在這競爭激烈的環境中，企業的市場利基除了注重產品品質外，亦應提供更多優質服務，尤其是服務業，因此提供客戶服務已成為企業在市場競爭環境中的致勝關鍵因素之一。員工是企業最重要的資產，所以企業應重視企業員工，因此具有專業知能的員工是企業核心競爭力的首要來源。本研究以 Heskett et al. (1994) 的服務利潤鏈架構為基礎，利用內部服務品質八項因子、JDI工作說明量表與OCQ量表，以T銀行法人金融事業總處單位為研究對象，探討金融業個案公司的內部服務品質、員工滿意度與員工忠誠度的關係。
研究結果發現：不同的性別、職階對內部服務品質有顯著差異，不同教育程度對員工滿意度有顯著差異，不同服務年資對員工忠誠度有顯著差異。內部服務品質中目標一致、獎酬與認許、訓練及工具等構面對員工滿意度有正向影響，本研究認為有好的內部服務品質員工滿意度才會高，而內部服務品質能有效提升員工效率，進而提升員工滿意度。內部服務品質對員工忠誠度無顯著影響，可能受升遷、上司、同事等構面因素影響，使員工對於公司有不信任感。本研究結果可作爲個案公司管理階層決策的參考，更有助於提升個案公司的競爭力。

The market niches of the enterprise particularly service industry,should emphasize the product quality and extraordinariy high quality service. in the competitive environment.Therefore offering service to the customers has become one of the key succesful factors for the enterprise in a competitive market.Since employees are the most important asset of enterprise,enterprise should highly value them.Employees with professional knowledge and skills are the main source of enterprise’s core competitiveness.Based on service-profit chain framework of Heskett et al. (1994),this study utilized 8 factors of internal service quality,job description index JDI,and OCQ queationaire to inrestigate the relationships among the service quality,employee satisfaction,and employee loyalty for the Wholesale banking group in the T bank financial in industry.
The results of the study are that employees with different genders and job ranks have significant difference in internal service quality,and employees with different educational backgrounds have significant difference in employee satisfaction.Meanwhile,employees with different working experiences have significant difference in employee loyalty.The constructs of internal service quality including the identical goal,reward and approval, training, and tools have positive influence on employee satisfaction.This study holds that only good internal service quality will have good employee satisfaction.Meanwhile, internal service quality can raise employee efficiency effectively,and further increase employee satisfaction.On the other hand, internal service quality has no significant influence on employee loyalty;which can be attributed to the is impacts of constructs like promotion,supervisor and colleagues.It makes the employees mistrust the company.The results of this study can serve as references to policy-making for the management in the case company,and are helpful for in creasing the competitiveness of the case company in the industry.

