| Summary: | 碩士 === 國立臺北大學 === 企業管理學系 === 93 === Since the concepts of service quality and relationship marketing were proposed in 1980’s, people started to pay attention on how service supplier’s employees affect service quality and customer satisfaction. The relationship among employee satisfaction and customer satisfaction began to popularly discuss since that time. Scholars commonly believe that satisfied employee lead satisfied customer, but correlated empirical researches are very poor.
Heskett et al.(1994) opinioned service profit chain. Because of the concept across organization’s interior and outer system, it is difficult to proceed empirical researches, so the number of related literatures are less. Also, correlated researches are not only emphasize in individual field in the system without joint, but also emphasize in overall joints then confused the original viewpoint of service profit chain: satisfied employees make satisfied customers.
So this research bases on service profit chain concept and opines the conceptual scheme of employee satisfaction influence service quality, then affects customer satisfaction. We explore these correlations in the hospital industry, base on 377 JDI questionnaires and 252 SERVPERF questionnaires from seven hospitals in Taiwan.
Our study gets several results. First, five dimensions affect hospital employee job satisfaction which are job itself, , pay, promotion, supervision, and co-workersand. Second, ten dimensions of PZB service quality affect overall hospital service quality. Third, hospitals employee job satisfaction is found positively related to service quality. Fourth, service quality is found positively related to patient satisfaction. At last, hospitals employee job satisfaction is found positively related to patient satisfaction.
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