- 學位論文
建立資訊人員內部顧客觀念之研究-以某電信公司為例
The Research Of The Establishment Of IT Staff Having The Concept Of Internal Customers- The Case Uses A Telecommunications Company As An Example
若您是本文的作者，可授權文章由華藝線上圖書館中協助推廣。
摘要
員工是企業中利潤的創造者，是企業生產力最重要和最活躍的要 素，也是企業核心競爭力的首要因素。企業的獲利能力主要是由顧客 忠誠度決定的，顧客忠誠度是由顧客滿意度決定，因此，現代企業管 理有一個重要的理念：請把員工當「顧客」，即內部顧客。只有員工滿意，才能帶來顧客滿意，才能使企業產生持續的利潤增長，而不滿意的員工則會以不同的方式導致公司的各項工作事倍功半，帶來的結果是「較高的員工流動率」「較低的生產效率」以及「下屬的不忠誠」。內部顧客滿意和企業利潤的增長之間是一個相輔相成、共生共存的雙贏關係。 本論文透過問卷方式，探討個案公司資訊單位內部顧客與服務品 質之相關性以及資訊人員服務品質與員工實際感受服務品質之落差。 問卷以企業內資訊單位發放，回收後利用信度分析、敍述性統計分析、變異數分析、獨立樣本 T檢定、相關性分析等工具分析以上目的研究結果發現 一、 內部顧客觀念與資訊人員服務品質之間關係為正相關 二、 管理人員及非管理人員對資訊服務品質及內部顧客觀念僅於內 部顧客觀念中有顯著性差異認知 三、 員工實際感受的服務品質與資訊人員服務品質認知，是有顯著性差異，資訊人員需導入內部顧客觀念使此缺口縮小
並列摘要
Besides being a profit generator, employee is not only one of the most important factors for productivity of a company but also the main factor which influences the core competitiveness of a company. We all know that the profit of a company is mainly determined by the customer loyalty and it comes from customer satisfaction; therefore,it makes an interesting concept: Treat employees as "customers”;because only satisfied employees can and are willing to make customer satisfied and which can continuously bring sales and profit to company. But for those unsatisfied employees, they will try different ways to make obstacles which may result "high staff turnover rate ", " low productivity " and " disloyal subordinates ". Therefore, we can say there is a win-win relationship between “Internal customer” satisfaction and the profit growth of a company. In this paper, I used questionnaire to explore 1. the correlation between “Having the internal customers concept” and “the service quality”. 2. the gap of service quality between IT staff and employees. I used reliability analysis, descriptive statistical analysis, ANOVA, independent samples T-test, correlation analysis tools etc. to analyze questionnaires. Findings: 1. There is a positive correlation between IT staff who have the concept of internal customers and the service quality 2. managerial and non- managerial employees only have significant difference in “Having the concept of internal customers”. But for “the service quality”, there is no significant difference. 3. “The service quality” recognize by the IT staff and felt by employees is significantly different. Company should strengthen IT staff to have the concept of internal customers to narrow the gap with employees’ cognition .
參考文獻
1.Berry , L. L., “Communication and Control Processes in the Delivery of Service Quality” , Journal of Marketing, 52 (April), pp. 35-48 ,1981
2.Berry, L.L. and A. Parasuraman, Marketing Services: Competing through Quality, New York: The Free Press，1991
3.Bowen, D.E., “Job Satisfaction and Organization Commitment: A Comparison of United States and Mexico Employees” , International Journal of Commerce and Management, Vol. 8, pp. 7-25，1986
4.Chaston, I., “A Typology for Evaluating Branch-Level Perceptions of Internal Customer Management Processes within the UK Clearing Banks”, The Service Industries Journal, Vol. 15, pp. 332-349.Mar. 1995
5.Chung, C., “Job Satisfaction, Work Values and Sex Difference in Taiwan' s Organizations” , Journal of Psychology, Vol. 133, 563-575，1993.