博碩士論文 etd-0104110-104625 詳細資訊


姓名 李麗珍 (Li-jane Lee) 電子信箱 不公開
學號 M9716113 論文著作權 作者與指導教授共同擁有
系所名稱(中) 管理研究所 系所名稱(英) Graduate School of Management
學年度 / 學期 98學年度第1學期 學位 碩士 (Master)
論文名稱(中) 小型銀行內部服務品質對員工服務行為之研究—以B銀行為例
論文名稱(英) A Study on the Impact of the Internal Service Quality of the Small-scale Bank on the Service Behavior of Attendants—A Case Study of B Bank
檔案 本電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。
請遵守中華民國著作權法之相關規定,切勿任意重製、散佈、改作、轉貼、播送,以免觸法。
論文使用權限 校內 5 年後公開、校外永不公開
論文種類 碩士論文
論文語文別 / 頁數 中文 / 75
統計 已被瀏覽 1587 次,被下載 0 次
關鍵字(中)
  • 結構方程式
  • 服務行為
  • 內部服務品質
  • 關鍵字(英)
  • Structural Equation Modeling
  • Service behavior
  • Internal Service Quality
  • 摘要(中) 本研究主要在探討B銀行的內部服務品質和員工服務行為及員工滿意度、員工忠誠度之關係,以個案銀行為調查基礎,研究結果顯示七項主要結論:
    一、總行對分行服務品質會正向影響分行內部服務品質成立
    二、總行對分行服務品質會正向影響分行員工服務行為不成立
    三、分行內部服務品質會正向影響員工工作滿意成立
    四、分行內部服務品質會正向影響員工服務行為成立
    五、分行內部服務品質會正向影響員工忠誠不成立
    六、員工工作滿意會正向影響員工忠誠不成立
    七、員工工作滿意會正向影響員工服務行為不成立
    摘要(英) Using the B Bank as our survey case, the research collected valid 100 questionnaires and found that internal service quality positively related to employee satisfaction; employee satisfaction positively related to sevicee behavior; and internal service quality positively relative to service behavior.
    1.The general headquarters can be tenable to the branch service quality to the influence branch interior service quality.
    2.The general headquarters can serve the behavior to the branch service quality to the influence branch staffs not to be untenable.
    3.The branch internal service quality can to affect the staff to work satisfaction establishment .
    4.The branch internal service quality can to affect the staff to serve the behavior to be tenable.
    5.The branch internal service quality can to affect the staff loyally not to be untenable.
    6.The staff works the degree of satisfaction to be able to affect the staff loyally not to be untenable.
    7.The staff works the degree of satisfaction to be able to affect the staff to serve the behavior not to be untenable.
    論文目次 中文摘要I
    英文摘要II
    致 謝III
    目 錄IV
    圖目錄V
    表目錄VI
    第一章 緒論1
    第一節、研究背景與動機1
    第二節、研究的目的2
    第三節、研究流程3
    第二章 個案公司簡介與文獻探討4
    第一節、個案公司4
    第二節、內部服務品質相關文獻探討9
    第三節、員工滿意度13
    第四節、員工忠誠(組織承諾)之意義16
    第五節、服務行為18
    第三章 研究方法19
    第一節、研究架構19
    第二節、研究假說20
    第三節、問卷設計與抽樣方法 22
    第四節、資料統計與分析28
    第四章 資料分析與討論29
    第一節、樣本基本資料分析29
    第二節、因子數檢討34
    第三節、信度分析48
    第四節、內部服務品質與服務行為模式構建49
    第五節、忠誠度分析62
    第五章 研究結論與建議66
    第一節、研究結論66
    第二節、檢討與建議67
    參考文獻69
    一、中文文獻:69
    二、英文文獻:70
    參考文獻 一、中文文獻:
    1.丁兆庭(2007),「內部服務品質、員工滿意度與服務行為關係之研究—以中國信託商業銀行總務部為例」,國立台北大學企業管理研究所碩士論文。
    2.吳文彬(2007),「服務利潤鏈之實證與影響因素之探討」,國立東華大學企業管理研究所博士論文。
    3.陳怡安(2004),「內部服務品質對外部服務品質影響之探討—以銀行業為例」,國立東華大學企業管理研究所碩士論文。

    二、英文文獻:
    1.Chaston, I. (1994), “Internal customer management and service gaps within the UK manufacturing sector,” International Journal of Operations and Production, Vol. 14, No. 9, pp. 45-56.
    2.Crawford, J. C. and Getty, J. M. (1991), “The marketing of services: A quality perspective,” Journal of Professional Services Marketing, Vol. 8, No. 1, pp. 5-15.
    3.Gremler, D. D. (1995), The Effect of Satisfaction, Switching Costs, and Interpersonal Bonds on Service Loyalty, Unpublished Doctoral Dissertation, Arizona State University, Tempe, AZ.
