Investigating the mediating role of job satisfaction on the relationship between internal marketing and job performance: a research within services industry

Abstract

The aim of this study is to examine the influence of perceived internal marketing practices on employee job performance and mediating effect of job satisfaction. A quantitative research paradigm was employed using a questionnaire survey method; the data was collected from 395 employees of three different services industries, comprising healthcare, banking-finance, and insurance organisations. Based on the results of structural equation modelling (SEM) analysis, positive influence of internal marketing on job satisfaction and the positive influence of job satisfaction on employee job performance were confirmed. Further, the findings revealed that perceived job satisfaction had a full mediating role on the relationship between internal marketing and employee job performance. These findings contribute to understanding how employee's job performance in service organisations is influenced by structured internal marketing facilities. Finally, this study proposed managerial implications and suggestions for future academic research.