The Effects of Internal Service Quality, Job Stress on Job Satisfaction and Prosocial Service Behavior: A Case of Customs

• Main Authors: Cheng Shu Hsun, 鄭書薰
• Other Authors: Chang Su Ching
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/36997279533398625261

碩士 === 德明財經科技大學 === 服務業經營管理研究所 === 99 === Prosocial service behavior refers to that the employees provide the service for customers and make them feel happy (Bettencourt and Brown, 1997). The government organization is the largest provider of public services. The bounden duty of government officials is to provide superior service quality for people and try to make them be satisfied in the service encounter process. The government policies have to be carried out by officials, therefore, the government management should focus on the internal officials, and prosocial service behavior of government officials is becoming to be an important judgment criterion. The purpose of this study was to explore the effects of internal service quality, job stress on job satisfaction and prosocial service behavior. After a comprehensive literature review, this study adopts structural questionnaires and proportionate stratified sampling and selects Customs officers as the subjects. Among 500 questionnaires, a total of 489 usable questionnaires were obtained. The research indicated that internal service quality has a positive influence on job satisfaction; job stress has a negative influence on job satisfaction; job satisfaction has a positive influence on prosocial service behavior; internal service quality has a positive influence on prosocial service behavior; job stress has a negative influence on prosocial service behavior. Accordingly, this study suggest that the management level of Customs should listen attentively to its employees, explore what they need, establish talents database, put the right employee in the right place, offer them a fair and impartial opportunity in promotion, and inspire them to develop customer service behavior beyond their roles. On the basis of the research results, the concrete suggestions and references will be offered for Customs authority.