A study on the relationships between internal service quality, organizational culture, job satisfaction and employee loyalty in junior high school of Yunlin county.

• Main Authors: Wei-chao Liao, 廖瑋昭
• Other Authors: Jing-er Chiu
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/05693025526576292806

碩士 === 國立雲林科技大學 === 全球運籌管理研究所碩士班 === 99 === This study aims to explore the relations between internal-service quality, job satisfaction and employee loyalty, of the Yunlin County Junior High School follows by discussion on job satisfaction will (or will not) cause an intermediate effect to internal-service quality and staff loyalty, finally try to probe on whether the organizational culture will interfere the service quality and job satisfaction. After the references and in-depth interviews, this study extracts the related themes, and it is based on the Q & A survey which is adopt to teachers of the Yunlin County. Junior High School. A total of 400 questionnaires issued to Yunlin County 20 national Junior High School, recycling effective questionnaires 389, recovery rate of 97.3%. According to the research, we summarized the salient points：The quality of Internal service and job satisfaction has a positive correlation so does the quality of internal service and staff loyalty. Between the job satisfaction and employee loyalty there is also a positive correlation. Job satisfaction could cause a mediator effect to internal-service quality and the staff loyalty; the organizational culture could cause the same effect on the quality of internal service and the job satisfaction. The boost of internal-service quality depends on the improvement in job satisfaction as well as employee loyalty. And the main point in this research can be summed up to: “Communication and Collaboration”,“Training and Policy”, “ Administration and Support”, “Recognition for Educational Goals”. Consequently, we can adopt from these four aspects, and improve job satisfaction and employee loyalty. 1. Adopt some popper leadership mode. Use some suitable pattern to smooth communication between employees and the authority to enhance employee’s loyalty. 2. According to current and ever-changing education environment, give teachers professional training and proper policy. 3. Enhance administrative support and recognition for educational goals. 4. In-house products and services should be in reaction to the staffs need and thereby enhance their loyalty 5. To have a better educational quality in the junior high school, the research’s result is for future academic reference.