Abstract:

The idea of internal marketing is to consider the members of the organization as both employees and customers of the organization (Berry, 1981). It is therefore imperative to examine the effects of the practice of internal marketing on the perceived quality and external customer loyalty and consequences affecting the intention of re- purchase. These studies propose and empirically evaluate a conceptual model highlighting the relationships and effects of internal marketing (IM) on the intention of re- purchase the external client. Thus, the IM may influence the performance of the company. We made assumptions that were supported by our empirical research. This study has validated the impact of internal marketing on internal customer satisfaction, which helps for external re- purchase. A quantitative study, factor and regression was conducted to discover the different relationships and impacts between several variables.