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KMID : 1101320130450040188
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Korean Journal of Clinical Laboratory Science
2013 Volume.45 No. 4 p.188 ~ p.192
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A Study on the Effects of Hospital Internal Marketing Factors on the Internal Customer Satisfaction
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Ahn Jong-Min
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Abstract
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This study was conducted to develop the strategy for more effective internal marketing and promoting internal customer satisfaction by grasping the level of internal marketing operations targeting employees within hospital and empirically analyzing the effect of internal marketing operations on internal customer satisfaction. The findings reveal that there is a significant correlation between factors for internal marketing components and internal customer satisfaction. The average factor score for internal customer satisfaction is 3.230 out of 5, which is a little higher than normal levels. Counting down the five factors is as follows: internal communication, education and training, delegation of authority, welfare, compensation system, with compensation system shown as the lowest level and internal communication as the highest level. In addition, the result of multiple regression analysis conducted to inspect the effect of factors for internal marketing components on internal customer satisfaction indicates that among 5 factors, delegation of authority, education and training, and welfare have positive influences on internal customer satisfaction; whereas, compensation system has little effect on it.
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KEYWORD
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Internal marketing, Internal customer satisfaction, Delegation of authority
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