| Summary: | 碩士 === 國立彰化師範大學 === 企業管理學系 === 94 === The global trend toward the liberalization of financial services has motivated significant reforms in Taiwan's financial markets, which include the lifting of a wide range of financial regulations and restrictions. These financial reforms make possible fast-growing banking systems as well as unprecedented competition and, most importantly, herald the coming of a whole new era for banking services. Under such dynamic macro environments, service quality becomes a key factor determining whether a banking system can stand out among others. The literature suggests that the profits and growth in an organization are decided by the degree of satisfaction and loyalty of its customers, which in turn are the results of the same elements perceived by it employees. It is therefore concluded that as far as the banking systems are concerned the importance of the banking system’s internal service quality has significant impacts on its employees, which can never be overlooked.
This study explores the relationship among the internal service quality of the banking system, employees’ perceived job satisfaction, the job involvement, and the turnover intention of the employees by using the questionnaire surveys along with several relevant statistical methods. It is anticipated that the result of this study could help establish a suitable human resource system for the banking industry to improve employees’ job satisfaction which will facilitate the growth of the bank.
Based on the data collected, the following research findings are obtained: (1) the internal service quality of an organization has a partially significant impact on the perceived satisfaction of the employees, (2) the internal service quality of an organization has a partially significant impact on the employees’ turnover intention, (3) the internal service quality of an organization has a partially significant impact on the employee’s job involvement, (4) the employee’s job involvement has a partially significant impact on their job satisfaction, (5) the employees’ job involvement has a partially significant impact on their turnover intention, (6) the employees’ job satisfaction has a significant impact on their turnover intention, and(7) The employees' attributes have a partially significant impact on their perceptions of the internal service quality of a corporation, job involvement, job satisfaction, and turnover intention.
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