INTERNAL CUSTOMER SATISFACTION IN SERVICE MARKETING; EXAMPLES OF BANK EMPLOYEES

Service industry containing labour intensively, gained importance associated with the increase of technological developments and rivalry. Marketing activities which are included in service industry changed associated with developing eco-nomic, social, technological, and environmental conditions. Thus service business whose importance have increased gradually nowadays, started to offer new and different services. Service business asking to overpower to their rivals by creating differences in service adopted customer-driven approach and continued their activities according to changing demand of customers. In this study, it was aimed to determine satisfaction level of bank employees (internal customer) who are included in service business and in accordance with this aim a model was developed by Ak？nc？. A questionnaire for was set as part of model for the employees of a state bank in the province of Elaz？？ and the model was tested. In the end of the analysis, it was found out that there was a relationship between satisfaction level of internal customer and the factors effecting this level