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研究生:薛中誌
研究生(外文):HSUEH CHUNG CHIH
論文名稱:內部服務品質 員工知覺 工作滿足與組織承諾對員工工作績效之影響
論文名稱(外文):The Impact of Internal Service Quality, Employees’ Perception, Job Satisfaction and Organization Commitment on Job Performance
指導教授:黃盈裕黃盈裕引用關係
學位類別:碩士
校院名稱:南台科技大學
系所名稱:行銷與流通管理系
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:102
畢業學年度:101
語文別:中文
論文頁數:78
中文關鍵詞:內部服務品質員工工作績效組織承諾工作滿足員工知覺
外文關鍵詞:Internal Service QualityEmployees’ PerceptionJob Satisfaction,Organization CommitmentJob Performance
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隨著企業經營所面對的各種競爭壓力,員工對企業之重要性,比起以往大幅提升很多!就企業而言,最高之利潤來自於顧客,主動了解顧客需要,提供可以滿足顧客需要之商品及服務,往往是企業維持競爭地位之不二法門。就顧客而言,消費後的高度滿意來自於交易行為中的各項服務,不論是產品服務或者人員服務,獲得最佳的服務是維繫顧客滿意的動力;就員工而言,是服務的主要貢獻者,員工願意盡心盡力地去服務顧客源自於企業給予的承諾,也就是企業能夠給予員工多大的動力就會影響員工的服務力,企業若想提供高品質的產品及服務往往是由企業滿意及忠誠之員工所創造出來的。
本研究主要針對「內部服務品質、員工知覺、工作滿足與組織忠誠對於員工工作績效之影響」進行其關係之研究探討,探討形成內部服務品質、員工知覺、工作滿足、組織忠誠、員工工作績效之構面要素,提供企業運用服務利潤鏈與內部行銷之管理意涵及建議,使企業透過此一模式提昇公司之績效表現,進而大幅提升企業之利潤以達永續經營之願景。
透過問卷調查方式來蒐集所需資料,共回收430份有效問卷,透過SPSS 12.0及AMOS6.0統計套裝軟體進行資料分析後,本研究之實證結果如下:內部服務品質會影響工作滿足且具有顯著之正向關係、員工知覺會影響工作滿足且具有顯著之正向關係、員工知覺會影響組織承諾且具有顯著之正向關係、員工知覺會影響組織承諾且具有顯著之正向關係、工作滿足會影響組織承諾且具有顯著之正向關係、工作滿足會影響員工工作績效且具有顯著之正向關係。
With various competitive pressures that enterprises faced, the staffs are becoming much more important to the enterprises than before. To the enterprises, the only way to maintain the competitive position is to understand actively the needs of the customers and provide the merchandise and services that could satisfy customers’ needs, because the profit is derived from the customers. To the customers, the high satisfaction after consuming is from the various service of transaction, such as product service or staff service. Gaining the best service is the factor to maintain the satisfaction for the customers. To the staffs who contribute to services, the promises that enterprises give could drive the staffs to serve the customers wholeheartedly. The more promises the enterprises give, the more and better services their staffs will give. The high level quality of products and services that enterprises provide are usually derived from the business satisfaction and staffs with loyalty.
The main purpose of this research is to explore the impact of internal service quality, employees’ perception, job satisfaction, and organizational commitment on job performance. This paper also provides some service value chain and interior marketing management implication and suggestion for the enterprises to improve the performance, profits, and sustainable management.
There were 430 valid questionnaires collected and analyzed by SPSS 12.0 and AMOS6.0. The results of this empirical study are as follows: Internal service quality has positive and significant effect on job satisfaction. Employees’ perception has positive and significant effect on job satisfaction. Employees’ perception has positive and significant effect on organization commitment. Job satisfaction has positive and significant effect and organization on commitment. Job satisfaction has positive and significant effect on job performance.
摘要 IV
ABSTRACT V
致謝 VII
目次 VIII
表目錄 X
圖目錄 XI
第一章 緒論 1
1.1 研究背景與動機 1
1.2研究目的 2
1.3 研究範圍與對象 3
1.4 研究流程 3
第二章 文獻探討 5
2.1 服務利潤鏈 5
2.2 內部服務品質 8
2.3員工知覺 10
2.4工作滿足 13
2.5組織承諾 20
2.6員工工作績效 27
2.7 各構面之關聯性探討 29
第三章 研究設計與方法 33
3.1 研究架構與研究假設 33
3.2 變數之操作性定義 34
3.3問卷設計 36
3.4 研究對象與抽樣方式 37
3.5 資料分析方法 37
第四章 資料分析 40
4.1 樣本結構分析 40
4.2 各變項的特性分析 42
4.3 量表之信度與因素分析 45
4.4 人口統計變數對各構面之差異性分析 51
4.5 結構方程式模式分析 56
第五章 結論與建議 62
5.1 研究結論 62
5.2管理意涵 65
5.3研究限制 66
5.4未來研究建議 67
參考文獻 69
附錄一 本研究正式問卷 74
英文部份
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中文部分
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2.王啟洲(2005),「內部行銷知覺、工作滿足、組織承諾與工作績效結構關係之研究-以壽險業為例」,國立中正大學碩士論文
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