內部服務品質、員工滿意與工作績效關係之研究-以國內產物保險公司汽車險理賠人員為例

The Relationships of Internal Service Quality, Employee Satisfaction and Job Performance - An example of the Domestic Non-life Insurance Companies for Auto Insurance Claim Adjusters

翁欽南(WENG,CHIN-NAN)

指導教授 ： 陳銘薰

國立臺北大學/商學院/企業管理學系/碩士(2010年)

摘要

產物保險業屬於服務業一環，而服務業要在競爭激烈的環境之中生存，必需仰賴有效益的服務，使被保險人有深切的認知，才能擄獲被保險人的信賴。產險業在服務業中要使被保險人感覺到差異化及創新力，公司須提供員工有效的後勤支援，要在內部呈現的服務方向是多元化，且具有時效、廣泛、實際的服務理念，而且要了解公司內部員工所需要的工作環境、薪資福利、專業訓練、辦公設備、未來願景規劃，面對公司內部員工各種不同的需求，提供的內部服務品質給予內部員工，使員工能感覺受到公司之重視，同時藉由員工對工作的滿意及提升員工本身的工作績效，使公司更具產業競爭力，並進而及提升公司之核保利潤。
本研究係以國內產物保險公司為樣本公司，以汽車險理賠人員為研究對象，針對內部服務品質之因素、員工工作滿意之因素、員工工作績效之因素三者之間的關係及關聯性進行研究。
本研究結果顯示，1：內部服務品質對員工滿意有正向的影響。2：員工滿意對工作績效有正向的影響。3：內部服務品質對工作績效有正向的影響。4：內部服務品質與工作績效間之關聯，員工滿意有中介效果。

關鍵字

內部服務品質 ； 員工滿意 ； 工作績效

並列摘要

The non-life insurance is one part of service industry. While among such a competitive environment, it depends on effective service to survive and make the insured recognize deeply, then capture the trust of the insured. The insurance company must provide effective logistical support, and to make clients feel the difference and innovation of the property insurance industry among the service industry. None life insurance presents its direction of service, which presents in the interior, is the multiplication, effectiveness, wildness, and the actual service idea. Moreover, it should understand the internal staff needs- such as the working conditions, the salary welfare, the professional trailing, the office equipment, and the future vision. Face the different needs of the internal staff, the company should provide the interior service quality to its employees to make them feel that they are cared seriously by the company. Simultaneously, through the employee’s satisfaction of the job and promotion of the job performance by the staff itself, the company will become more competitive and make the more underwriting profit.
In this study, based on the samples of domestic property insurances and the auto insurance claim adjusters as the objects of the study. This research is toward the three factors of internal service quality, employee satisfaction, and job performance to their relations and interactions.
The result shows that
1: internal service quality has a positive influence to the employee satisfaction, 2: employee satisfaction has a positive influence to the job performance, 3: internal service quality has a positive influence to the job performance, 4: between internal service quality and job performance, the employee satisfaction is possessed of intermediate results.

並列關鍵字

Internal Service Quality ； Employee Satisfaction ； Job Performance

參考文獻

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