A Study on the Impact of Human Resource Capabilities, Organizational Commitment, and Internal Customer Satisfaction on Organizational Performance

• Main Authors: Miao-Shan Chien, 簡妙珊
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/52526433786385734394

碩士 === 國立雲林科技大學 === 資訊管理系碩士班 === 99 === Due to the valuable, rare, difficult to imitate, irreplaceable and important properties, human resource possesses the importance of potential to create sustainable competitive advantage. Therefore it is worthy to use to improve organizational performance. This study adopts the process point of view to propose an integration model which comprehensively considers an important relative variable between human resource capacities and organizational effectiveness. And the study bases on Chunghwa Post co. to do empirical research. "Service - net chain" advocates that the satisfaction and loyalty of internal customer impact customer satisfaction and loyalty at first, and then affect the company''s growth and profitability. This study extends service - net chain model and investigates the intermediary influence of organizational commitment on internal customer satisfaction and service quality. The main conclusions of this study are: (1) The main affecting factors of customer satisfaction are team-oriented, affective commitment, normative commitment as well as service quality. (2) The main affecting factor of the affective commitment is internal customer satisfaction. The main affecting factor of normative commitment is internal customer satisfaction. Continuance commitment is not affected significantly by research variables. (3)The main factor of service quality is internal customer satisfaction. (4)The main factors of organizational performance are team-oriented and internal customer satisfaction. The conclusions of this study support academics and practitioners on important inspiration and contribution.