    4.Gronroos, C. (1982), “An applied service marketing theory, ” European Journal of Marketing, Vol. 16, No. 7, pp. 30-41.
    5.Gronroos, C. (1984) A service quality model and its marketing implication. European Journal of Marketing, 18(4), pp.36-44.
    6.Gronroos, C. (1990), Service management and marketing. Llexington, MA: Lexington Books.
    7.Gronroos, C. (1990), Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20 (January), pp.3-11.
    8.Hallowell, R. (1996), “The relationship of customer satisfaction, customer loyalty and profitability: An empirical study,” The International Journal of Service Industry Management, Vol.7, No. 4, pp. 27-42.
    9.Hallowell, R., Schlesinger, L. A. and Zornitsdy, J. (1996), “Internal service quality: Customer and job satisfaction, linkage and implications for management,” Human Resource Planning, Vol.19, No. 2, pp. 20-31.
    10.Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. and Schlesinger, L. A. (1994), “Putting the service-profit chain to work,” Harvard Business Review, Vol.
    11.McDermott, L. C. and Emerson, M. (1991), “Quality and service for internal customers,” Training and Development Journal, Vol. 45, No. 1, pp. 61-64.
    12.Hoppock, R. (1935), Job Satisfaction, Halt, Rinenart& Winston, New York, NY.
    13.Parasurman, A., Zeithaml, V. A., and Berry, L. L. (1985), A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), pp. 41-50.
    14.Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1990), Delivering service quality. Balancing perception and expectations. The Free Press, New York, NY.
    15.Parasuraman, A. Valarie A. Zeithaml and Leonard L. Berry (1988), SERVQUAL: A multiple-item scale for measuring consumer perception question, Journal of Retailing, 64(1), pp.12-40.
    16.Sasser, W. E., and Arbeit, P. Stephen. (1976), Selling jobs in the service sector. Business Horizons, 19(3), pp.61.
    17.Anderson, E. W. & Sullivan, M. W. (1993), The Antecedent and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125-143.
    18.Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994), Customer Satisfaction, Market Share, and Profitability: Findings From Sweden. Journal of Marketing, 58, 53-66.
    19.Avkiran, N. K. (1994), Developing an Instrument to Measure Customer Service Quality in Branch Banking. International Journal of Bank Marketing, 12(6), 10-18.
    20.Berry, L. L. & Parasuraman A. (1994), Improving Service Quality in America: Lessons Learned. Academy of Management Executive, 8(2), 32-52.
    21.Bitner, M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54(2), 69-82.
    22.Bolton, R. N. & Drew, J. H. (1991), A Multistage Model of Customers’ Assessments of Service Quality and Value. Journal of consumer research, 17, 375-384.
    23.Cardozo, R. N. (1965), An Experimental Study of Customer Effort, Expectation, and Satisfaction. Journal of Marketing Research, 2, 244-249.
    24.Churchill, G.. A., & Surprenant C. (1982). An Investigation Into the Determinants of Customer Satisfaction. Journal of Marketing Research, 65, 491-504.
    25.Cronin, J. J., & Taylor, S. A. (1992), Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55-68.
    26.Cunningham, R. M. (1956), Brand Loyalty- what , where, how much. Harvard Business Review, 34(1), 116-128.
    27.Day, R. L. (1977), Extending the Concept of Consumer Satisfaction. Advances in Consumer Research, 4(1), 149-154.
    28.Dick, A. S., & Basu, K. (1994), Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Science, 22(2), 99-113.
    29.Fornell, C. (1992), A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56, 6-21.
    30.Forst, L. I. (2002), Measure Internal Customer Satisfaction. Industrial Management, 44(6), 12-18.
    31.Frosr, F. A., & Kumar, M. (2000), INTSERVQUAL- an internal adaption of the GAP model in a large service organization. Journal of Service Marketing, 14(5), 358-377.
    32.Garvin, D. A. (1984), What Does “Product Quality” Really Mean? Sloan Management Review, 26(1), 25-43.
    33.Gronroos(1982), An Applied Service Marketing Theory. European Journal of Marketing, 16(7), 30-41.
    34.Gronroos(1984), A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44.
    35.Hallowell, R., Schlesinger, L.A.,& Zorinitsky, J. (1996), Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management. Human Resource Planning, 19(2), 20-31.
    36.Harvey, T. (1994), Service quality: The culprit and the cure. Bank Marketing, 27(6), 24-28.
    37.Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. Earl & Schlesinger, Leonard A. (1994), Putting the Service-Profit Chain to Work. Harvard Business Review, 72(2) ,164-172.
    38.Jones, T. O., & Sasser, W. E.(1995), Why Satisfied Customers Defect. Harvard Business Review, 75(2), 88-99.
    39.Loveman, G. W. (1998), Employee Satisfaction, Customer Satisfaction, Customer Loyalty, and Financial Performance – An Empirical Examination of the Service Profit Chain in Retail Banking. Journal of Service Research, 1(1), 18-31.
