Understanding Internal Service Quality Attributes.

• Main Authors: MichaelReeder, 李德爾
• Other Authors: Don Jyh-Fu Jeng
• Format: Others
• Language: en_US
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/80812198352077971723

碩士 === 國立成功大學 === 國際管理碩士在職專班 === 98 === Studies of internal service quality in the Taiwanese context are not yet as common as studies in other cultural settings. At current, only two studies exist that look at internal services in Taiwan. These studies identified the relevant factors and attributes and developed a cross industry scale for measuring internal service satisfaction in Taiwan. However, work remained to be done to further deepen the body of knowledge in this important area. For this study, it was necessary for the proposed Taiwanese internal service quality factor structure to first be confirmed, which was successful. This allowed for future research into this factor structure to be carried out with confidence. Secondly, the importance weights for the factors needed to be determined, to add to the understanding of the factor structure and its properties. Finally, the behavioural characteristics of the attributes were explored in relation to their effect on satisfaction to give managers more practical and applicable information when considering questions relating to the delivery of quality internal services. This exploration aimed to contribute to the understanding of internal service by showing that not all of the ISQ factors and attributes have the same weight or effect on ISQ, and that internal segments exist which will affect the delivery of ISQ. Academically, the work is meant to build off of earlier research of ISQ Taiwan, most specifically Owen (2009) and Stanworth et al (2009) when they explored and purified the Taiwanese ISQ scale. In order to pursue these objectives, a sample of 367 respondents was collected from two survey instruments in the city of Tainan, Taiwan.