A Study of Relationships among Internal Service Quality, Employee Satisfaction and Employee Loyalty:The Case of Wholesale Banking Group in the T Bank

• Main Authors: Tsui-Chuan Wang, 王翠娟
• Other Authors: Chung-Chu Chuang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/ksyuhe

碩士 === 淡江大學 === 管理科學學系企業經營碩士在職專班 === 101 === The market niches of the enterprise particularly service industry,should emphasize the product quality and extraordinariy high quality service. in the competitive environment.Therefore offering service to the customers has become one of the key succesful factors for the enterprise in a competitive market.Since employees are the most important asset of enterprise,enterprise should highly value them.Employees with professional knowledge and skills are the main source of enterprise’s core competitiveness.Based on service-profit chain framework of Heskett et al. (1994),this study utilized 8 factors of internal service quality,job description index JDI,and OCQ queationaire to inrestigate the relationships among the service quality,employee satisfaction,and employee loyalty for the Wholesale banking group in the T bank financial in industry. The results of the study are that employees with different genders and job ranks have significant difference in internal service quality,and employees with different educational backgrounds have significant difference in employee satisfaction.Meanwhile,employees with different working experiences have significant difference in employee loyalty.The constructs of internal service quality including the identical goal,reward and approval, training, and tools have positive influence on employee satisfaction.This study holds that only good internal service quality will have good employee satisfaction.Meanwhile, internal service quality can raise employee efficiency effectively,and further increase employee satisfaction.On the other hand, internal service quality has no significant influence on employee loyalty;which can be attributed to the is impacts of constructs like promotion,supervisor and colleagues.It makes the employees mistrust the company.The results of this study can serve as references to policy-making for the management in the case company,and are helpful for in creasing the competitiveness of the case company in the industry.