Abstract:

Purpose: While the effect of internal service quality on employee performance is a well-known phenomenon, the effects of different variables in this relationship are far from being examined in all its dimensions. In this context, determining whether there is an intermediary effect of organizational belonging constitutes the main aim of the research. Design/Methodology: The sample of the research consists of 161 people working in manufacturing companies operating in the food sector in Gaziantep. The data set created with the compiled questionnaires was subjected to structural equation model analysis. Findings: It has been determined that internal service quality significantly affects organizational belonging and employee performance. It has been found that organizational belonging also affects employee performance significantly. As a result of the mediation test, it was determined that organizational belonging has a mediating role in the effect of internal service quality on employee performance. Limitations: The constraints of the study are that the sample consists of companies located only in Gaziantep and that the survey method is used. Originality/Value: One of the elements that makes this study valuable is the fact that employee satisfaction is addressed in an environment where customer satisfaction is constantly examined. In addition, the use of structural equation model and Process Macro as an analysis method is included in the study as an element that increases the intelligibility of the model.

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