marketing Science
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• v.11
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• pp.103-128
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• 2003

As the service market is increasingly competitive, internal marketing, marketing orientation, and customer satisfaction are becoming a crucial issue to the survival and growth of the service firms. This Study examined the structure modeling of internal marketing, market orientation, and customer satisfaction to verify the relationship among construct variables. Conslusively, the higher degree of internal marketing and market orientation, the higher degree of customer satisfaction. Specifically, The positive impact of internal marketing, customer orientation and competitor orientation on customer satisfaction is verified respectively. But, the impact of interfunctional coordination on customer satisfaction is rejected. The company is required to intensify interfunctional coordination in company operation process to boost sustainable competative advantage.

• Journal of the Korea Society of Computer and Information
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• v.21 no.3
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• pp.113-121
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• 2016

In this study, the basic concept of service profit chain was introduced based on the existing studies related to service quality of airline ground crew to find out how are customer satisfaction influenced by factors related to employees who provide service quality to the customers, such as internal service quality and job satisfaction. The data of this study was collected by questionnaire and based on airline ground crews and Gimpo international airport users. A total of 190 of airline ground crew and 273 of passengers validity sample was analyzed a frequency analysis, reliability analysis, exploratory factor analysis and correlation coefficient analysis from SPSS 21, a hypothesis through out confirmatory factor analysis and structural equation modeling from AMOS 7.0. As a result of the analyses, it was found that the models was appropriate in proving the hypotheses on interrelationships among internal service quality, job satisfaction and customer satisfaction. Overall, finding of this study enhance the theoretical progress on the experiential concept in walking tour and offer important implication for airline industry marketers.

• Journal of the Korea Society of Computer and Information
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• v.23 no.12
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• pp.195-201
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• 2018

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.543-558
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• 2012

Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between port service quality, and customer satisfaction and performance in port industry. Methods: The collected data through the survey were analyzed using multi-regression analysis. The measurement tools used for this study were divided into three dimensions such as internal quality, interaction quality and environmental quality. Results: The results of this study are as follows; regarding the influence of pot service quality dimension on customer satisfaction, it was found that the effects of interaction quality and internal quality were significant and those of environmental quality was not significant on customer satisfaction. It was found that customer satisfaction made statistically significant influence on performance from the investigation of the causal effect relationship between customer satisfaction and performance. Conclusion: Incheon Port needs to act actively paying attention to port facilities, efficient operation, network, cargo recruitment activities, smooth communication and fast handling.

• The Journal of the Korea Contents Association
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• v.12 no.4
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• pp.426-437
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• 2012

The purpose of this study is to investigate the relationship between internal service quality, internal customer satisfaction and management outcome of airport security agents. This study had selected special securities from Incheon airport of October, 2011 for population. Using judgment sampling method, 282 samples were drawn and were used for the final analysis. Questionnaire used in study is composed of total 43 questions and using SPSSWIN 18.0, frequency analysis, factor analysis, reliability analysis, multiple regression analysis and path analysis were performed. Cronbach's ${\alpha}$ value which shows the reliability of the survey came out to be over .686. The conclusion is following: First, internal service quality of airport security agents affects internal customer satisfaction. That is, as corporality, responsiveness and empathy increase, internal supply satisfaction and job satisfaction also increase. Second, internal service quality of airport security agent affects job performance. That is, as corporality, reliability and responsiveness increase, non-financial performance and financial performance also increase. However, when empathy is not activated well, financial performance is decreased. Third, airport security agent…s internal customer satisfaction affects job performance. That is, as activation of internal supply satisfaction increases, nonfinancial performance and financial performance are increased. Fourth, airport special security agent…s inside quality of service exerts direction indirect effect in inside customers satisfaction and management result. That is, inside customers satisfaction is an important variable that mediate inside quality of service and management result.

• Journal of Korea Port Economic Association
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• v.22 no.1
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• pp.125-149
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• 2006

The main purpose of this study is to develop new measurement device of the quality of terminal service, applying the existing research output of service marketing to the specific industrial aspect of container terminal. Especially we tried to help marketing managers present the points of effective marketing strategy with each dimension of service quality. To achieve this aim, we defined the service quality demensions of container port as the following three ones; the internal, the external, and the interactive qualities. The applied measuring instruments could be divided into three dimensions by carrying out factor analysis. Additionally, by analyzing the relative effects of the three dimensions of service quality on customer satisfaction, we found that the relative importance are as follows; interaction quality>internal quality> external quality. We confirmed that the three dimensions of service quality could affect customer loyalty and information, through customer satisfaction.

