The attributes of internal customer satisfaction: employees perspectives

Abstract

This study aims to find out the attributes of internal customer satisfaction in organizations. Specifically it determines the perception of employees about the attributes of internal customer satisfaction and factors influencing the same. Data collected from 86 respondents were analysed using descriptive statistics and factor analysis for frequencies and dimension reduction, respectively. Findings show that employees defined attributes of internal customer satisfaction to include nine factors. Additionally, interdepartmental challenges of serving the needs of internal customers were identified as the lack of flexibility and commitment, order deprivation and mishandling, and poor interdepartmental relationship. The organizational factors influencing internal customer satisfaction included organization or management facilitation of interdepartmental meetings, managerial support in determining business necessity, and facilitation of professional development among staff. Other factors were recognition upon better performance, allowing for more authority and flexibility, and objective prioritization. The study concludes that interdepartmental relationship is a multifaceted aspect that requires one department to see and treat others as customers when rendering services. Proper communication and clear understanding of requests made to the supplying department enhances satisfaction. This is mediated by an appropriate organizational set-up and managerial support in defining duties and professional development. In turn, an organization with a well-rendered internal customer service easily satisfies its external customers. The reciprocal is not true, hence making internal customer satisfaction a predecessor for external customer satisfaction.

Keywords: internal customers, employees, internal customer satisfaction