Effects of internal marketing on job satisfaction in the banking sector

Abstract

Purpose

The purpose of this paper is to verify the relationship of job satisfaction in the banking sector with its antecedent constructs (financial rewards and psychological rewards) and the mediating role of internal marketing in this relationship and to verify the relationship between job satisfaction in the banking sector and its consequent constructs (work engagement and the intention to leave) and the moderating effect of internal marketing on this relationship.

Design/methodology/approach

The paper adopts a quantitative, descriptive, cross-sectional research methodology. Data are collected through an online questionnaire, which involves 355 bank employees. Partial least squares–structural equation modeling is used to verify the predicted relationships.

Findings

The results show that internal marketing tends to mediate the relationship between financial rewards and job satisfaction and the relationship between psychological rewards and job satisfaction. Internal marketing presents a moderating effect on the relationship between job satisfaction and work engagement, but internal marketing does not moderate the relationship between job satisfaction and the intention to leave the bank.

Originality/value

This study expands the understanding of the scope of internal marketing by exploring its mediating and moderating effects on the interactions among the behaviors of banking sector employees.

Citation

Mainardes, E.W., Rodrigues, L.S. and Teixeira, A. (2019), "Effects of internal marketing on job satisfaction in the banking sector", International Journal of Bank Marketing, Vol. 37 No. 5, pp. 1313-1333. https://doi.org/10.1108/IJBM-07-2018-0190