    40.Lehtinen U., & Lehtinen J. R. (1991), Two Approaches to Service Quality Dimensions. The Service Industries Journal, 11(3), 287-303.
    41.Marshell, G. W., Baker, J., & Finn, D. W. (1998). Exploring internal customer service quality. Journal of Business and Industrial Marketing, 13, 381-392.
    42.McDermott & Emerson, (1991), Quality and Service for Internal Customer. Training and Development Journal, 45(1), 61-64.
    43.Meyer, J. P., & Allen, N. J. (1991), A Three-Component Conceptualization of Organizational Commitment. Human Resource Management Review, 1(1), 61-89.
    44.Nagel, P. J., & Cillers, W. W. (1990), Customer Satisfaction: A Comprehensive Approach. International Journal of Physical Distribution and Logistics, 20(6), 2-46.
    45.Newman J. W., & Werbel, R. A. (1973), Multivariate Analysis of Brand Loyalty for Major Household Appliances. Journal of Marketing Research, 5, 404-409.
    46.Oliva, T. A., Oliver, R. L., & MacMillan I. C. (1992), A Catastrophe Model for Developing Service Satisfaction Strategies. Journal of Marketing, 56, 83-95.
    47.Oliver R. L. (1981), Measurement and Evaluation of Satisfaction Process in Retail Settings. Journal of Retailing, 57(3), 25-48.
    48.Oliver, R. L., Rust, R. T., & Varki, S. (1997), Customer Delight: Fountains, Findings, and Managerial Insight. Journal of Retailing, 73(3), 311-336.
    49.Oliver, R. L. (1999), Whence Consumer Loyalty. Journal of Marketing, 63, 33-44.
    50.Paraskevas, A. (2001), Exploring Hotel Internal Service Chains: A Theoretical Approach. International Journal of Contemporary Hospitality Management, 13(4/5), 251-258.
    51.Parasuraman, A., Zeithaml, V. A. & Berry, L.L. (1985), A Conceptual Models of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 41-50.
    52.Parasuraman, A., Zeithaml, V. A. & Berry, L.L. (1988), SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
    53.Parasuraman, A., Zeithaml, V. A. & Berry, L.L. (1991), Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 1-12.
    54.Parasuraman, A., Zeithaml, V. A. & Berry, L.L. (1993), The Nature and Determinants of Customer Expectations of Service. Journal of Hospitality & Leisure Marketing, 2(2), 39-55.
    55.Parasuraman, A., Zeithaml, V. A. & Berry, L.L. (1996).The Behavioral Consequences of Service Quality. Journal of Marketing, 60, 31-46.
    56.Pfaff, M. (1977), The Index of Customer Satisfaction Measurement Problem and Opportunity. Marketing Science Institute, 24-27.
    57.Porter, L. W., Steers, Richard M., & Mowday, Richard T. (1974), Organizational Commitment, Job Satisfaction, and Turnover among Psychiatric Technicians. Journal of Applied Psychology, 59(5), 603-609.
    58.Price, James L. (1997), Handbook of Organizational Measurement. International Journal of Manpower, 18(4-6), 305-558.
    59.Reichers, A. E. (1985), A Review and Reconceptualization of Organizational Commitment. Academy of Review, 10(3), 465-476.
    60.Reichheld, F. F. & Sasser W. E. Jr. (1990), Zero Defections: Quality Comes to Services. Harvard Business Review, 68(5), 105-111.
    61.Reichheld, F. F. (1996), Learning from Customer Defections. Harvard Business Review, 74(2), 56-69.
    62.Rust R. T., & Zahorik A. J. (1993), Customer Satisfaction, Customer Retention, and Market Share. Journal of Retailing, 69(2), 193-215.
    63.Schlesinger, L. A., & Zornitsky, J. (1991), Job Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications. Human Resource Planning, 14(2), 141-149.
    64.Singh (1991), Understanding the Structure of Consumers' Satisfaction. Journal of Academy of Science, 19(3), 223-245.
    65.Sasser, W. E. Jr., Olsen, R. P., & Wyckoff. (1978), Management of Service Operations: Text and Case. Boston: Allyn & Bacon.
    66.Staw, B. M. (1981), The Escalation of Commitment To a Course of Action. Academy of Management Review, 6(4), 569-576.
    67.Thomas (1978), Strategy is Different in Service Business. Harvard Business Review, 56(4), 158-1.
    指導教授/口試委員
  • 楊文鐸 - 指導教授
  • 洪政煌 - 委員
  • 張聖麟 - 委員
  • 繳交日期 2010-01-12


    基本檢索 | 進階查詢 | 瀏覽檢索 | 檢索歷史 | 主頁

    如有任何問題請與國立臺灣科技大學圖書館聯繫