| Summary: | 碩士 === 國立臺北科技大學 === 管理學院經營管理EMBA專班 === 99 === It is an overall competitive age. The market is uncertain and unstable. Demand of consumers changes all the time with time, location, and emotions. There are no protocol and no rules.
Successful corporates have to understand employees. Establish employees as part of the assets; value employee satisfaction and internal service flow. Satisfied employees have higher performance and service quality. Internal service quality is the tool to employee satisfaction.
The service of financial industry is provided from service providers encountering consumers. The service quality and performance is presented by employee’s behavior. The literatures reveal that ”High quality of internal service would raise employee’s satisfactions. Satisfied employees would be loyal to their organizations and provide external customers with high quality service, and forth create external customers’ satisfaction.” As a result, the culture of service and quality of human resource are the most important factors of competitive advantage.
We use LISREL 8.51 as statistics tool, the reliability, validity, and goodness-of-ft of our models are good enough in order to analyze the causality between our constructs. Our conclusions are shown as follows.
1. Internal market research, internal communications, internal feedbacks have significant influence on internal service quality and organizational commitment.
2. Internal service quality has significant influence on employee’s satisfactions
3.Organizational commitment has significant influence on employee’s satisfactions
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