百貨公司內部服務晶質對員工滿意度的影響一以屏東太平洋百貨為例

The Influence of Internal Service Quality to Employee Satisfaction- the Example of Pintung Pacific Department Stores

王韻(Y. Wang) ； 彭晶嘉(P. J. Peng) ； 吳品嫻(P. S. Wu)

《紡織綜合研究期刊》 22卷1期 (2012/01) Pp. 51-62

https://doi.org/10.6439/TTRJ.201201.0053

摘要

本研究主要目的為暸解前線服務人員分別所屬的百貨公司與廠商內部服務品質是否會影響員工的工作滿意度。研究對象為屏東太平洋百貨前線的服務人員，採立意抽樣方法在百貨內部賣場進行人員問卷發放，總共回收159份有效問卷。資料分析除了進行敘述性統計外，還透過因素、信度、Pearson相關、ANOVA變異數以及迴歸分析驗證變數間的關係。研究的結果發現：百貨公司內部服務品質、廠商內部服務品質對與員工的工作滿意度有正面的顯著影響，代表百貨公司內部服務品質、廠商內部服務品質的數值越高員工的工作滿意度越高。

關鍵字

內部服務品質 ； 工作滿意度

並列摘要

This research main purpose is to understand the influence of the internal service quality in department store to the front service personnel satisfaction. The internal service quality was divided to department store service quality. The object of study is the Pingtung Pacific Mall front service personnel (i.e. special counter personnel) , to collect the data, the questionnaire was given after the sale was done in different floor in department store. Total 159 effective questionnaires were received. Data analyses included not only descriptive data analysis, but also factor analysis, the Pearson correlation analysis, ANOVA as well as the regression analysis. The results found that the department store internal service quality, both the department store and the firm (manufacturer) internal service quality had significant positive influence to employees' job satisfaction.

並列關鍵字

Interanl service quality ； employees' job satisfaction