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The role of internal marketing in improving service quality: A study of service companies

Author

Listed:
  • Rachman Mulyandi

    (Matana University)

  • B Wishman S` Siregar

    (Matana University)

  • Elizabeth Elizabeth

    (Matana University)

  • Ridnawati Ridnawati

    (Matana University)

  • Dede M. Riski

    (Matana University)

Abstract

This study examines the role of internal marketing in improving service quality at service companies. The research method employed in this study is a qualitative approach using a literature review. This study highlights that internal marketing significantly increases employee satisfaction, engagement, and commitment, which ultimately has a positive impact on the quality of service provided. Effective internal marketing practices, such as good communication, training, and recognition, play a crucial role in boosting employee motivation and performance. The research findings confirm that internal marketing is a strategic investment in human resource management that can optimize organizational performance by improving service quality. By prioritizing internal marketing, companies can create a work environment conducive to innovation, collaboration, and employee well-being, thereby supporting the achievement of sustainable organizational performance.

Suggested Citation

  • Rachman Mulyandi & B Wishman S` Siregar & Elizabeth Elizabeth & Ridnawati Ridnawati & Dede M. Riski, 2026. "The role of internal marketing in improving service quality: A study of service companies," Journal of Economics and Business Letters, Privietlab Research Center, vol. 6(3), pages 75-85, June.
    • Handle: RePEc:prv:jeblpv:1869
    DOI: 10.55942/jebl.v6i3.1869
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