本文選題：內(nèi)部服務(wù)質(zhì)量　切入點(diǎn)：員工滿意度　出處：《華僑大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：本研究以“服務(wù)利潤鏈模型”作為理論基礎(chǔ)，將企業(yè)的內(nèi)部服務(wù)質(zhì)量視為影響員工留職意愿的重要因素，同時結(jié)合酒店行業(yè)的特點(diǎn)，對影響酒店員工留職意愿的內(nèi)部服務(wù)質(zhì)量相關(guān)因素進(jìn)行實(shí)證分析，這不僅有助于酒店保留住優(yōu)秀員工，也為學(xué)術(shù)研究提供充分的支持。 本研究以廈門市高星級酒店員工為調(diào)查對象，進(jìn)行問卷調(diào)查和訪談，并運(yùn)用SPSS19.0對數(shù)據(jù)進(jìn)行方差分析、相關(guān)分析、回歸分析等統(tǒng)計(jì)分析，探討酒店內(nèi)部服務(wù)質(zhì)量對員工留職意愿的影響，以及員工滿意度如何在二者中發(fā)揮中介作用，同時歸納出影響二者關(guān)系的關(guān)鍵因素，得出如下主要結(jié)論： 1.酒店員工的人口特征變量對內(nèi)部服務(wù)質(zhì)量、員工滿意度、員工留職意愿產(chǎn)生差異影響； 2.酒店內(nèi)部服務(wù)質(zhì)量與員工留職意愿之間顯著正相關(guān)，且內(nèi)部服務(wù)質(zhì)量能夠正向影響酒店員工的留職意愿； 3.酒店內(nèi)部服務(wù)質(zhì)量各維度與員工留職意愿之間顯著正相關(guān)，且內(nèi)部服務(wù)質(zhì)量的可靠性、保證性、移情性及公平性能夠正向影響酒店員工的留職意愿； 4.酒店內(nèi)部服務(wù)質(zhì)量與員工滿意度之間顯著正相關(guān)，，且內(nèi)部服務(wù)質(zhì)量的六個維度均可對員工滿意度有正向影響，其中公平性的影響能力最強(qiáng)； 5.員工滿意度與留職意愿之間顯著正相關(guān)，且員工滿意度在酒店內(nèi)部服務(wù)質(zhì)量與員工留職意愿之間起部分中介作用。 基于上述結(jié)論，本研究從內(nèi)部服務(wù)質(zhì)量的可靠性、保證性、移情性、公平性角度出發(fā)，提出增強(qiáng)員工留職意愿的管理建議，為酒店留住老員工提供實(shí)踐性指導(dǎo)。
[Abstract]:Based on the "service profit chain model", this study regards the internal service quality of the enterprise as an important factor that affects the employee's willingness to stay, and combines the characteristics of the hotel industry. The empirical analysis of the internal service quality factors which affect the hotel staff's willingness to stay in the post is not only helpful to retain the excellent staff, but also provides sufficient support for the academic research. In this study, the staff of high star hotels in Xiamen were investigated by questionnaire and interview, and the data were analyzed by SPSS19.0, such as variance analysis, correlation analysis, regression analysis and so on. This paper probes into the influence of hotel internal service quality on the employee's willingness to stay, and how employee satisfaction plays an intermediary role in the two. At the same time, the key factors affecting the relationship between the two are summarized, and the main conclusions are as follows:. 1. The demographic variables of hotel staff have different effects on internal service quality, employee satisfaction and employee retention intention; 2.There is a significant positive correlation between hotel internal service quality and employee's willingness to stay, and the internal service quality can positively affect the hotel staff's willingness to stay; 3. There is a significant positive correlation between each dimension of hotel internal service quality and employees' willingness to stay, and the reliability, assurance, empathy and fairness of internal service quality can positively affect hotel staff's willingness to stay. 4. There is a significant positive correlation between hotel internal service quality and employee satisfaction, and the six dimensions of internal service quality have a positive impact on employee satisfaction, among which fairness is the strongest. 5. There is a significant positive correlation between employee satisfaction and retention intention, and employee satisfaction plays an intermediary role between the quality of service and the willingness of staff to stay in the hotel. Based on the above conclusions, this study from the internal service quality reliability, assurance, empathy, fairness point of view, proposed to enhance staff retention willingness management recommendations, for the hotel to retain the staff to provide practical guidance.
【學(xué)位授予單位】：華僑大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F272.92;F719

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