Abstract

This study aims to determine the satisfaction levels of employees considered the internal customers in respect of the total quality management approach and the factors affecting the satisfaction levels. It can be stated that determination of the factors affecting the internal customer satisfaction can be provided to increase the services quality and to make better use from employees’ performance. In the research, the screening method was used and study group is consisted of 550 internal customers working in the authorized services in randomly selected provinces. The findings obtained via answering of the survey questions were evaluated according to frequency, mean and standard deviation. In the study, according to hierarchical differences (Master/Forman-Sub-administrator) between employees in automotive authorized services (AAS), independent groups t-test analysis related to differences of assessments has been used. And, one-way analysis (ANOVA) was used to determine if there were differences according to variables of “educational status” and “working hours” in the evaluations, and, Tukey-HSD test was used in order to determine which groups the possible differences of the groups were between. The significance level was considered as p < 0.05 in testing the differences between the groups. At the result of the study done, the satisfaction levels of the internal customers are seen to be high. It can be stated that internal customers’ sense of dismissing is low, employers and employee mutual love and respect for each other, and, this situation creates an effect which increases the internal customers’ sense of belonging to the workplace. The satisfaction levels of internal customers in AAS are seen at the “medium” level according to their fee and social rights.

Key words: Automotive authorized services, total quality management, customer, internal customer satisfaction.