Özet:

In the modern life of business, a customer is a partner of the company. At the very first level of the operations of an enterprise, everything starts with the aim of satisfying the customer group, and then, the firm continues to its business life by supplying the customer expectations in an efficient way. The essential goal of companies in the long run is to maximize their profitable and continuing their existence simultaneously. Therefore, in order to reach its target, the company should assess its customers’ satisfaction levels and take measures by considering those results. Internal customer satisfaction is as essential as external customer satisfaction. As a matter of fact, the more you improve the effectiveness of internal customers, the more you provide high quality of goods and services for the external customers. Starting from the hypothesis mentioned above, the aim of this study is to determine the factors which affect internal customer satisfaction. For this purpose, a survey had applied on flour industry in Nicaragua. According to the results of this survey, significant relationship is determined between the factors that impact internal customer satisfaction

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