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題名 | 內部服務品質與員工滿意度對外部服務品質與顧客滿意度影響探討--以兩岸美容服務業為例=Influence of External Service Quality and Customer Satisfaction upon Internal Service Quality and Employee Satisfaction--Illustrated in Cross-Strait Beauty Salon Service |
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作者 | 封德台; 劉得丞; | 書刊名 | 德明學報 |
卷期 | 27 民95.06 |
頁次 | 頁21-43 |
分類號 | 496.7 |
關鍵詞 | 內部服務品質; 員工滿意度; 外部服務品質; 顧客滿意度; 美容服務業; Internal service quality; Employee satisfaction; External service quality; Customer satisfaction; Beauty salon service; |
語文 | 中文(Chinese) |
中文摘要 | 本研究旨在了解兩岸美容服務業的內部服務品質對員工滿意度及外部服務品質對顧客滿意度之影響,經分析各構面之間的差異性及相關性後,再進一步探討員工滿意度對外部服務品質是否有影響力。研究結果顯示:一、兩岸美容服務業其顧客的男女比例十分接近,但在結構上有很大差距,因此兩地服務品質對滿意度的影響要素會有所不同。二、內部服務品質對員工滿意度的影響,只有「政策與程序」、「溝通」兩構面完全成立;「工具」、「管理支援」、「團隊合作」、「目標認同」、「有效訓練」、「獎酬與褒揚」對員工滿意度的影響隨兩岸地域不同而有所差異。三、外部服務品質對顧客滿意度只有「保證性」、「關懷性」兩構面完全成立;「可靠性」、「有形性」對顧客滿意度的影響亦隨兩岸地域不同而有所差異。 |
英文摘要 | In this paper, the influence of the Internal Service Quality on Employee Satisfaction and External Service Quality on Customer Satisfaction in cross strait Beauty Salon Service is analyzed. The scope is from diversity and relationship in all aspects and to determine the effect of Employee Satisfaction on External Service Quality further. The conclusions are listed as follow: 1、Even though the genders of the customers are very close proportionally in cross strait Beauty Salon Service, the composition is quite different. The customers in Taiwan have a wide distribution in age and most of them prefer membership. In contrary, the customers are younger and the membership is not so popular in Mainland China. 2、The influence of the Internal Service Quality on Employee Satisfaction in Beauty Salon Service can be certified comletely only in “Policies and Procedures” and “Communication”. But “Tool”, “Management Support”, “Teamwork”, “Goal Alignment”, “Effective Training” and “Rewards and Recognition” to the influence of Customer Satisfaction is different by region cross strait and partially identical. 3、The influence of the External Service Quality on Customer Satisfaction in Beauty Salon Service can be certified completely only in “Assurance” and “Empathy”. The influence of “Reliability” and “Tangible” on Employee Satisfaction is different by region cross strait and partially identical. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。