目錄	I
表目錄	IV
圖目錄	VI
第一章  緒論	1
第一節  研究背景	1
第二節  研究動機	4
第三節  研究目的	7
第四節  研究範圍	8
第五節  研究流程	9
第二章  文獻探討	11
第一節  內部服務品質	11
第二節  員工滿意度	15
第三節  員工忠誠度	20
第四節  內部服務品質、員工滿意度及員工忠誠度關係	24
第三章  研究方法	30
第一節  觀念性研究架構	30
第二節  變數定義與衡量	31
第三節  研究假說	35
第四節  統計分析工具與方法	37
第四章  實證結果分析	40
第一節  基本敘述統計分析	40
第二節  信度與效度分析	42
第三節  結構方程分析	50
第四節  內部服務品質、員工滿意度及員工忠誠度差異分析	54
第五章  結論與建議	60
第一節  研究結論	60
第二節  建議	65
參考文獻	67
一、中文文獻	67
二、英文文獻	70
附錄-問卷	78
表1-1  近年國內生產毛額－行業別	1
表1-2  金融及保險業名目生產毛額占 GDP 比重	2
表2-1  內部服務品質衡量構面彙整表	14
表2-2  內部服務品質的衡量構面	16
表2-3  員工滿意度定義	17
表2-4  員工忠誠度的定義	22
表2-5  員工忠誠度的衡量構面彙總	23
表2-6  員工生產投入與組織提供結果間之公平交易關係	24
表2-7  內部服務品質與員工滿意度之相關文獻整理	26
表2-8  內部服務品質與員工忠誠度之相關文獻整理	27
表2-9  員工滿意度與員工忠誠度之相關文獻整理	28
表3-1  內部服務品質的衡量題項	33
表3-2  員工滿意度的衡量題項	34
表3-3  員工忠誠度的衡量題項	35
表4-1  樣本分佈分析	41
表4-2  內部服務品質未刪除構面之信度與效度分析	43
表4-3  員工滿意度未刪除構面之信度與效度分析	45
表4-4  員工忠誠度未刪除構面之信度與效度分析	47
表4-5  單變量常態及多元常態檢定	49
表4-6  違反估計檢定值	49
表4-7  模型修正前適合度指標	51
表4-8  模型修正後適合度指標	52
表4-9  研究假說檢定結果	52
表4-10 變數間的效果分析	54
表4-11 不同背景在內部服務品質的差異分析	55
表4-12 不同背景在員工滿意度的差異分析	56
表4-13 不同背景在員工忠誠度的差異分析	58
表4-14 不同背景在內部服務品質、員工滿意度與員工忠誠度差異分析整理			59
圖1-1  研究流程圖	 10
圖2-1  服務利潤鏈圖	13
圖2-2  工作滿意系統圖	19
圖3-1  觀念性研究架構	31
圖4-1  內部服務品質修正後模型	44
圖4-2  員工滿意度修正後模型	46
圖4-3  員工忠誠度修正後模型	48
圖4-4  模型修正後的標準化係數	53

中文文獻
丁兆庭 (2008)。內部服務品質、員工滿意度與服務行為關係之研究-以中國信託商業銀行總務部為例。國立台北大學企業管理研究所碩士論文。
池文海和唐資文 (2008)。護理人員個人屬性、工作滿足與離職意向之關係-以台灣東部地區醫院為例。中華管理評論國際學報，11(1)，頁1-24。
安豐銘 (2005)。內部行銷導向、組織文化、工作滿意語組織承諾之關係研究-以南部空軍後勤學校單位為例。國立成功大學企業管理學系碩士論文。
李語譁 (2010)。內部行銷對工作滿意度、組織認同與忠誠行為之影響-以H公司個案為例。逢甲大學經營管理碩士在職專班碩士論文。
李麗珍 (2010)。小型銀行內部服務品質對員工服務行為之研究-以B銀行為例。國立台灣科技大學管理研究所碩士論文。
邱月霞 (2009)。內部服務品質對顧客滿意度影響之探討-以東部地區地方稅務機關為例。東華大學公共行政學系碩士論文。
邱皓政 (2003)。結構方程式：LISREL的理論技術與應用。台北：雙葉。
邱馨儀 (1996)。學校組織文化與教師組織承諾互動模式之探索。空大行政學報，5，233-252。
孫麗君 (2009)。內部服務品質、員工滿意度、外部服務品質與顧客滿意度之相關性研究-以台南市銀行為例。國立成功大學企業管理學系專班碩士論文。
郭芳雯 (2010)。在台灣中國及新加坡不同中華文化下之內部服務品質的比較。國立成功大學國際管理碩士在職專班碩士論文。
陳秋敏 (2009)。組織變革、工作滿意度、工作績效間關係之探討-以T公司為例。國立高雄大學高階經營管理碩士在職專班(EMBA)碩士論文。
陳海鳴和余靜文 (2000)。企業文化發展與組織承諾的關聯性研究-被併購企業續留員工的觀點。管理與系統，7（2），249-270。
陳裕琳 (2010)。企業塑造具顧客導向員工對顧客滿意及忠誠度的影響。東吳大學企業管理學系碩士論文。
陳錦華 (2003)。組織內部服務品質對員工工作滿意度影響之研究-以稅捐處某單位為例。國立成功大學企業管理研究所碩士論文。
張瑞如 (2008)。系統科技公司內部服務品質對員工服務行為之研究-以A公司為案例。國立臺灣科技大學管理研究所碩士學位論文。
