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研究生:郭依潔
研究生(外文):Yi-Jie Kuo
論文名稱:國際觀光旅館餐飲部門從業人員對內部服務品質、工作滿意度與員工忠誠度之相關研究—以組織文化為干擾變項
論文名稱(外文):A Study of Internal Service Quality, Job Satisfaction and Employee Loyalty of Employees in the Food and Beverage Department of International Tourist Hotels-Organization Culture as a Moderator
指導教授:許順旺許順旺引用關係
指導教授(外文):Shun-Wang Hsu
學位類別:碩士
校院名稱:輔仁大學
系所名稱:餐旅管理學系碩士班
學門:民生學門
學類:餐旅服務學類
論文種類:學術論文
論文出版年:2008
畢業學年度:96
語文別:中文
論文頁數:168
中文關鍵詞:內部服務品質滿意度忠誠度組織文化
外文關鍵詞:Internal Service QualitySatisfactionLoyaltyOrganization culture
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摘要
本研究旨在探討國際觀光旅館餐飲部門從業人員對於內部服務品質、員工工作滿意度與員工忠誠度之間的行為關係,其次探討餐飲部門從業人員員工的工作滿意度是否會對內部服務品質與員工忠誠度產生中介效果,而經由組織文化的干擾效果下是否會對內部服務品質與工作滿意度之間造成影響。
本研究在經過深入訪談後,萃取與本研究相關之題項,並且以在國際觀光旅館餐飲部門服務滿三個月以上之員工作為本研究施測對象。研究方式以問卷調查的方式進行,共發放775份問卷給台灣地區20家國際觀光旅館之餐飲部門員工,主管部分發放300份,回收有效問卷180份,回收率達60%;員工部分則發放475份,回收有效問卷307份,回收率達64.4%。
經由分析結果得知,內部服務品質與工作滿意度之間均呈現顯著正向關係,而在內部服務品質的工作場所設備、員工獎酬、員工訓練與升遷及團隊合作上,皆與工作滿意度呈現顯著的正向關係;內部服務品質與員工忠誠度之間呈現顯著正向關係;而在內部服務品質的工作場所設備、員工獎酬、員工訓練與升遷及團隊合作上皆與員工忠誠度呈現顯著的正向相關;工作滿意度與員工忠誠度之間呈現顯著正向關係;工作滿意度對於內部服務品質與員工忠誠度之間產生中介效果;但工作滿意度對各項內部服務品質與員工忠誠度之中介效果,只有工作場所設備、員工獎酬、團隊合作與員工忠誠度之間產生中介效果;而組織文化對內部服務品質與工作滿意度之間,只有組織文化對內部服務品質的員工獎酬與工作滿意度之間產生干擾效果。
根據分析結果對餐飲業提出建議,建議可以訂定一套適當的員工獎酬制度以提升員工的工作滿意度與忠誠度,並加強員工專業訓練,以提升員工滿意度,同時加強內部服務,針對員工需求提供內部產品與服務以提高員工滿意度並進而提升員工忠誠度使得飯店永續經營。其研究結果期望提供實務之建議,以供業界參考。
ABSTRACT
The purpose of this research was to examine the relationship among employees’ on internal service quality, job satisfaction and employee loyalty in the food and beverage(F&B) department of international tourist hotels. This study aims to explore whether job satisfaction has the mediator effect on internal service quality and employee loyalty. It also exams organizational culture as a moderator on employee’s internal service quality and job satisfaction.
In-depth interview was adopted to collect qualitative data. The samples of this study were employees who have worked in F&B department of the international tourist hotels for over three months. Questionnaire survey method was used to collect data. A total of 775 questionnaires were distributed to employees worked in 20 international tourist hotels, including 300 questionnaires to directors and 475 questionnaires to employees. 180 questionnaires from directors were received, with a response rate of 60%;307 questionnaires were received from employees, with a response rate of 64.4%.
The results of the study were summarized as follows:There are positive correlations between internal service quality(including the work facilities, reward system, job training, promotion and teamwork) and employee satisfaction;There are positive correlations between internal service quality(including work facilities, reward systems, job training, promotion, and teamwork) and employee loyalty;There are positive correlations between employee satisfaction and employee loyalty. Also, the moderation effects (including the work facilities, reward systems and teamwork)has on internal service quality and employee loyalty are partially accepted. It is also found that organizational culture only has the moderation effects on reward systems (part of internal service quality) and job satisfaction.
According to the results, there are some suggestions to the food and beverage industry. In the food and beverage industry can form an adequate reward system to improve employee satisfaction and loyalty, and impose the professional training to increase employee satisfaction, and improve service quality by providing internal products and services that meet employee’s need to make employee satisfaction better so that can increase employee loyalty and make profit for the hotels. The results of the study were expected to provide useful information for operators in the international tourist hotels.
目錄
第一章 緒論…………………………………………………………………………1
第一節 研究背景與動機………………………………………………………………..…1
第二節 研究目的…………………………………………………………………3
第三節 名詞解釋 …………………………………………………………………4
第四節 研究流程…………………………………………………………………6
第二章 文獻探討……………………………………………………………………8
第一節 國際觀光旅館定義、發展與特性………………………………………8
第二節 餐飲業之定義、類型與特性………………………………….………….15
第三節 內部服務品質…………………………………………………………….21
第四節 組織文化………………………………………………………………….30
第五節 工作滿意度……………………………………………………………….41
第六節 員工忠誠度……………………………………………………………….48
第七節 各構面關係之相關文獻及假設推導…………………………………….51
第三章 研究方法…………………………………………………………………….60
第一節 研究架構與假設………………………………………………………….60
第二節 研究對象與抽樣方法…………………………………………………….63
第三節 研究工具………………………………………………………………….65
第四節 問卷之信度與效度分析………………………………………………….72
第五節 資料分析方法…………………………………………………………….86
第四章 研究結果與討論…………………………………………………………….88
第一節 樣本描述性分析………………………………………………………….88
第二節 不同個人背景變項在內部服務品質、工作滿意度、員工忠誠度與組
織文化之差異…………………………………………………………….91
第三節 內部服務品質、工作滿意度與員工忠誠度之關係…………………….95
第四節 工作滿意度對「內部服務品質」與「員工忠誠度」之中介效果……101
第五節 組織文化對「內部服務品質與工作滿意度」之干擾效果……………103
第五章 結論與建議………………………………………………………………...106
第一節 研究結果與討論………………………………………………………...106
第二節 研究貢獻與限制………………………………………………………...117
第三節 研究建議………………………………………………………………...119
參考文獻……………………………………………………………………………...121
中文部分…………………………………………………………………………121
英文部分…………………………………………………………………….……125
附錄一 深入訪談業界之題項……………………………………….……………..138
附錄二 深入訪談概念萃取整理表(一)………………………….……………..139
附錄三 深入訪談概念萃取整理表(二)………………………….……………..143
附錄四 深入訪談概念萃取整理表(三)……………….………………………..148
附錄五 專家問卷審查……………………………………………………………...152
附錄六 研究問卷…………………………………………………………………...158
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