A Study on the Relationships among Government Internal Service Quality, Workplace Well-being and Job nvolvement–An Empirical Study from the New Taipei City Government

• Main Authors: KANG, MEI-LI, 康美麗
• Other Authors: SU, CHIEN-HSUN
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/7yqkj5

碩士 === 致理技術學院 === 服務業經營管理研究所 === 101 === New Taipei City Government has launched a campaign to reward internal service quality since June in 2011. Through that program, every sector of the government started to emphasize on job satisfaction of the staff and public service quality based on the degree of internal service quality. However, with the increasing work stress and demands from the public, well-being of the civil servants is actually changing. Thus, it becomes an index on how to promote workplace well-being regarding civil service bureaus. When the environment of public office is pleasant, job satisfaction increases; the employees are willing to devote themselves to the work to promote the quality of public service. This study aims at exploring the relevance among government internal service quality, workplace well-being and job satisfaction. Furthermore, whether the factor of Perceived organization support influence the Internal service quality and Job involvement. Questionnaire survey was adopted. 471 employees from the New Taipei City Government returned questionnaires. The data were analyzed through SPSS. The results are as follows. 1. Internal service quality has a significant positive impact on Workplace well-being. 2. Workplace well-being shows a significant positive impact on Job involvement. 3.Internal service quality demonstrates a significant positive impact on Job involvement. 4.Workplace well-being mediates between Internal service quality and Job involvement. 5. Perceived organization support has moderate effect between Internal service quality and Job involvement. Based on the above, suggestions regarding management in practice are recommended.