臺灣博碩士論文加值系統

本研究主要在探討，企業組織如何運用內部服務品質來提升電子化企業下員工的工作滿意度。經由對先前關於服務品質、服務品質構面 (包含可靠性、回應性、保證性和同理心) 以及員工工作滿意度的文獻進行盡閱讀之後，建立出本研究的理論基礎架構，進而對此理論架構進行檢視。
在建立理論架構之後，本研究擬用問卷發放的實證研究來檢視之。 所採用的147份有效問卷，皆來自位於科學園區的6家半導體製造業國際公司，經由問卷的設計、發放、回收與統計的過程，驗證運用內部服務品質提升員工滿意度之結果。本研究發現，在內部服務品質的四個構面之中，可靠性、保證性與同理心三項確實與員工工作滿意度呈現顯著的相關，同時基於這些結果，本研究提出了服務品質與重要性配適度的管理方格，期望帶給管理者不同的管理靈感，將服務品質運用在管理層面來提升員工的工作滿意度。

This paper aims to explore the relationship between internal service quality and job satisfaction in the context of electric business (e-business). The theoretical constructs originated from exhaustive literature reviews of prior research on service quality dimensions such as reliability, responsiveness, assurance and empathy, and related work on employees’ job satisfaction. Then, the relationships between internal service quality and employees’ job satisfaction are developed and examined. This research conducts a survey of 147 respondents practicing at six international semiconductor manufacturing companies in Science-based Parks in Taiwan to explore how internal service delivered by e-business affects employees’ job satisfaction in the context of e-business. The results support the idea that the three dimensions of internal service quality indeed have influences on employees’ job satisfaction. Based on these findings, we propose some managerial implications for practitioners to improve employees’ job satisfaction through enhancing service quality.

論文摘要…………………………………………………………………i
Abstract…………………………………………………………………ii
List of Contents……………………………………………………iii
List of Tables………………………………………………………v
List of Figures………………………………………………………vi
Chapter 1 Introduction………………………………………………1
1.1 Research Motivation and Objectives…………………………………………1
1.2 Research Scopes and Objects………………………………………………3
1.3 Organization This Research……………………………………………………4
1.4 Research Procedure……………………………………………………………4
Chapter 2 Literature Review…………………………………………5
2.1 Internal Service Quality………………………………………………………5
2.1.1 The Definition and Influence of Internal Service Quality………………5
2.1.2 The Dimensions and Measurements of Internal Service Quality…………6
2.1.3 The Applications of Internal Service Quality………………………………11
2.2 Job Satisfaction and its Theoretical Network………………………………12
2.2.1 The Definitions and Influence of Job Satisfaction………………………….12
2.2.2 The Antecedents and Measurements for Job Satisfaction…………………13
2.2.2.1 Job Characteristics………………………………………14
2.2.2.2 Leader-member Exchange………………………………………………17
2.2.2.3 Perceived Organizational Support……………………………………18
2.2.2.4 Organizational Structure…………………………………………………20
2.2.2.5 The Measurements for Job Satisfaction…………………………………21
2.2.3 The Role Internal Service Quality Plays in Affecting Job Satisfaction…23
Chapter 3 Research Design…………………………………………27
3.1 Research Model and Hypotheses……………………………………………27
3.2 Questionnaire Design…………………………………………………………28
3.3 Data Collection and Respondents Description…………………………………29
3.4 Data Analysis Method…………………………………………………………30
3.5 Formation of a Strategic Planning for Improving Job Satisfaction…………31
Chapter 4 Data Analysis………………………………………………36
4.1 Measurement of Reliability and Validity……………………………………36
4.2 Combined Confirmatory Factor Analysis for EB-SERVQUAL and Job Satisfaction………………………………………………………………39
4.3 Structural Equation Modeling…………………………………………………43
Chapter 5 Conclusions and Suggestions………………………………45
5.1 Discussions and Conclusions…………………………………………………45
5.2 Conclusion………………………………………………………………47
Appendix…………………………………………………………………49
Reference………………………………………………………………50

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