內部服務品質、員工滿意度與服務行為關係之研究--以中國信託商業銀行總務部為例

The Relationships Among Internal Service Quality, Employees Satisfaction and Service Behavior : The Case of General Affairs Dept. in CTCB

丁兆庭(TING-CHAO TING)

指導教授 ： 陳銘薰

國立臺北大學/商學院/企業管理學系/碩士(2008年)

摘要

在高度服務競爭環境下，企業對顧客所展現之服務品質已日顯重要。企業為能維持其服務競爭優勢，不惜代價並盡其所能維繫對顧客提供優良之服務品質並且希望獲得顧客認同。致力於提供優質服務品質之企業，不但可以提高企業聲望，更得以因而贏得外部顧客之忠誠，而其乃源自於內部顧客滿意之結果。當員工的需求能獲得企業重視並實現時，員工必樂於對外部顧客提供優良之服務品質。
在台灣，金融服務業產值已破兆，足見金融服務業對於台灣的重要性。而金融服務業要在競爭激烈的環境之中生存，必需要有更有效的服務方式，才能贏得顧客的青睞，同時也要以具有服務導向行為之員工為要務。為了在金融服務業這個產業當中更具有差異化、創新能力，總務單位必需扮演更強而有力的後勤支援角色，來提供優良的服務品質予員工，同時藉由員工對工作的滿意度及員工對顧客的服務行為，能夠讓公司更具競爭力及提升公司獲利能力，本論文研究以Heskett服務利潤鏈架構為基礎，並結合內部服務品質八項因子、JDI工作說明量表及服務行為構面針對中國信託商業銀行總務部對公司內部各單位所提供之服務品質、員工對於工作滿意度與員工服務行為間之關係進行研究。
本研究結果顯示，1：內部服務品質對員工滿意度有正向的影響、2：員工滿意度對服務行為有正向的影響、3：內部服務品質對服務行為有正向的影響。

關鍵字

內部服務品質；員工工作滿意度；服務行為

並列摘要

In a highly competitive environment, providing high quality service to customers is becoming increasingly important for the business in service industry. In order to sustain competitive advantage, companies will keep providing their customers superior services
by all means, regardless its cost. In doing that, companies not only obtain their reputation
but also gain loyalty from outside customers who received superior service from satisfied workers inside the companies.
The contribution of financial service industry to Taiwan’s economic output has reached trillion annually. Companies in this industry need to strength their service quality. It is widely believed that satisfied employees will provide high quality service to customers. The general affairs department of a financial institution plays an important supportive role in providing logistic services to all employees at the company. As a result, their efforts in providing services to inside workers would result in a more satisfied worker who would eventually provide a better service to outside customers. To validate this assumption, this study adopts the concept of Heskett as the theoretical framework to examine the relationships among internal service quality, employees’ satisfaction and service behavior.
Using the CTCB as our survey case, the research collected 241 valid questionnaires and found that internal service quality positively related to employee satisfaction; employee satisfaction positively related to service behavior; and internal service quality positively related to service behavior.

並列關鍵字

Internal service quality； Employee satisfaction； Service Behavior

參考文獻

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