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    題名: 公司化後中華郵政的內部行銷、員工工作滿意度與服務品質認知之關係研究
    其他題名: The relationships among internal marketing, job satisfaction and perceived service quality in Chunghwa Post after corporatization
    作者: 許銘俊;Hsu, Ming-Chun
    貢獻者: 淡江大學全球華商經營管理數位學習碩士在職專班
    關鍵詞: 中華郵政;內部行銷;員工工作滿意度;服務品質;Chunghwa Post;Internal Marketing;Job Satisfaction;Service Quality
    日期: 2011
    上傳時間: 2011-12-28 16:25:38 (UTC+8)
    摘要: 中華郵政於2003年公司化,百年老店改制後面臨極大挑戰,網際網路應用成熟所帶來的衝擊,連鎖便利商店的發展,改變了人們的消費習慣,致使郵局窗口臨櫃人數亦逐漸流失,郵政經營受到嚴苛的威脅;因此,本研究企圖以管理的觀點,將內部行銷與員工工作滿意度及服務品質做一連結,藉此瞭解公司化後的中華郵政實施內部行銷之情形,亦提供實務界提升員工工作滿意度及服務品質之參考。
    Chunghwa Post was founded at 2003 and is facing great challenge after reformation from hundred-year-old system. With impacts from extensive application of Internet and rapid development of chain continence store, consumer’s purchasing habits have changed dramatically. As a direct result, population visiting post office has gradually decreased thus significantly threatens business scope of post office. This research strives to make analysis of incorporating internal marketing, job satisfaction and service quality through management aspects in turn gaining improvement on above mentioned points.
    This research will be conducted through means of survey targeted at tier 1 service representative of Chunghwa Post . The research data will be quantified and analyzed with scientific methods such as correlation analysis and liner regression analysis methods for comprehensive analysis on relationship of Chunghwa Post internal marketing, job satisfaction and service quality. According to the analysis results:

    1. Internal marketing has significant positive influence to job satisfactory levels and service quality. 2. Job satisfaction has significant positive influence to service quality. 3. Job satisfaction has significant mediate effect between internal marketing activities and service quality. In conclusion from the research results, it is recommended for Chunghwa Post to proactively promote internal marketing activities, especially with supports from top management, effective communication, and human resource management, assisting in significant results of service quality improvement.
    顯示於類別:[全球華商經營管理數位學習碩士在職專班] 學位論文


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