張德儀 (2006)。台北市觀光競爭力指標之建構與評估-模糊德菲法之應用（國科會專題研究計畫成果報告編號：NSC94-2416-H-328-003）。台北：中華民國行政院國家科學委員會。
許瑞源 (2010)。探討組織變革影響內部關係品質員工滿意度與忠誠度之研究-以國內金控某銀行為例。逢甲大學經營管理碩士在職專班碩士論文。
黃芳銘 (2005)。結構方程模式理論與應用。台北：五南。
曾信超、蔣大成和侯淑華。醫療機構內部服務品質、工作滿足、角色壓力與員工工作績效關係之研究-以嘉南地區署立醫院為例。品質學報，中華民國品質學會，15（3），233-248。2008年6月30日。ISSN 1022-0690。
賀瑞梅 (2010)。銀行業員工滿意度、服務導向組織公民行為與顧客忠誠度之關係：以財富管理部門為例。東吳大學企業管理學系碩士論文。
葉世明 (2003)。內部行銷、工作滿足與顧客導向關係之研究－以玉山商業銀行為例。朝陽科技大學企業管理系碩士論文。
廖瑋昭 (2010)。雲林縣國民中學內部服務品質、組織文化、工作滿意度與員工忠誠度之研究。國立雲林科技大學全球運籌管理研究所碩士論文。
鄧維兆、林世泰和蔡志宏 (2007)。企業內部服務品質對員工工作滿意度之影響研究。品質月刊，43（11），61-66。
劉穎甄 (2005)。銀行業內部服務品質對員工工作投入、工作滿意度與離職傾向影響之研究。國立彰化師範大學企業管理學系碩士論文。
盧淵源和鄭玉惠 (2007)。內部服務品質因子、服務能力、工作滿意及外部服務品質關係之研究-以護理人員為例。品質學報，14（2），161-180。
顏幸枝 (2005)。內部行銷，領導信任、工作滿足與顧客導向間關係之研究-以M直銷公司為例。國立中山大學國際高階經營管理碩士班(IEMBA)碩士論文。
英文文獻
Barsky, J., McDougal, J. and Frame, C. (2004). Employee’s sense of stature strong driver of retention, loyalty. Hotel and Motel Management, 219(12), 12.
Berry, L. B. (1981). The employee as customer. Journal of Retailing, 3, 33-40.
Biggs, D. and Swailes, S. (2006). Relations,commitment and satisfaction in agency workers and permanent workers. Employee Relations, 28(2), 130-143.
Bogozzi, R. P. and Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 76-94.
Boshoff, C. and Leong, J. (1995). Empowerment, attribution and apologizing as dimensions of service recovery: An experimental study. International Journal of Service Industry Management, 9(1), 24-27.
Brooks, R. F. and Botschen, M. A. (1999). Internal marketing and customer driven wavwfronts. The Service Industries Journal, 19(4), 49-67.
Bussing, A., T. Bissels, V. Fuchs and Perrar, K. (1999). A dynamic model of work satisfaction: Qualities approaches. Human Relations, 52, 999-1028.
Cambell, J. P. (1970). Managerial Behavior, Performance, Effectiveness. New York: Mcgraw-Hill.
Cranny, C. J., Smith, P. C and Stone, E. F. (1993). Job satisfaction: How people feel their job and how it affect their performance. New York: Lexington.
Crawford, J. C. and Getty, J. M. (1991). The marketing of service: A quality perspective. Journa l of Professional Services Marketing, 8(1), 5-15.
Daugherty, P. J., Stank, T. P. and Ellinger, A. E. (1998). Leveraging logis-tics/distribution. capabilities: The effect of logistics service on market share. Journal of Business Logistics, 19(2), 35-51.
