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中文論文名稱 內部服務品質、員工滿意度與員工忠誠度關係之研究-以T銀行法人金融事業總處為例
英文論文名稱 A Study of Relationships among Internal Service Quality, Employee Satisfaction and Employee Loyalty:The Case of Wholesale Banking Group in the T Bank
校院名稱 淡江大學
系所名稱(中) 管理科學學系企業經營碩士在職專班
系所名稱(英) Executive Master’s Program of Business Administration(EMBA) in Management Sciences
學年度 101
學期 2
出版年 102
研究生中文姓名 王翠娟
研究生英文姓名 Tsui-Chuan Wang
學號 700620056
學位類別 碩士
語文別 中文
口試日期 2013-06-29
論文頁數 82頁
口試委員 指導教授-莊忠柱
委員-歐陽良裕
委員-林忠機
中文關鍵字 內部服務品質  員工滿意度  員工忠誠度  服務利潤鏈 
英文關鍵字 Internal Service Quality  Employee Satisfaction  Employee Loyalty  Service Profit Chain 
學科別分類
中文摘要 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。
英文摘要 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.
論文目次 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


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