基于内部服务质量的公共部门员工满意度探究

Study on Staff's Statisfactry Degree of Public Sectors Based on Internal Service's Quality

公共部门员工作为公共部门的内部顾客,其满意度在很大程度上影响着整个公共部门服务外部顾客的品质。本文以广义的顾客导向为出发点,借鉴内部服务质量评价模型的原理和方法,结合公共部门的相关特性提取和确定了影响公共部门员工满意度的内部服务质量维度,并在此基础上运用卡诺模型对实践中改进公共部门内部服务质量,提升员工满意度的路径进行了探索。

As the internal customers of public sectors, the staff＇ s satisfaction wills influence entire service ＇ s quality to external custom er （social public） to a large extent. Taking broad - sense customer - orientation as a staring point, the extraction and identification of dimensions of internal service＇ s quality which affect staff＇s satisfaction of public sectors are based on internal service＇ s quality evaluation model （ Internal Servqual ） , and combined with relative characteristics of public sectors, and Kanuo Model is used to explore how to dig out the internal quality problems in practice in order to improve them and find a way to enhance staff＇s satisfaction. Accordingly, public sectors will know the priorities of sequence, from which they will make practical improvements on factors of internal service＇ s quality orderly, and enhance staff＇s satisfaction with appropriate policies.