國際觀光旅館餐飲部門員工對內部服務品質、工作滿意度與員工忠誠度之相關研究－以組織文化為干擾變項

A Study on the Relationship among the Internal Service Quality, Job Satisfaction and Employee Loyalty of the Employees Working in the Food and Beverage Department of an International Tourist Hotel-Taking the Organizational Culture as an Extraneous Variable

許順旺(Shun-Wang Hsu) ； 郭依潔(Yi-Jie Kuo) ； 陳漢軒(Han-Hsuan Chen)

《餐旅暨家政學刊》 7卷1期 (2010/03) Pp. 25-54

https://doi.org/10.6572/JHHE.7(1).2

摘要

本研究旨在探討國際觀光旅館餐飲部門員工對於內部服務品質、員工工作滿意度與員工忠誠度之間的行為關係。其次探討員工的工作滿意度是否會對內部服務品質與員工忠誠度產生中介效果及在組織文化的干擾效果下是否會對內部服務品質與工作滿意度之間產生影響。本研究以在國際觀光旅館餐飲部門服務滿三個月以上之員工作為研究施測對象。研究方式以問卷調查方式進行，共發放795份問卷，實得有效問卷487份。研究結果顯示：內服務品質與工作滿意度呈顯著的正向關係；內部服務品質與員工忠誠度之間均呈顯著正向關係；工作滿意度與員工忠誠度之間呈顯著正向關係；工作滿意度對於內部服務品質與員工忠誠度之間僅產生部分中介效果；而組織文化僅對內部服務品質的員工獎酬與工作滿意度之間產生干擾效果。

關鍵字

內部服務品質 ； 工作滿意度 ； 員工忠誠度 ； 組織文化

並列摘要

This study primarily aims to discuss the relationship among the internal service quality, job satisfaction and employee loyalty of the employees working in the Food and Beverage Department of an International Tourist Hotel, and then discuss whether the job satisfaction will have an immediate effect on the internal service quality and employee loyalty and an impact on the internal service quality and employee loyalty under the intervention of the organizational culture. This study targeted the employees who have served in the Food and Beverage Department of an International Tourist Hotel for more than 3 months. Based on the survey-questionnaire method, this study distributed 795 questionnaires and received 487 valid samples. The research result shows that the internal service quality is significantly positively correlated with job satisfaction. Moreover, the internal service quality is positively correlated with employee loyalty. The job satisfaction is significantly positively correlated with employee loyalty. Only a partial immediate effect was found between internal service quality and employee loyalty. However, the organizational culture only has a moderate effect between the reward system of internal service quality and job satisfaction.

並列關鍵字

internal service quality ； job satisfaction ； employee loyalty ； organizational culture

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