The Influence of Human Resources Practices in Enhancing Internal Customer Satisfaction

Internal customer satisfaction is often considered the most important factor for thriving in today’s highly competitive manufacturing industries. The research objective of the study is to determine the influence of human resource practices on internal customer satisfaction in Guinness Nigeria Plc. The study concluded that effective motivating employees by rewarding them for being productive in their responsibilities, through recognition, gifts, after sale service, increasing their commission, being promoted to management level, being taken for retreats while other were being offered scholarship for further training and training and promotion improved employees satisfaction. This motivated and enable employees to be more committed to offering quality health and general production services which in turn improve customer satisfaction the overall company performance. An interview guide was used as primary data collection instrument. Primary data was collected using self-administered interview guide. The interview guides consisted of open-ended questions. The content analysis was used to analyze the respondents‘ views about the influence of internal customer satisfaction in Guinness Nigeria Plc. The concluded that company management ensured that the employees were well informed about the company products and how effective they could be offered to customers, management paying great attention to employee’s needs, giving the staff authority to manage and meet customer needs and empowering the staff through training, staff inquiries being handled from end to end, motivated by designing and implementing effective rewarding system, ensuring claims were executed with speed and within customer expected timelines and instituting collaborative relationship in the company influence employees delivering quality services. The study recommend that manufacturing industries should focus on enhancing employees reward systems through training to increasing motivating employees as effective reward systems demonstrated such desirable behaviors in service encounters increasing employees satisfaction, their motivation, competencies, and commitment in manufacturing industry services