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研究生：	李德爾 Reeder, Michael
論文名稱：	Understanding Internal Service Quality Attributes. Understanding Internal Service Quality Attributes.
指導教授：	鄭至甫 Jeng, Don Jyh-Fu
學位類別：	碩士 Master
系所名稱：	管理學院 - 國際經營管理研究所碩士班 Institute of International Management (IIMBA--Master)
論文出版年：	2010
畢業學年度：	98
語文別：	英文
論文頁數：	113
外文關鍵詞：	Internal customer service, Internal service quality, Taiwanese Internal Service Quality factors, Analytical hierarchy process(AHP), Fuzzy numbers(FAHP)
相關次數：	點閱：73 下載：1
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Studies of internal service quality in the Taiwanese context are not yet as common as studies in other cultural settings. At current, only two studies exist that look at internal services in Taiwan. These studies identified the relevant factors and attributes and developed a cross industry scale for measuring internal service satisfaction in Taiwan. However, work remained to be done to further deepen the body of knowledge in this important area.
For this study, it was necessary for the proposed Taiwanese internal service quality factor structure to first be confirmed, which was successful. This allowed for future research into this factor structure to be carried out with confidence. Secondly, the importance weights for the factors needed to be determined, to add to the understanding of the factor structure and its properties. Finally, the behavioural characteristics of the attributes were explored in relation to their effect on satisfaction to give managers more practical and applicable information when considering questions relating to the delivery of quality internal services. This exploration aimed to contribute to the understanding of internal service by showing that not all of the ISQ factors and attributes have the same weight or effect on ISQ, and that internal segments exist which will affect the delivery of ISQ. Academically, the work is meant to build off of earlier research of ISQ Taiwan, most specifically Owen (2009) and Stanworth et al (2009) when they explored and purified the Taiwanese ISQ scale.
In order to pursue these objectives, a sample of 367 respondents was collected from two survey instruments in the city of Tainan, Taiwan.

ACKNOWLEDGEMENTS	III
ABSTRACT	IV
TABLE OF CONTENTS	VI
LIST OF TABLES	IX
LIST OF FIGURES	XII
CHAPTER ONE INTRODUCTION	1
1 Research Background.	1
2 Research Purpose and Scope.	3
3 Research Structure.	5
CHAPTER TWO LITERATURE REVIEW	9
1 Service Quality.	9
2 Internal Customer Service.	10
2.1 Internal Customers.	11
2.2 The Internal Service Encounter.	12
2.3 Role / Script Theory of Service Encounters.	13
3 Factors within an Organization that Affect Internal Service Quality.	14
3.1 Organizational Level Factors.	14
3.2 Departmental Context.	15
3.3 Employee Level Determinants.	16
4 Cultural Context and its Effect on Internal Service Quality.	16
4.1 Cultural Context.	16
4.2 The Taiwanese Context.	17
5 The Nature of Service Attributes.	19
5.1 Characteristics Unique to Services.	19
5.2 Service Quality Attributes.	20
5.3 Internal Service in Taiwan.	22
5.4 Satisfiers, Dissatisfiers, Criticals and Neutrals.	23
5.5 Satisfiers, Dissatisfiers and Criticals in the Taiwanese Context.	27
5.6 Assessment of Service Quality.	28
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY	32
1 Research Design.	32
2 Questionnaire Design.	33
2.1 Section One – Evaluation of Internal Service Quality Received.	33
2.2 Section One (Survey 2 AHP) – Comparison of Importance.	33
2.3 Section Two – Overall Evaluation of Service Received.	37
2.4 Section Three - Basic Information.	38
3 Research Subjects.	38
4 Notes on Methodology Employed.	39
4.1 Confirmatory Factor Analysis.	39
4.2 Regression Analysis.	39
4.3 Analytical Hierarchy Process.	39
4.4 Fuzzy AHP.	41
4.5 Segmentation Analysis.	43
CHAPTER FOUR RESEARCH RESULTS	44
1 Sampling Procedure.	44
2 Demographic Descriptive Analysis.	46
2.1 Description of CFA Respondents.	48
2.2 Description of AHP Respondents.	48
2.3 Questionnaire Descriptive Analysis.	49
3 Confirming the Factor Structure (Research Question 1).	50
3.1 Factor Structure.	50
3.2 Model Fit Summary.	54
4 Determining Importance Weights (Research Question 3).	56
4.1 Initial Factor Weights.	56
4.2 Fuzzy Factor Weights.	60
5 Perception of Importance Weights (Research Question 5).	63
5.1 Direct Comparison of Importance Weight IC Group and IP Group.	63
5.2 One Way ANOVA.	67
5.3 Factor Weights MANOVA (Research Question 4).	71
5.4 Attribute Level MANOVA.	78
6 Attribute Behavioural Characteristics (Research Question 2).	81
CHAPTER FIVE CONCLUSION AND SUGGESTIONS	89
1 Research Conclusions.	89
2 Managerial Implications.	93
3 Research Limitations.	94
4 Suggestions for Further Research.	95
REFERENCES	97
APPENDICES	100
Appendix 1: Company Proposal – English Version.	100
Appendix 2: Questionnaire – English Version.	104
Appendix 3: Questionnaire – Chinese Version.	110

                                    

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