Ribhan, Ribhan Internal Marketing: The Impact of Job Satisfaction, Organizational Commitment to Customers Satisfaction. Fokus Ekonomi, National Jurnal.

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Abstract

ABSTRACT Organizations engaged in services, the role of employees is crucial in providing customer satisfaction. This is because the process of production and consumption take place simultaneously on the service. Marketing services will be more easily understood approach combined elements between the product and distribution, which emphasizes the dependence of mutual benefit (mutualism) between these elements. This approach allows management to focus attention on the importance of the role of employees in serving customers. Implementing an internal marketing management (internal marketing) and provide support to employees and reward good performance so that employees can provide a satisfactory customer service. Research uses respondent nurses and patients the highest referral general hospital in Lampung each of 122 respondents. By using SEM (Structural Model Equetion) yields that the study supports the hypothesis of only three of the five hypothesized. Internal marketing in a positive effect on organizational commitment and customer satisfaction, and job satisfaction also positively influence organizational commitment. Keywords: internal marketing, job satisfaction, organizational commitment, customers satisfaction.

Item Type:	Other
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis (FEB) > Prodi Manajemen
Depositing User:	Dr RIBHAN
Date Deposited:	24 Mar 2022 02:21
Last Modified:	24 Mar 2022 02:21
URI:	http://repository.lppm.unila.ac.id/id/eprint/40448

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