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Relationship between Internal Customer Satisfaction and the External Customer Orientation in an IT Organisation

Gómez, Jésus (2017) Relationship between Internal Customer Satisfaction and the External Customer Orientation in an IT Organisation. Masters thesis, Dublin, National College of Ireland.

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Abstract

Purpose – The purpose of this study design and develop a model based on literature review, in which can be found a relationship between internal customer satisfaction and external customer orientation. And thus, by analysing the outputs helps managers to manage employee satisfaction and direct it towards end user orientation.

Design/methodology/approach – Data were collected from a sample of employees within an IT organisation located in Dublin - Ireland, used a questionnaire as a tool.

Findings – The results depicted the fact there is a relationship between internal customer satisfaction and external customer orientation. Additionally, a function has been constructed in order to incorporate different components of internal customer satisfaction that could explain external customer orientation.

Research limitations/implications – The study counted with a small sample size, thus the model has low levels of representativeness and generalisability. The used statistical software only counts with linear and multilinear regressions, so possibly better regression fitness might have been missed.

Practical implications – Managers could promote the internal customer orientation and employees satisfaction focus in order to increase the external customer orientation and possibly External customer satisfaction.

Originality/value: Few have been researched about Internal customer satisfaction. Thus, with this work, the author pretends to understand Internal customer dynamics and relate it to external customer satisfaction.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > I.T. Industry
H Social Sciences > HD Industries. Land use. Labor > Issues of Labour and Work > Quality of Work Life / Job Satisfaction
Divisions: School of Business > Master of Science in Management
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 22 Nov 2017 12:02
Last Modified: 22 Nov 2017 12:02
URI: http://trap.ncirl.ie/id/eprint/2891

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