Davis, W. A. (1977). The moderating effects of value attainment and affective disposition. Journal of Vocational Behavior, 54, 296-313.
Dyne, L. V., Graham, J. W. and Dienesch, R. M. (1994). Organization citizenship behavior: Construct redefinition, measurement, and validation. Academy of Management of Journal, 37(4), 765-802. 
Edvardsson, B., Larson, G. and Setterlind, S. (1997). Internal service quality and the psychosocial work environment: An empirical analysis of conceptual interrelatedness. The Service Industries Journal, 17(2), 252-263.
Fornell, C. and Larcker, D. F. (1981). Evaluating structural equation models with unobservables and measurement error. Journal of Marketing Research, 18, 39-50.
Fournet, G. P., Distefano, M. K. and Margaret, W. P. (1966). Job satisfaction: Issues and problems. Personnel Psychology, 19, 324-339.
Garvin , D. A. (1988). Managing Quality. New York：The Free Press.
George, J. M. (1990). Personality, affect, and behavior in groups. Journal of Applied Psychology, 75, 107–116
Goldman, A. (1998). Representation. Encyclopedia of Aesthetics, 4, 137-39.
Gremler, D. D., Bitner, M. J. and Evans, K. R. (1994). The internal service encounter. International Journal of Service Industry Management, 5, 34-56.
Gronroos, C. (1981). Internal Marketing Theory and Practice. In American Marketing Association Services Marketing Conference Proceedings, 13, 41-47.
Gummesson, E. (1987). Lip Service - A neglected area in services marketing. The Journal of Services Marketing, 1(1), 19-23
Hackman, J. R. and Oldham, G. R. (1975). Development the job diagnostic survey. Journal of Applied Psychology, 60, 159-170.
Hallowell, R. (1996). The relationship of customer satisfaction, customer loyalty, and profitability: An emprical study. The International Journal of Service Industry Management, 7(4), 27-42.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Jr. and Sch- lesinger L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-174.
Heskett, J. L., Sasser, W. and Hart, C. W. L. (1990). Service Breakthroughs. New York: The Fress Press.
Hoppock, R. (1935). Job satisfaction. N. Y.: Harper ang Brother.
Khandekar, A. and Sharma, A. (2005). Managing human resource capabilities for sustainable competitive advantage. An empirical analysis from indian global organizations. Education and Training, 47(8), 628-639.
Kline, R. B. (2005). Principles and practices of structural equation modeling. New York, NY: Guilford.
Liu, L. F. (2007). Job satisfaction of certified nursing assistants and its in- fluence on the general satisfaction of nursing home residents, an explo- ratory study in southern taiwan. Geriatric Nursing, 28(1), 54-62.
Mak, B. L. and Sockel, H. (2001). A confirmatory factor analysis of is employee motivation and retention. Information Management, 38, 265-276.
Marshall, G. W., Baker, J. and Finn, D. W. (1998). Exploring internal customer service quality. Journal of Business and Industrial Marketing, 13(4), 381-392
Matzler, K., Fuchs, M. and Schubert, A. K. (2004). Employee satisfaction: Does Kano's model apply. Total Quality Managemen, 15(9-10), 1179-1198.
McDermott, L. C. and Emerson, M. (1991). Quality and service for internal customer. Training and Development Journal, 45 (1), 61-64.
Meyer, J. P. and Allen, N. J. (1987). A longitudinal analysis of the early development and consequences of organizational commitment. Canadian Journal of Behavioral Science, 19, 199-215.
Meyer, J. P. and Allen, N. J. (1991). A three–component conceptualization of organizational commitment. Human Resource Management Review, 1, 61–89.
Meyer, J. P., Allen, N. J. and Gellatly, I. R. (1990). Affective and continuance commitment to the organization: Evaluation of measures and analysis of concurrent and time–Lagged Relations. Journal of Applied Psychology, 75, 710-720.
