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研究生:林士瑋
論文名稱:服務業員工人格特質、工作特徵知覺、授能風格、服務氣候、員工福祉氣候、員工工作滿足、服務品質知覺與顧客滿意之研究─以銀行業為例
論文名稱(外文):The Study of Relationship Among Personality、Job Characteristic Perception、Empowerment、Service Climate、the Climate for Employee Well-Being、Job Satisfaction、Service Quality Perception and Customer Satisfaction of Service Idustry--Emmpirical Stud
指導教授:曹國雄曹國雄引用關係
學位類別:碩士
校院名稱:中原大學
系所名稱:企業管理學系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:1997
畢業學年度:85
語文別:中文
論文頁數:131
中文關鍵詞:服務業人格特質工作特徵知覺授能風格服務氣候員工福祉氣候工作滿足服務品質知覺顧客滿意
外文關鍵詞:Service IdustryPersonalityJob Characteristic PerceptionEmpowermentService ClimatetheClimate for Employee Well-BeingJob SatisfactionService Quality PerceptionCustomer Satisfaction
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  本研究旨在探討服務業員工工作滿足對於顧客所知覺到的服務品質與顧客滿意關係之研究,過去有關服務業「顧客滿意」之相關研究,大多針對服務品質與顧客滿意二者關係作探討,只重視顧客本身所知覺的部份作測量,而忽略了服務業中提供服務之第一線員工,因此本研究主張必須重視提供服務的員工、創造良好的服務氣候與員工福祉氣候,才能提高服務業員工工作滿足,進而提昇服務品質、顧客滿意與創造企業競爭力之目標。
  經由相關文獻之探討,得以建構本研究之研究架構,探究影響服務員工工作滿足的因素(如:員工人格特質、工作特徵知覺、授能風格),是否必須透過服務業組織的服務氣候與員工福祉氣候以創造員工工作滿足。其次驗證服務業員工工作滿足對於顧客所知覺到的服務品質、以及顧客滿意之影響。
  在實證研究方面,對於本研究針對台灣北部之公、民銀行之櫃檯服務人員與其顧客進行調查,所獲得重要結論是:(1) 就服務業員工人格特質與服務氣候方面,本研究經由實證研究中發現:員工的人格特質與服務氣候已達顯著水準,二者呈正相關;(2)就工作特徵知覺與服務氣候方面,經由實證研究發現:銀行業員工所知覺的工作特徵與組織內的服務氣候二者已達顯著水準,二者呈正相關;(3)就授能風格與服務氣候方面,銀行員工所知覺到管理階層的授能程度與員工所知覺到的服務氣候二者已達顯著水準,而且呈正相關;(4)就員工人格特質與員工福祉氣候方面,員工人格特質員工福祉氣候經由實證研究發現也達顯著水準,二者呈正相關;(5)就工作特徵知覺與員工福祉氣候方面,本研究實證研究發現二者已達顯著水準,並且二者呈正相關;(6)就授能風格與員工福祉氣候方面,經由實證發現授能矇格與員工福祉氣候二者呈正相關;(7)就服務氣候與員工整體工作滿足方面,此二者經由實證研究發現已達顯著水準,並且呈現正相關;(8)就員工福祉氣候與員工整體工作滿足方面,經實證研究發現二者已達顯著水準,並呈正相關;(9)就員工工作滿足與服務品質知覺方面,本研究經由實證研究中發現此二者呈現正相關;(10)就服務品質知覺與顧客滿意方面,經由實證發現二者呈正相關。
  The prmary objective of this study is to investigate the relationship between job satisfaction of emplyee, service quality perception and customer satisfaction in service industry.Research on customer satisfaction has only provided conclusive findings about service quality perception and customer satisfaction. And the findings are aimed at what customer feel, pretermit employee who provides service in service quality perception and customer satisfaction. And the findings are aimed at what customer feel, pretermit employee who provides service in service industry. Thus this study emphasizes that service manager must esteem employee who provides service , create good service climate and climate for employee well-being in order to raise employee job satisfaction in service industry, elevate service quality and create competition of business.
  To construct the skeleton of this study to investigate the factors about employee job satisfaction by the resarch of relative literature. To provide some empimical evidences; this study investigates the employee and customer of 47 banks in northern of Taiwan. The major findings are as follow: (1)personality of service employee has a significantly and positive relativity to the service climate; (2)job characteristic perception has a significantly and positive relativity to the service climate; (3)empowerment has a significantly and positive relativity to the service climate; (4)personality of service employee has a significantly and positive relativity to the climate for employee well-being; (5) job characteristic perception has a significantly and positive relativity to the climate for employee well-bing; (6)empowerment has a significantly and positive relativity to the climate for employee well-being; (7)the service climate has a significantly and positive relativity to job satisfaction of empliyee; (8)the climate for employee well-being has a significantly and positive relativity to job satisfaction of employee; (9)job satisfaction of employee has a significantly and positive relativity to service quality perception; (10)service quality perception has a significantly and positive relativity to customer satisfaction.
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