Internal Service Quality, Relationship Quality and Organizational Commitment in Life Insurance Industry
林昕逸、汪睿祥
E-mail: 9500989@mail.dyu.edu.tw
ABSTRACT
This article main purpose is probing into between internal service quality, relationship quality and organizational commitment. The research discovered can provide the reference that life insurance industry promotion staff organizational commitment. The research interview Nan Shan life insurance of sales by questionnaire survey law. This results are as follow: 1. Internal service quality has positive effects on relationship quality. 2. Relationship quality has positive effects on organizational commitment. 3. Internal service quality has positive effects on organizational commitment. 4. Relationship quality has partial mediation effect existed between internal service quality and organizational commitment. In this research, it is consider that organization promotes staff organizational commitment by provide excellent internal service quality to staff, for example, training, perfect salaries and
organization provide of information and work equipments. The staff contact internal service feel satisfied and he will be conscious of relationship quality better. And the organization also should pay attention to the staff consciousness the relationship quality the influence on organizational commitment. Finally, the staff contact internal service and they feel satisfied, they through relationship quality to influence organizational commitment. Keyword：internal service quality、relationship quality、organizational commitments
Keywords : internal service quality、relationship quality、organizational commitments Table of Contents
封面內頁 簽名頁 授權書………iii 中文摘要………
………iv 英文摘要………v 誌謝………
………vi 目錄………vii 圖目錄………
………ix 表目錄………x 第一章 緒論 第一節 研究動機與背景………1 第二節 研究目的………3 第二章 文獻探討 第一節 內部服務品質………4 第二節 關係品質………13 第三節 組織承諾……
………21 第四節 文獻小結………30 第三章 研究方法 第一節 研究架構
………37 第二節 研究假說………38 第三節 研究變數的定義與衡量
………44 第四節 問卷設計………47 第五節 研究過程………
………47 第四章 資料分析 第一節 敘述性統計分析………50 第二節 信度分析與效度分析………
………54 第三節 相關分析………58 第四節 迴歸分析………67 第五節 變異數分析………89 第五章 結論與建議 第一節 研究結論………
…92 第二節 研究貢獻………98 第三節 管理意涵………100 第四節 研究限制………103 第五節 後續研究建議………103 參考文獻…………
………105 附錄一問卷設計………116 附錄二研究問卷…………
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