员工满意与顾客感知服务质量相关关系的实证研究

A Practical Study on the Relationship of Employee Satisfaction and Service Quality

通过对某服务企业员工及服务顾客进行实证研究的探讨。数据分析结果表明,员工满意与员工顾客导向服务行为存在相关关系,员工顾客导向服务行为与顾客感知服务质量总体水平存在相关关系、与服务质量五个维度的相关性不同,得出了员工满意度通过影响员工服务行为导向来影响顾客感知服务质量的结论。

In this paper, a practical study has been done to explore the relationship of employee satisfaction and service quality. It is proved that employee satisfaction has positive impact on the customer oriented service behavior, and customer oriented service behavior has a positive relationship with customer perceived service quality, and customer oriented service behavior impacts the five dimensions of service quality in different ways. It is concluded that employee satisfaction affects customer perceived service quality through service behavior.