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研究生:鄭伃婷
研究生(外文):Yu-ting Cheng
論文名稱:內部服務品質、關係品質與組織承諾關係之研究-以F銀行為例
論文名稱(外文):A Study of Relationships among Internal Service Quality, Relationship Quality and Organizational: The Case of F Bank
指導教授:吳聲昌
學位類別:碩士
校院名稱:世新大學
系所名稱:資訊管理學研究所(含碩專班)
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2014
畢業學年度:103
語文別:中文
論文頁數:73
中文關鍵詞:銀行、內部服務品質、關係品質、組織承諾
外文關鍵詞:BankInternal Service QualityRelationship QualityOrganizational Commitment
相關次數:
  • 被引用被引用:3
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  • 收藏至我的研究室書目清單書目收藏:0
銀行的每一位行員,都是提供外部顧客服務的一部分。如果行員缺乏銀行合理的對待,使其無法以最高效率進行工作,顧客所接受的服務也會因而受到負面影響,必然會引起顧客的不滿甚至喪失顧客的忠誠。因此,銀行應將行員視為內部顧客,促使其積極工作,促進工作質量,提升整體素質,讓外部顧客滿意,使銀行獲利能力提高。
本研究以內部顧客管理的觀點,探討銀行內部行員對於銀行提供的組織承諾、服務品質、關係品質的影響,進而評估行員的留任意願。本研究旨在探討銀行內部管理,以期提供給以永續經營為目標的銀行留住人才的重要參考。
本研究採用隨機抽樣方式進行問卷調查,以F銀行內部行員及業務共400名作為研究的對象。本研究的問卷使用描述性統計、獨立樣本檢定、變異數分析、因素分析、迴歸分析進行樣本分析。
本研究結果顯示服務品質與關係品質有正面影響;服務品質對組織承諾有正面影響;關係品質對組織承諾有正面影響。本研究建議銀行應該致力於提高行員對於主管的良好的互動關係與與內部服務品質以降低離職率,確保銀行的永續經營。
Each of bank staff is a part of the external customer service. If the bank staff suffered unreasonable treatment, it is impossible for they to work at maximum efficiency, and customer service also suffered negative impacts that will lead their customer dissatisfaction and even the loss of customer loyalty. Therefore, banks should look on staff as internal customers, and actively promote its work to promote the quality, improve the overall quality, so that the external customer satisfaction, so that banks will improve profitability.
In this thesis, the internal customer management perspective, explore the bank teller for the bank's organizational commitment, service quality, quality of the relationship, and then evaluate the teller's intent to stay, in order to provide an important reference for the banks which with the goal of sustainable development to retain talent.
This thesis used survey to 400 tellers and sales staff in F Bank as the random sampling objectives. This questionnaire used descriptive statistics, independent sample test, ANOVA, factor analysis, and regression analysis for sample analysis.
The study results in this thesis show that service quality and relationship quality has a positive impact; service quality has a positive effect on organizational commitment; relationship quality has a positive impact on organizational commitment. This thesis suggests that the bank should aim to improve the staffs for good interaction and internal service quality with their manager to reduce the turnover rate for sustainable management.
誌謝 I
摘要 II
Abstract III
目錄 IV
圖目錄 VI
表目錄 VII
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 3
1.4 研究程序 3
1.5 論文架構 4
第二章 文獻探討 6
2.1 組織承諾 6
2.2 內部服務品質 8
2.3 關係品質 12
2.4 小結 17
第三章 研究方法 19
3.1 理論模型 19
3.2 研究假設 21
3.3 研究變數與操作型定義 21
3.4 個案公司F銀行簡介 24
3.5 問卷設計 25
3.6 分析方法 30
第四章 資料分析方法與結果 32
4.1 正式問卷施測與分析 32
4.2 信度與效度分析 34
4.3 均數檢定分析 37
4.4 因素分析 42
4.5 迴歸分析 46
4.6 構面分析 56
第五章 結論與未來研究 64
5.1 結論 64
5.2 未來研究 66
參考文獻 68
附錄:研究問卷 73
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