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論文中文名稱:員工工作適應、家長式領導效能對服務品質與員工績效影響之研究 [以論文名稱查詢館藏系統]
論文英文名稱:The Impacts of Work Adjustment and Paternalistic Leadership on Service Quality and Employee Performance [以論文名稱查詢館藏系統]
院校名稱:臺北科技大學
學院名稱:管理學院
系所名稱:管理學院經營管理EMBA專班
畢業學年度:101
出版年度:102
中文姓名:洪淑娟
英文姓名:Shu-Chuang Hung
研究生學號:100C22516
學位類別:碩士
語文別:中文
口試日期:2013-06-07
論文頁數:83
指導教授中文名:林鳳儀
指導教授英文名:Fengyi Lin
口試委員中文名:謝金賢;陳國樑
中文關鍵詞:員工適應程度領導效能員工忠誠度服務品質顧客滿意度顧客忠誠度
英文關鍵詞:Work AdjustmentPaternalistic LeadershipEmployee loyaltyService qualityCustomer satisfactionCustomer loyalty
論文中文摘要:各銀行業者面對全球景氣衰退的衝擊與挑戰,紛紛致力於提升客戶服務,以符合客戶需求,並達到提高營運績效之目的。本研究旨在探討銀行部門之員工工作適應程度、主管領導及服務品質指標對銀行員工績效之影響,本研究參考Heskett et al.(1994)所發展之服務利潤鏈,透過問卷調查、迴歸分析及階層線性模型來分析工作適應程度、主管領導對銀行部門績效相關性,並檢驗員工忠誠度、服務品質之中介效果,以暸解員工對於工作與環境之感受對其服務品質與銀行員工績效之影響,並提供銀行業者提升經營績效策略實務上有所助益的寶貴發現。本研究之結果發現,(1)員工適應程度與領導效能皆會影響其服務品質,且員工忠誠度具有完全中介的效果;(2)員工忠誠度會影響顧客滿意度,且服務品質具有部分中介的效果;(3)員工服務品質會對顧客忠誠度有顯著的影響,且顧客滿意度具有部分中介的效果;(4)組織氣候對於工作適應程度與員工忠誠度間、主管領導式與服務品質間、工作適應程度與服務品質間之關聯性具有調節效果。
論文英文摘要:In order to fit the needs of customers and increase their performance, banks put more effort on service quality improvement when they faced the challenge of the economic recession in global. This study focuses on the effect of employee’s work adjustment and managers’ paternalistic leadership on the performance of employees in bank industry by using Service-Profit Chain which is developed by Heskett et al.(1994). This study analyzes the mediating effect of employee’s loyalty, service quality and customer’s satisfaction in Service-Profit Chain to understand how the employees’ feeling and surrounding environment affect the service quality and performance. The results can assist banks to improve and increase their performance, operating efficiency and strategy. We find that, first, the employee’s work adjustment and managers’ leadership can affect employee’s service quality and the employee’s loyalty has mediating effect between work adjustment, leadership and service quality. Second, employee’s loyalty can affect the customer’s satisfaction, and the service quality has mediating effect on the relationship between employee’s loyalty and customer’s satisfaction. Third, there significant relationship between employee’s service quality and customer’s loyalty, and the customer’s satisfaction has mediating effect on the relationship between them. Finally, the service climate of divisions has moderating effect on the relationship between employee’s work adjustment and loyalty, director’s leadership and service quality, and employee’s work adjustment and service quality.
論文目次:中文摘要 i
英文摘要 ii
誌 謝 iv
目 錄 v
表目錄 vii
圖目錄 viii
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 3
1.3 研究目的 4
1.4 研究流程 5
第二章 文獻回顧 7
2.1服務利潤鏈(Service-profit Chain) 7
2.1.1員工忠誠度與服務品質 8
2.1.2服務品質、顧客滿意度與忠誠度 11
2.2社會交換理論(Social exchange theory) 14
2.3工作適應(Work adjustment) 15
2.4家長式領導(Paternalistic Leadership) 17
2.5服務氣候(Service Climate) 18
第三章 研究設計與方法 21
3.1假設建立 21
3.1.1工作適應程度與員工忠誠度 21
3.1.2家長式領導效能與員工忠誠度 22
3.1.3員工忠誠度與服務品質 23
3.1.4部門服務氣候與服務品質 23
3.1.5服務品質、顧客滿意度與忠誠度 24
3.1.6小結 25
3.2研究變數與樣本資料分析 26
3.2.1研究變數 26
3.2.2研究樣本 31
3.2.3驗證性因素分析 33
3.2.4信度分析 41
3.3研究方法與模型 42
3.3.1研究方法 42
3.3.2研究模型 44
第四章 研究結果分析 49
4.1敘述性統計與相關係數分析 49
4.2工作適應與家長式領導效能對服務品質之影響 51
4.2.1工作適應、員工忠誠度與服務品質 51
4.2.2家長式領導效能、員工忠誠度與服務品質 53
4.3顧客滿意度與忠誠度 56
第五章 結論與建議 60
5.1研究結果彙總 60
5.2研究結論 61
5.3後續研究建議 64
參考文獻 65
附錄 研究問卷 78
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