Relation''s research of internal marketing,organization commitment,service quality

• Main Authors: Hsien-Hwa Teng, 鄧顯華
• Other Authors: Tai-Hwa Chow
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/78690147355866802143

碩士 === 國立中山大學 === 企業管理學系研究所 === 91 === ABSTRACT Nowadays, in highly competitive circumstance, the highly qualified employee has become one of the key points for company to success and also the precious asset to keep company superior. In the service-guided industries, most service occurs between employees and customers by face-to-face. Therefore, the more agreement the employees show to their company and job, the higher quality the service will be paid to customers. The satisfaction and positive evaluation from customers usually are decided by the received service affected by the employees’ conscience and enthusiasm. In order to make all employees prepare good service fervency, it’s quite important for the company to develop an Internal marketing conception and employees with high loyalty of Organizational commitment. This research is mainly by quantifiable amount of questionnaires to analyze relationship between Internal marketing and Organizational commitment, then through the associate literatures and actual experience to probe the influence on Service quality. With regarding to the character in military unit, we used Length of service and Duty as a control variable, and analyzed by statistics to obtain the conclusion and meaning of management with three conceptions as below: 1.The loyal level of Organization commitment of employees mainly depends on “working condition” and “employees’ Cognition”. 2.The Service quality received by the fleet may be affected by the Internal marketing status and Organizational commitment of employees. 3.The better of the Internal marketing made by organization, the higher Organizational commitment will be, and also the higher service quality the fleet will acquire. Key Words: 1. Internal marketing, 2. Organization commitment, 3. Service quality