酒店内部服务质量对员工留职意愿的影响研究

发布时间：2018-03-10 02:37

本文选题：内部服务质量　切入点：员工满意度　出处：《华侨大学》2014年硕士论文　论文类型：学位论文

【摘要】：本研究以“服务利润链模型”作为理论基础，将企业的内部服务质量视为影响员工留职意愿的重要因素，同时结合酒店行业的特点，对影响酒店员工留职意愿的内部服务质量相关因素进行实证分析，这不仅有助于酒店保留住优秀员工，也为学术研究提供充分的支持。本研究以厦门市高星级酒店员工为调查对象，进行问卷调查和访谈，并运用SPSS19.0对数据进行方差分析、相关分析、回归分析等统计分析，探讨酒店内部服务质量对员工留职意愿的影响，以及员工满意度如何在二者中发挥中介作用，同时归纳出影响二者关系的关键因素，得出如下主要结论： 1.酒店员工的人口特征变量对内部服务质量、员工满意度、员工留职意愿产生差异影响； 2.酒店内部服务质量与员工留职意愿之间显著正相关，且内部服务质量能够正向影响酒店员工的留职意愿； 3.酒店内部服务质量各维度与员工留职意愿之间显著正相关，且内部服务质量的可靠性、保证性、移情性及公平性能够正向影响酒店员工的留职意愿； 4.酒店内部服务质量与员工满意度之间显著正相关，，且内部服务质量的六个维度均可对员工满意度有正向影响，其中公平性的影响能力最强； 5.员工满意度与留职意愿之间显著正相关，且员工满意度在酒店内部服务质量与员工留职意愿之间起部分中介作用。基于上述结论，本研究从内部服务质量的可靠性、保证性、移情性、公平性角度出发，提出增强员工留职意愿的管理建议，为酒店留住老员工提供实践性指导。
[Abstract]:Based on the "service profit chain model", this study regards the internal service quality of the enterprise as an important factor that affects the employee's willingness to stay, and combines the characteristics of the hotel industry. The empirical analysis of the internal service quality factors which affect the hotel staff's willingness to stay in the post is not only helpful to retain the excellent staff, but also provides sufficient support for the academic research. In this study, the staff of high star hotels in Xiamen were investigated by questionnaire and interview, and the data were analyzed by SPSS19.0, such as variance analysis, correlation analysis, regression analysis and so on. This paper probes into the influence of hotel internal service quality on the employee's willingness to stay, and how employee satisfaction plays an intermediary role in the two. At the same time, the key factors affecting the relationship between the two are summarized, and the main conclusions are as follows:. 1. The demographic variables of hotel staff have different effects on internal service quality, employee satisfaction and employee retention intention; 2.There is a significant positive correlation between hotel internal service quality and employee's willingness to stay, and the internal service quality can positively affect the hotel staff's willingness to stay; 3. There is a significant positive correlation between each dimension of hotel internal service quality and employees' willingness to stay, and the reliability, assurance, empathy and fairness of internal service quality can positively affect hotel staff's willingness to stay. 4. There is a significant positive correlation between hotel internal service quality and employee satisfaction, and the six dimensions of internal service quality have a positive impact on employee satisfaction, among which fairness is the strongest. 5. There is a significant positive correlation between employee satisfaction and retention intention, and employee satisfaction plays an intermediary role between the quality of service and the willingness of staff to stay in the hotel. Based on the above conclusions, this study from the internal service quality reliability, assurance, empathy, fairness point of view, proposed to enhance staff retention willingness management recommendations, for the hotel to retain the staff to provide practical guidance.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F719

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