Abstract
The purpose of this study is to determine whether service quality perceptions of hotel employees affect their work job satisfaction and to reveal whether internal market orientation has an intermediary role in this interaction. The population of the research is “All employees working in hotels with tourism establishment certificates which were operating in Turkey throughout the month of June 2019”. Data obtained from AKTOB – Association of Mediterranean Tourism, were used to determine the population size of the research. Within the scope of the data obtained, the size of the population was set as 315.513 people. Since it was not possible for the population, random sampling was used. In sampling, out of random sampling methods, the “field sampling method” was adopted. For this study, a test model has been developed and a survey has been conducted on 303 employees. In this study, internal market orientation was researched by using the structural equation model by associating the perceived service quality and job satisfaction. The most striking result of the study is the high causality impact of internal market orientation on job satisfaction. Employees, who feel that they are being cared about more in terms of internal market orientation, will have higher job satisfaction and high corporate loyalty. As a result of the Sobel Test, which was carried out to support the result regarding the mediation effect, also shows that the mediation effect is significant.
Highlights
Internal market orientation is a kind of internal marketing-focused approaches that are applied directly towards employees to encourage them to show better performance in line with the objectives of the establishment (Lings & Greenley, 2010)
The study has investigated whether the perception of internal market orientation has an intermediary role in the effect of the service quality, perceived by the employees of the lodging establishments operating in the tourism sector, on job satisfaction
Internal market orientation, which has a partial intermediary effect on the relationship between perceived service quality and job satisfaction, is included in the obtained results. The occurrence of this intermediary effect as partial intermediation gives the opinion that internal market orientation implementations will bring positive results in hotel establishments on their employees’ job satisfaction
Summary
Internal market orientation is a kind of internal marketing-focused approaches that are applied directly towards employees to encourage them to show better performance in line with the objectives of the establishment (Lings & Greenley, 2010). An increase in satisfaction levels of customers and employees (i.e., the internal customers) are directly proportional. Personnel’s job satisfaction has particular importance in tourism establishments where fare-to-face relations with customers are at the forefront. Data obtained from previous researches show that job satisfaction in the tourism industry reduces leave of employment and supports improvements in the hotels’ overall performance (Israeli & Barkan, 2003: 25). Internal market orientation was examined using the structural equation model by associating the perceived service quality and job satisfaction. The impact of internal service quality perception on job satisfaction and the intermediary role of internal market orientation thereon have been sought. The literature review revealed some findings regarding the relationship between perceived service quality, internal market orientation, and job satisfaction.
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
