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系統識別號 U0026-0307201014500000
論文名稱(中文) 在台灣,中國及新加坡不同中華文化下之內部服務品質的比較
論文名稱(英文) Comparing Internal Service Quality within the Different Chinese Subcultures of Taiwan, China and Singapore
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 98
學期 2
出版年 99
研究生(中文) 郭芳雯
研究生(英文) Fang-Wen Kuo
學號 ra797103
學位類別 碩士
語文別 英文
論文頁數 148頁
口試委員 指導教授-鄭至甫
口試委員-吳萬益
口試委員-王慕容
中文關鍵字 內部服務  華人文化  採購部門 
英文關鍵字 Internal customer service  Internal service quality  Cultural context  Purchasing department  Overall importance of service  Importance level of attributes 
學科別分類
中文摘要 為了服務外部顧客,公司內部的服務必須有效率的運作。實際上,這意味著部門與部門之間互相扮演對方的內部顧客與內部供給者。「內部顧客」與「內部顧客服務」這兩個名詞雖然可能不常被公司明確地;使用,但是在公司著重每位員工團隊精神的情況下,共同為外部顧客提供卓越的服務,企業內部每一個部門,努力提供自己部門的卓越服務,就是所謂的內部服務的基本定義。本研究合作計畫主要是為了確認和測試採購部門的內部服務品質因素和屬性在不同的華人文化(台灣,中國及新加坡)。從而為管理階層引進內部服務品質架構與建議,以提高其企業在華人社會的內部服務品質。
英文摘要 The dimensions and characteristics of service quality for internal customers have been found to be different when compared those for external customers. However, these differences are not only limited to the contextual differences encountered when evaluating Internal Service Quality (ISQ). There are other contextual influences such as cultural, industry and departmental contexts. This study is conducted within the three national Chinese subcultures of Taiwan, China and Singapore.
Previous research has determined internal service quality characteristics in the East and the West, but no study has investigated the context within Chinese subcultures. The overall goal of this study is to determine whether the importance level of ISQ factors and attributes is similar within the different Chinese subcultures of Taiwan, China and Singapore.
This study will examine internal service quality attributes and applicability within different Chinese subcultures by measuring and comparing the perceived importance of ISQ factors and attributes within the different Chinese subcultures. Thereby, this study will introduce a framework and recommendation for managers to increase levels of ISQ in Chinese businesses.
This study focuses on the cultural impact on ISQ, making it necessary to hold industry and departmental influences to a minimum by limiting the research to focus only on the manufacturing industry and the service provider to those in the purchasing department. In addition, this study utilized a convenient sampling method to collect 603 respondents in total from the three countries.
This study’s findings show that there are significant differences in the factors and attributes of internal service quality within the different Chinese subcultures of Taiwan, China and Singapore. By recognizing the critical factors and attributes of internal service quality, internal service providers should be able to improve the service quality they direct towards their specific internal customers.
There is no research to date regarding the impact of different Chinese subcultures on the importance level of ISQ factors and attributes and no research has investigated the impact of different Chinese subcultures on purchasing departments’ and their internal customers’ ISQ importance levels. Therefore, this study develops an internal service quality factors structure in the Chinese cultural context so as to determine the differences across the different subcultures.
