| Summary: | 碩士 === 國立雲林科技大學 === 商管專業學院 === 100 === The observation of whether the internal departments of an enterprise provide the best supports and services for employees of other departments can possibly be discovered through the guidance of theories. Considering the deficiencies discovered through theories is a crucial management issue, which general enterprises would focus on in order to propose improvements and facilitate the entire functional operation. Parasuraman, Zeithaml, & Berry’s (1988) measurement of customer services, SERVQUAL, has been a typical and widely adopted model in other studies associated with service quality. Since most of the research studies were focused on external clients, the examination of the consciousness of internal employees towards the services supported by the internal department is a non-negligible subject.
Different perspectives may occur due to various kinds of structural aging symptoms in the process of structural change or operational performance growth of the enterprise, particularly for those giant enterprises, state-owned enterprises or formerly state-owned private enterprises. If the manager of the enterprise is unaware of the differences, it may affect the pursuit of outstanding decisive quality. Therefore, this research chose a well-known state-owned enterprise as its research subject and applied Structural Equation Modeling (SEM) analysis to examine SERVQUAL, satisfaction and personal characteristics and other structural model of its internal employees.
Ultimately, the research found that the employees of W Corp reached the following outcomes:
1.The better the SERVQUAL, the higher the satisfaction with the service provided.
2.The older the age, the higher the recognition of SERVQUAL provided as well as the satisfaction with the service provided.
3.The variation of the recognition of the SERVQUAL will not sharply affect overall level of service satisfaction
4.The smaller the size of the department, the greater the average age of employees.
5.SERVQUAL and satisfaction in relation to gender, academic qualification, occupation, position, responsibility and length of employment may not generate different perspectives.
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