Mitchell, A. A., (1979). Involvement: A potentially important mediator of consumer behavior. Advances in Consumer Research, 6, 191-196. 
Mowday, R. T.,Steers, R. M. and Porter, L. W. (1979). The measurement of organizational commitment. Journal of Vocational Behavior, 14, 224-247.
Mowday, R. T.,Steers, R. M. and Porter, L. W. (1982). Em-ployee-Organization linkages: The Psychology of Commitment Absenteeism, and Turnover. San Diego, CA: Academic Press.
Mueller, C., Wallace, J. and Price, J. (1992). Employee commitment.Work and Occupation, 19(3), 211-36.
Nagel, P. J. and Cillers, W. W. (1990). Customer satisfaction: A comprehensive approach. International Journal of Physical Distribution and Logi- stics management, 20(6), 2-46.
Noh, J. S., Kang, H. J., Kim, E. Y., Sohn, S., Chung, Y. K., Kim, S. U., Gwag, B. J. (2000). Haloperidol-induced neuronal apoptosis: Role of p38 and c-Jun-NH(2)-terminal protein kinase. Journal Neurochem, 75(6), 2327-34.
Nunnally, J. C. (1978), Psychometric Theory, New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41-50.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1990). Refinement and reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 127-139.
Pinder, C. C. (1984). Work motivation: Theory,issues, and applications. Glenview, IL: Scott, Foresman and Company.
Porter, L. M., Steers, R. M., Mowday, R. T. and Boulian, P. V. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59, 603-609.
Porter, L. W. and Lawler, E. E. (1968). Managerial Attitude andPerformance. Home-Wood , Richard. D. Irwin.
Porter, L. W. and Lawler, E. E. (1973). Organizational, work, and personal factors in employee turnover and absenteeism. Psychological Bulletin, 80, 151-176.
Porter, L. W. and Smith, F. J. (1970). The etiology of organizational commitment: A longitudinal study of the initial stages of em-ployee-organizational reactions. Unpublished manuscript. Graduate school of administration, University of California at Irvine.
Powers, E. L. (2000). Employee loyalty in the new millennium. Sam Ad-vanced Management Journal, 65(3), 123-124.
Sasser, W. E. and Arbeit, S. P. (1976). Selling jobs in the service sector. Business Horizons, 28, 61-65.
Schlesinger, L. A. and Zornitsky, J. (1991). Job satisfaction, service capability, and customer satisfaction an examination of linkages and management implications. Human Resource Planning, 14(2), 141-149.
Seal, F. E. and Knight, P. A. (1988). Industrial/Organizational Psychology: Science and Practise. Pacific Grove, California: Brooks/Cole.
Sirgy, M. J. (2002). Measuring corporate performance by building on the stakeholders model of business ethics. Journal of Business Ethics, 35, 143-162.
Smith, P. C., Kendall, L. M. and Hulin, C. L. (1969). The measurement of Satisfaction in work and retirement. Chicago: Rand McNally. 
Udechukwu, I. I. (2007). The influence of intrinsic and extrinsic satisfaction on organizational exit (Voluntary Turnover): Evidence from a correctional setting. Journal of Applied Management and Entrepreneurship, 12(1), 127-142.
Weiss, D. J., Dawis, R. V., England, G. W. and Lofguist, L. H. (1697). Manual For The Minnesota Satisfaction Questionnaire (Minnesota Studies On Vocational Rehabilitation, 22). Minneapolis: University of minnesota, industrial relations center, work adjustment project.
Wernimont, P. F. (1972). A systems view of job satisfaction. Jourmal of Applied Psychology, 56, 173-176.
Yee, R. W. Y., Yeung, A. C. L. and Cheng, T. C. E. (2008). The impact of employee satisfaction on quality and profitability in high-contact service industries. Journal of Operations Management, 26, 651-668.
Zemke, R. and Schaaf, D. (1989). The Servie Edge: 101 Companies that Profit form Customer Care. New York: New American Library.