Internal marketing variables as correlate of fostering employees’ satisfaction and productivity in commercial banks in Nigeria

Abstract

This article analyses the relationship between internal marketing and employee job satisfaction and productivity within commercial banks in Lagos, Nigeria with the aim of improving the quality of internal marketing in this sector. A correlational research design and a quantitative approach were employed. Data was gathered by means of a self- administered questionnaire. The respondents comprised 348 randomly selected male and female banking employees at branches of three commercial banks in Lagos. Descriptive and inferential statistics were used to analyse the data. The findings revealed a significant relationship between internal marketing and employee job satisfaction and productivity. Furthermore, the quality of internal marketing boosted employees’ awareness of customer needs as well as sales. Based on these findings, it is recommended that commercial banks embrace internal marketing programmes targeted at staff in order to enhance employee satisfaction and productivity.

Keywords

• external customers
• internal customers
• internal marketing
• satisfaction
• productivity