Satisfação do cliente interno: um estudo de caso na Associação Costa Norte

Abstract

The subject of this research paper is to study the internal marketing as a tool that can be used by the company in the relationship employer – employee, focusing on the satisfaction of the employee, which will bring good results on his/her personal/professional development. To have an internal audience satisfied can bring good results to the company. For this reason, this research has as its final goal to identify the relationship between the employee’s satisfaction and his/her performance in the daily activities. The methodology used for this was the bibliographical review and field research. The data analyzed was from Nort Coast Conference, founded in 1937, it is the administrative office of a religious organization, whose goals are solely religious, non-profitable. The results of this research were classified as satisfactory, acquired by the research applied in the organization with the employees analyzing their perception of satisfaction and performance. It was discovered that the employees see flaws in some procedures inside the organization, mainly regarding internal communication. To mitigate the flaws highlighted by the interviewed, it was gather a list of recommendations by the employees with suggestions to improve the areas perceived as flaws, also it was suggested a program of internal marketing.