Research Into The Internal Customer Satisfaction

Koçbank A.Ş.

Head Office

International Division

By

M. Emre CİVELEK

 At

Yeditepe University

PHD – Management Major

30.May.2004

Preface                            .  

Increasing global competition in banking sector urged the banks to cut their operational costs arising from back-office activities. Therefore a centralization project with new work flow system has been implemented for Koçbank International Division. Redesigning business processes between central operation and branches in order to achieve dramatic improvements in operational costs needs persuasion of employees to change the way they work. In order to persuade employees to change their working manners , the mind-sets of the employees should be altered. Alteration in the mind set of the employees can be used as one of the main indicators of the success. Therefore so as to set precise and measureable criteria for the evaluation of operational goals , satisfaction level of the branches should be measured.

 Content                            .  

A)     Objective of The Research ……..

B)     Frame of  The Research ……..    

1.      Target Population Definition

2.      Sample Description

C)     Initial Research Model ……..

1.      Core Concept

a)      Definition of Core Concept

b)      Definition of Internal Customer

c)       Literature Review

2.      Description External Variables

3.      Diagram of The Initial Model

D)   Research Methodology ……..

1.      Factor Analysis (FA)

j

2.      Reliability Analysis (RA)

3.       Multiple Regression and Correlation Analysis (MRCA)

4.       Measures of Association and Correlation (MAC)

5.      Analysis of Variance ( ANOVA )

E)      Description of The Questionnaire Items  ……..

F)      Descriptive Analysis Per Portfolio ……..

G)    Retrospective Analysis ……..

H)    Factor Analysis ……..

I)        Internal-Consistency Analysis ……..

J)        Modified Model ……..

K)     Multiple Regression and Correlation Analysis ……..

1.      Linearity

2.      Multicollinearity

3.      Explanatory Power of The Model (F-Test)

4.      Autocorrelation Analysis (Durbin-Watson Test)

5.      Continuation of The External Variables ( t-Test)

L)     Measures of Association & Correlation ……

M)   Analysis of Variance ……

N)   Finalized Model ……

O)   Mathematical Interactive System Model  ……

P)     Conclusion

Q)   Limitations……

R)    Implications  ……

Appendix I      : Questionnaire

Appendix II     : Sample List

Appendix III   : Results of the Open-End Items

Appendix IV   : Output of Descriptive Analysis

Appendix V     : Output of Factor Analysis

Appendix VI   : Output of Reliability Analysis

Appendix VII : Output of Regression Analysis

Appendix VIII: Data Table

 Objectives of  The Research______

Consequently main objective of this research is to set internal customer satisfaction criteria and evaluate the satisfaction level according to these criteria for monitoring  the continuous improvement of internal business processes by means of incremental improvements in all areas on an ongoing basis.

As the research methodology of this study following research analysis methods have been implemented.

1. Factor analysis

2. Reliability Analysis

3. Multiple Regression & Correlation Analysis

4. Measures of Association & Correlation

5. Analysis of Variance

Consequently a mathematical model prepared so as to to group the parameters according the structure and define the coefficients for back office and sales personnels separately.

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