論文目次 ACKNOWLEDGEMENTS III
ABSTRACT IV
TABLE OF CONTENTS VI
LIST OF TABLES XI
LIST OF FIGURES XV
CHAPTER ONE INTRODUCTION 1
1.1 Research Background and Motivation. 1
1.2 Research Objectives. 3
1.3 Research Process and Structure. 4
CHAPTER TWO LITERATURE REVIEW 6
2.1 Internal Customer Service. 6
2.2 Contextual Factors Influencing Internal Service Quality. 7
2.3 Cultural Context: Chinese Subcultures within Taiwan, China and Singapore. 8
2.3.1 Chinese Cultural Context within Taiwan, China and Singapore. 9
2.3.2 Other Major Cultural Influences within Taiwan, China and Singapore. 10
2.3.3 Chinese versus Western Cultural Impact on Service Quality. 12
2.4 Determinants within Different Contexts of Internal Service Quality. 15
2.4.1 Western Internal Service Quality Determinants. 16
2.4.2 Chinese Internal Service Quality Determinants. 18
2.4.3 Purchasing Departments’ Internal Service Quality Determinants. 19
2.5 Perceived Importance of Determinants. 20
CHAPTER THREE PROCESS DEVELOPMENT 22
3.1 Research Design. 22
3.2 Questionnaire Design. 22
3.2.1 Preliminary Testing and Adjustment of Questionnaire. 23
3.2.2 Section One – Importance Evaluation for Internal Service Quality Factors and Attributes. 23
3.2.3 Section Two – Perception on Level of Importance of Factors and Attributes. 25
3.2.4 Section Three – Basic Information. 26
3.3 Research Subjects. 26
CHAPTER FOUR RESEARCH ANALYSIS AND RESULTS 28
4.1 Sampling Procedure. 28
4.2 Descriptive Analysis. 29
4.3 Measurement Results for Relevant Research Variables. 31
4.4 Determining and Comparing ISQ structures within the Chinese Subcultures. 34
4.4.1 Exploratory Factor Analysis for China Respondents. 36
4.4.2 Exploratory Factor Analysis for Singapore Respondents. 37
4.4.3 Exploratory Factor Analysis for Taiwan Respondents. 38
4.4.4 Comparing Factor Structures between China, Singapore and Taiwan. 40
4.4.5 Overview of Convergent Validity for Overall Importance to Me, Overall Importance to Company and Willingness to Keep Services for China. 45
4.4.6 Overview of Convergent Validity for Overall Importance to Me, Overall Importance to Company and Willingness to Keep Services for Singapore. 46
4.4.7 Overview of Convergent Validity for Overall Importance to Me, Overall Importance to Company and Willingness to Keep Services for Taiwan. 47
4.5 Comparing ISQ Factors and Attributes for Internal Customers within the Chinese Subcultures. 48
4.5.1 Exploratory Factor Analysis for Internal Customers for All Countries. 48
4.5.2 Overview of Convergent Validity for Overall Importance to Me, Overall Importance to Company and Willingness to Keep Services for All Countries. 50
4.5.3 Comparing Means- One Way ANOVA Analysis for ISQ Factors of Internal Customers between China, Singapore and Taiwan. 51
4.5.4 Comparing Means- One Way ANOVA Analysis for ISQ Attributes of Internal Customers between China, Singapore and Taiwan. 53
4.6 Determining How Well Internal Service Providers Understand Their Internal Customers within Chinese Subcultures. 55
4.6.1 Comparing Means- Independent t-test for ISQ Factors between Internal Service Providers and Internal Customers of China. 56
4.6.2 Comparing Means- Independent t-test for ISQ Attributes between Internal Service Providers and Internal Customers of China. 57
4.6.3 Comparing Means- Independent t-test for ISQ Factors between Internal Service Providers and Internal Customers of Singapore. 59
4.6.4 Comparing Means- Independent t-test for ISQ Attributes between Internal Service Providers and Internal Customers of Singapore. 60
4.6.5 Comparing Means- Independent t-test for ISQ Factors between Internal Service Providers and Internal Customers of Taiwan. 61
4.6.6 Comparing Means- Independent t-test for ISQ Attributes between Internal Service Providers and Internal Customers of Taiwan. 62
4.6.7 Summary of ISPs Understanding of their ICs. 64
CHAPTER FIVE CONCLUSION AND SUGGESTIONS 65
5.1 Research Conclusion and Discussion. 65
5.2 Research Contributions. 71
5.2.1 Academic Implication. 71
5.2.2 Managerial Implication. 72
5.2.3 Overall Contributions. 73
5.3 Research Limitation. 74
5.4 Suggestions for Future Research. 74
REFERENCES 76
APPENDICES 83
Appendix 1: Overview of Internal Service within Purchasing Department. 83
Appendix 2A: Overview of Convergent Validity for China, Singapore and Taiwan. 86
Appendix 2B: Overview of Convergent Validity for China. 94
Appendix 2C: Overview of Convergent Validity for Singapore. 101
Appendix 2D: Overview of Convergent Validity for Taiwan. 109
Appendix 3A: Company Proposal – English 117
Appendix 3B: Company Proposal – Chinese (Traditional) 122
Appendix 3C: Company Proposal – Chinese (Simplified) 127
Appendix 4A: Questionnaire – English. 132
Appendix 4B: Questionnaire – Chinese (Traditional) 139
Appendix 4C: Questionnaire – Chinese (Simplified) 144
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