내부고객만족이 서비스품질과 외부고객만족에 미치는 영향

Person-centered business administration is a key business strategy in the service industry. Internal customers frequently make contact with customers in the final point of contact in the service. And its characteristic of the simultaneity of production and consumption increases the importance of internal customers. This study tries to examine an effect of internal customer satisfaction on the service quality and external customer satisfaction targeting coffee specialty shops through an empirical analysis and suggest new implications about internal customers from the result. Based on the precedent studies, questionnaires for internal and external customers were separately prepared, the respondents were limited to the customers who provide or receive the services in coffee shops, and the empirical analysis was conducted by calculating the average of data to meet data standards. The result of the empirical analysis can be found that internal customer satisfaction has a positive effect on the service quality and external customer satisfaction. However, it has found that tangibility and certainty of the service quality do not have any effect on external customer satisfaction. When the points that most of coffee speciality shops are large franchise companies and most of employees are part-time workers are considered, it can be found that general customers do not widely consider employees speciality or companies physical form.