內部服務品質對工作績效之影響-以C銀行員工工作熱情為調節變項

The Impact of Internal Service Quality on Job Performance -Using C Bank Employees Work Enthusiasm as the Moderator

陳秀桂(Hsiu-Kuei Chen)

指導教授 ： 洪英正

淡江大學/商管學院/企業管理學系碩士在職專班/碩士(2017年)

https://doi.org/10.6846/TKU.2017.00407

摘要

隨著金融環境的變遷，金融產業面臨激烈競爭的情況下，顧客對金融服務業而言是非常重要，服務品質已經成為銀行業競爭優勢的重要指標，與銀行的主要競爭優勢與競爭武器(Stafford, 1996)。因此，員工是企業最重要的資產，所以企業應重視員工，除了員工需自動自發的進修學習之外，也隨著工作特性的不同，藉由內部服務的改變，以激發同仁對工作熱情與服務的熱誠，來提升工作績效。本研究以Heskett,et al. (1994)的服務利潤鏈架構為基礎，利用內部服務品質八項因子，以C銀行從業人員為研究對象探討金融業個案公司的內部服務品質、工作熱情及工作績效之間的關係。
過去研究指出公司所提供的內部服務品質愈好，可以幫助員工在很短的時間內解決問題，提供快速的後勤支援服務，使員工滿意度增加，自然而然就會反映在對工作績效上(翁欽南，2010)，對工作有熱情的員工，能量源源不絕，無論是什麼工作都能做得有意義，也能為組織創造績效，熱情對組織及個人都有莫大的影響(HO, 2011；Vallerand, 2010)。
本研究問卷以紙本問卷之便利抽樣，總計回收275份有效問卷，藉由描述性統計、項目分析、信度分析、因素分析、迴歸分析、層級迴歸分析、t檢定及變異數分析等方法進行資料分析。
研究的實證結果如下：
1.內部服務品質對工作績效有顯著正向的影響。
2.內部服務品質對工作熱情有顯著正向影響。
3.工作熱情對工作績效有顯著正向影響。
4.工作熱情在內部服務品質對工作績效之影響上有顯著調節作用。
5.不同的人口統計變項在內部服務品質、工作熱情及工作績效上有部分顯著差異。
本研究提出管理意涵如下：一、重視內部服務品質，以提升工作績效；二、創造工作熱情，為提升工作績效；三、培養員工的工作熱情，將有助於內部服務品質之提升工作績效；四、重視個人屬性不同在內部服務品質、工作熱情與工作績效上的差異性。

關鍵字

銀行 ； 內部服務品質 ； 工作熱情 ； 工作績效

並列摘要

Along with the financial environment changed, the financial industry is facing intense competition, the financial services for customers are very important to the industry . Service quality has been becomed an important indicator of competitive advantage in banking industry. It is also the important indicator for banking competitive advantage and the major Competitive Weapons as well (Stafford, 1996). Therefore, employees are the most important property. Banking should attach importance to employees. Becisides, Employees need to learn and develop automatically and arouse job and service enthusiasm to colleagus who are with different characteristics in order to improve job properformance. This study is based on service profit chain structure provided by Heskett,et al.(1994). Using eight effect factors of internal service quality to explore the relationship among the internal service quality, work enthusiasm, and job performance. This study is based on the practitioners of C Bank as the research subjects to study the internal service quality of the financial industry.
In past, the study pointed out that companies who offer better service quality can help staff to solve problem in shorter time. Providng more rapid logistic support and service to make the employee satisfaction increased. And then work proformance will be able to reflected natureally (Wengqin South, 2010).
Staff with enthusiasm on job, their energy is never endless. No matter what work, they always make things meaningful and also can creat performance for organizations. Enthusiasm has the great impact on the organization and individuals (HO, 2011; Vallerand, 2010).
In this study there are 275 valid subjects for this research by sampled with convenient sampling method. The data is analyzed by descriptive statistics, item analysis, reliability analysis, factor analysis, regression analysis, hierarchy regression analysis, t-test and analysis of variance.
Conclusions of this research are as below:
1.Internal service quality has a significant positive impact on job performance.
2.Internal service quality has a significant positive impact on work enthusiasm.
3.Work enthusiasm has a significant positive impact on job performance.
4.Work enthusiasm has a significant moderating effect on the influence for job performance by internal service quality.
5.There are some significant differences on internal service quality, job enthusiasm, and job performance with different demographic variables.

The management implication in this research are as following.
1.Internal service quality attention will promote job performance.
2.To enhance work enthusiasm will improve job performance.
3.Work enthusiasm training will help to improve the effect on job proformance by internal service quality.
4.Putting more focus on different individual characteristic for linking different internal service quality, job enthusiasm, and job proformance.

並列關鍵字

Bank ； Internal Service Quality ； Work enthusiasm ； Job performance

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