A STUDY ON INTERNAL CUSTOMER SATISFACTION AT KAUVERY HOSPITAL, TIRUCHIRAPPALLI

To survive in highly competitive markets, organizations need to provide goods and services that yield highly satisfied and loyal customers. When customers are satisfied, they are more likely to return to those who helped them, while dissatisfied customers are more likely to go elsewhere. The retention of very loyal customers is the key to organizational survival. Thus, organizations are challenged to create demand for their products and services through outstanding customer support. To attain sustained excellent external customer support requires internal systems that are aligned to serve the external customer. Thus the internal Customer (Employees) is the back of any organization for sustainable growth.