| Abstract: | 隨著企業對員工滿意度的重視，內部服務品質成為矚目的焦點。很多的研究顯示，滿意內部顧客是滿意外部顧客的先決條件，對內部顧客提供好的服務品質是重要的。近年來旅館業成為各種服務業產業中發展極為迅速的業別之一，面對外在環境的變遷及內部組織的要求，管理者是造就內部服務品質的重要幕後推手，而內部服務品質影響員工滿意度，進而影響顧客滿意度，最終則導致企業的獲利與否，是現今旅館業管理階層重視之課題。
本研究依據相關文獻 和Parasuraman et al. (1988) 所建構之測量服務品質SERVQUAL量表包含有形性 (Tangibles)、可靠性 (Reliability)、反應性 (Responsiveness)、保證性 (Assurance) 和同理心 (Empathy) 五個構面，擬定出29題與內部服務品質的重要度和滿意度問項，作為本研究發展量表之基礎構面。並採用修正式德菲法（Modified Delphi Method），蒐集專家群體意見，藉以成功建構內部服務品質強化關鍵指標。利用Kano 二維模式歸類出旅館內部員工對服務品質屬性分類選項，同時將這些指標透過重要-表現程度分析法（Important-Performance Analysis; IPA），找出重要度與滿意度之首要關鍵屬性分布狀況，並據以作為國際觀光旅館業者進行內部服務品質強化改善時之重要參考。
研究結果顯示，旅館業欲提升服務品質應該優先改善的內部服務品質要素，如旅館有完善的工作環境及現代設備、旅館提供員工有整齊的服裝與乾淨外表、旅館提供設施與員工所提供的服務相配合、旅館對外發布的訊息與內部實際執行的政策應具有一致性、旅館制訂的績效評估方法是公平的、旅館會落實輪調制度、旅館內部願意傾聽我的感受等是提升旅館業未來強化服務品質的關鍵指標。
As multinational enterprises pay increasingly attention to employee satisfaction, internal service quality has become an important focus. Many studies have revealed that satisfaction of internal customers is a prerequisite for satisfaction of external customers, and providing good service quality to internal customers is crucial. The hotel industry is one of the fast-developing service industries in recent years. In face of external environmental changes and internal organizational demands, hotel managers play an important role in improvement of their internal service quality. Internal service quality affects employee satisfaction, which will further affect customer satisfaction and profitability of the enterprise. Therefore, this is an important issue for hotel management.
Based on related literatures and Parasuraman et al. (1988), In this article, the dimensions of SERVQUAL were tangibles, reliability, responsiveness, assurance and empathy. Upon the five dimensions, the study to develops 29 questionnaire in relation with the importance and satisfaction of internal service quality. The study also uses Modified Delphi Method to collect the experts’ opinions to construct key indicators regarding strengthen of internal service quality.
After the questionnaire survey, the attributes of internal service quality were classified using the Kano model. Through importance-performance analysis, key attributes in terms of importance and satisfaction were obtained. These attributes could be an important reference for hotel operators when improving their internal service quality.
The research result shows that the factors that hotel industry should adopt to enhance the internal service quality are: the hotel is a complete work environment and has modern facilities, the hotel provides employees with neat clothes and a clean appearance, the facilities provided by the hotel are consistent with service provided by the staff, information relayed externally by the hotel and actual policies implemented internally should be consistent, the effectiveness evaluation method set by the hotel is fair, the hotel will implement the rotation system and hotel internals are willing to understand my feelings. They are the key indicators that strength the future service quality of hotel industry. |
