| Summary: | 碩士 === 國立彰化師範大學 === 企業管理學系 === 103 === Banking industry is a typical service industry. With the financial liberalization, deregulation, the quota increase and expand the scope of business. In this case, banking industry was amplified competitors homogeneity, how to achieve competitive advantage has become an important issue of banking. If they want to keep competitive, they must have capable employees. This study employs the factors influencing employee satisfaction with the unit of employee. Based on previous literature, a conceptual model was proposed, questionnaires were distributed to 378 employees in different banks and their responses were collected. Structural equations modeling (SEM) was employed to verify the conceptual model.The results show that reward and recognition, working climate and co-worker support has a positive influence on employee satisfaction. In addition, employee satisfaction have positive influences on employee loyalty. Employee loyalty has a positive influence on service quality. Thus, this study suggests that banking industry must be timely reward or recognition, a good working climate, management, relationships with colleagues and employees self-development capacity, to improve employee satisfaction at work. As a result, the employees will be able to be dedicated for company, thereby providing high-quality services to give customers in order to create competitive advantage.
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