Earticle

초록

영어

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level internal customer satisfaction enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.

목차

I. 서론
 II. 이론적 배경
  1. 서비스품질
  2. 내부서비스품질
  3. 내부고객만족과 기업성과
 III. 가설설정 및 연구방법
  1. 연구모형의 설계
  2. 연구가설의 설정
  3. 변수의 정의와 측정
  4. 조사설계
 IV. 실증분석과 가설검증
  1. 표본의 일반적 특성
  2. 신뢰성과 타당성 분석
  3. 가설의 검정
 V. 결론 및 요약
 참고문헌
 Abstract

저자

• 김선준 [ Kim, Sun-jun | 순천제일대학 경영정보과 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  경영과 정보연구 [Management Information Systems review]

• 간기

  계간

• pISSN

  1598-2459

• 수록기간

  1997~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 658