人格特質、工作態度、服務品質、工作績效及顧客滿意度關連性之實證研究－以國內金融控股公司爲例

The Substantial Evidence Analysis Research on the Relationship between Personality Speciality, Work Attitude, Service Quality, Working Performance, and Customer Satisfaction-by taking a Local Finance

魏文欽(Wen-Chin Wei) ； 朱聖和(Shenq-Her Ju)

《International Journal of Lisrel》 1卷2期 (2008/08) Pp. 1-24

https://doi.org/10.30063/IJL.200808.0001

摘要

金融服務業對顧客而言是非常重要，因為服務的內容攸關顧客資金，相對的顧客滿意度來自金融服務人員的工作態度，工作態度與服務品質間之關係，發展顧客滿意度模式，進而增加工作者的工作績效，並加入人格特質，探討其對工作態度之影響，從相關文獻理論提出顧客滿意度之知覺認知前因變數工作態度、服務品質，除了直接影響顧客滿意度，並透過顧客滿意度產生所謂的績效。 依據研究結果提出相關的應用與管理意涵，作為金融業者及求職者創造競爭力參考指標，期對保障消費者權益，穩定金融交易秩序有預期之貢獻。本研究依相關文獻直接、間接的引用，提出「顧客滿意度」之前因變數為「人格特質」、「工作態度」、「服務品質」、「工作績效」等知覺認知構面，研究範圍金融服務人員之問卷為有效樣本，運用線性結構關係模式(LISREL)之統計方法，驗證各構面間之因果關係，並對模式進行配適度檢驗。研究結果發現：在直接效果部分：人格特質對工作態度之因果關係獲得顯著性支持；工作態度對服務品質與工作績效有顯著的正向影響；服務品質對工作績效有顯著的正向影響；工作態度對顧客滿意度及工作績效對顧客滿意度均有顯著的正向影響：唯獨服務品質對顧客滿意度未獲得驗證支持。

關鍵字

人格特質 ； 工作態度、服務品質 ； 工作績效 ； 顧客滿意度

並列摘要

Financial service industry is essential to the customer. Because the content of Service is related to Customer Fund; Customer Satisfactions corresponsively will result from the financial service personnel's' working attitude. The relationship between Working Attitude and Service Quality will develop Customer Satisfaction model and will advance Working Performance. Further joining the study on how Personality Speciality will influence Working Attitude. From the correlation literature theory proposed the pre-variables of Customer Satisfaction consciousness cognition, Working Attitude and Service Quality, and they will directly affect Customer Satisfaction, and penetrate Customer Satisfaction to have the so-called Performance.
Based on the research findings, to propose the correlation application and management implication for the finance industry and job seekers to create competition as a reference. Also it is expected to make anticipated contribution for securing consumer rights and stabilizing financial transaction order. This research according to direct and indirect correlation literature quotation proposes the pre-variables of ”Customer Satisfaction” are those consciousness cognition aspects, ”Personality Speciality”, ”Working Attitude”, ”Service Quality”, and ”Working Performance” etc. The research scope from finance service personnel are effective samples and utilize the statistical method, Linear Structural Relations (LISREL) to prove the causal relation of all aspects, and have the moderate examination on models process. The findings discovered that, in direct effect parts:
1. The causal relation of Personality Speciality for Working Attitude reveals the remarkable influence
2. Working Attitude for Service Quality and Working Performance reveal remarkable positive direction influence
3. Service Quality for Working Performance reveals remarkable positive direction influence.
4. Working Attitude for Customer Satisfaction and Working Performance both reveals remarkable positive direction influence.
5. Only Service Quality for Customer Satisfaction hasn't been proved in this research.

並列關鍵字

Personality speciality ； Working Attitude ； service quality ； Working Performance ； customer satisfaction