• Journal of the Korea Fashion and Costume Design Association
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• v.18 no.3
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• pp.1-19
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• 2016

This study tried to find out implementation factors of internal marketing for a cosmetic retailer, and to look into their effects on Salesperson's job satisfaction, organization commitment, customer orientation and sales performance. For this, this study inquired into the concepts and relationships of internal marketing, job satisfaction, organization commitment, customer orientation and sales performance through literature review; and tested the relationships between the variables by setting up a research model and hypotheses. The findings of this study may be summarized as follows: First, it was found that the better the education & training, the supervisor support and the compensation system among internal marketing factors of a cosmetic retailer were, the higher a door-to-door salesperson's job satisfaction was. Second, it was found that the better internal communication and the education & training among internal marketing factors of a cosmetic retailer were, the higher a door-to-door salesperson's organization commitment was. Third, the higher the job satisfaction of a door-to-door salesperson in a cosmetic retailer was, the higher the organization commitment was. Fourth, it was found that the higher the organization commitment of a door-to-door salesperson in a cosmetic retailer was, the higher the customer orientation was. Fifth, it was found that the higher the organization commitment and customer orientation of a door-to-door salesperson in a cosmetic retailer were, the higher the sales performance was. In conclusion, the internal marketing increases door-to-door Salesperson's job satisfaction, and enhances the sense of belonging to their cosmetic retailer. Further, they come to have a customer-oriented attitude in serving customers, which is directly connected to sales performance, and thus the retailer can create profits through internal marketing. Therefore, a cosmetic retailer will need to strengthen internal communication activities through diverse methods, expand and activate employees' professional education, and develop fair and just compensation system; and supervisors will need to give support to employees, trusting their judgment.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.2
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• pp.678-689
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• 2016

This study examined the effect of the internal marketing policies of financial institutions on the job satisfaction and customer orientation of employees. Many studies have examined internal marketing policies. On the other hand, these studies focused the employees in the service industries (e.g. travel agencies, airlines and hotel, etc.) With the drastic change in financial institutions in recent years, financial institutions are conscious of the importance of customer service and have increased their efforts to manage and train their employees (e.g. expansion of empowerment, education and training, management support, and compensation system). The authors conducted an empirical analysis based on the assumption that these internal policies are effective in increasing the job satisfaction of employees and further influence the customer orientation. The results showed that 'empowerment, management support and compensation system' of internal marketing policies have meaningful effects on job satisfaction, whereas the education and training does not. In addition, job satisfaction has a meaningful effect on the customer orientation and on a mediating effect between internal marketing policies and customer orientation. These results indicate that the internal marketing policies of financial institutions can help improve job satisfaction and customer orientation.

• Management & Information Systems Review
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• v.15
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• pp.147-164
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• 2004

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level $\Rightarrow$ internal customer satisfaction $\Rightarrow$ enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.3
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• pp.110-124
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• 2019

In recent years, over-supply of hospitals has made hospital management more difficult and hospitals have introduced innovative hospital management to enhance customer satisfaction. The purpose of this study is to investigate the effect of innovativeness of hospitals on customer satisfaction by using mediating effects of hospital capacity and location strategy. The subjects of this study were selected from 120 patients and caregivers who were hospitalized in Seoul and Metropolitan area hospitals and conducted questionnaire and statistical analysis. The results of this study are as follows: Firstly, this paper shows hospital Innovativeness does not significantly affect customer satisfaction. Unlike private companies, it is urgent to develop innovativeness measuring tools that are unique to hospitals differentiated from those of general companies. Secondly, although the impact of Innovativeness on hospital internal competency and location strategy was similar, location strategy(${\beta}=0.357$) had a greater impact on customer satisfaction than internal competency(${\beta}=0.283$). This suggests that the medical institution should take precedence over the detailed preparations based on its location marketability, traffic infrastructure, building sales and medical concentration from the time of its opening. Thirdly, this paper confirms through empirical analysis that the relationship between hospital Innovativeness and customer satisfaction is completely mediated by internal capacity and location strategy. The hospital's Innovativeness is affecting customer satisfaction by enhancing the hospital's internal competencies and inducing an active attitude toward establishing a location strategy.