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系統識別號 U0026-0812200913482636
論文名稱(中文) Linking HRM Practices, Job Satisfaction and Service Climate to Improve Service Quality for Customers in Service Organizations in Cambodia
論文名稱(英文) Linking HRM Practices, Job Satisfaction and Service Climate to Improve Service Quality for Customers in Service Organizations in Cambodia
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士班
系所名稱(英) Institute of International Management (IIMBA--Master)
學年度 95
學期 2
出版年 96
研究生(中文) 蘇偉納
研究生(英文) Sou Veasna
電子信箱 souveasna76@yahoo.com
學號 ra794706
學位類別 碩士
語文別 英文
論文頁數 117頁
口試委員 口試委員-林清河
指導教授-史習安
口試委員-吳學良
口試委員-曾瓊慧
口試委員-吳萬益
中文關鍵字 None 
英文關鍵字 service climate  job Satisfaction  HRM practices  and customer loyalty  customer satisfaction  service quality 
學科別分類
中文摘要 None
英文摘要 In particularly, this study intends to explore the relationship among HRM practices, job satisfaction, service climate, service quality, which influence on customer satisfaction and loyalty. In addition, the quality of service is the main topics and issues in service industries are practicing by paying attention to investigate how to improve and enhance the best service quality for customers on time by reducing their waiting time as well. More importantly, this study surveyed and collected 756 questionnaires, including 108 questionnaires answered by managers, 324 employees, and 324 customers in 108 service units in Cambodia. In addition, by conducting SEM software packages to examine the hypotheses testing and fit measurements of research models and the results indicated that eight hypotheses are positively and strongly relationships with providing very good evidences for the research study. From point of views of the findings indicated that customers were satisfied and loyalty with those service providers by implementing HRM practices, service climate, and employee job satisfaction to enhance the quality of service for customers. However, both of job satisfaction and service quality do not receive support in a sample of 108 service industries. Anyway, this study assumes that the questionnaire designed procedures and educational levels can effect on the relationship between job satisfaction and service quality that lead both relationships are not significant.
論文目次 ACKNOWLEGEMENT ................................................................................................ I
ABSTRACT .................................................................................................................. II
TABLE OF CONTENTS ............................................................................................. III
LIST OF TABLES ....................................................................................................... VI
LIST OF FIGURES .................................................................................................. VIII
CHAPTER ONE INTRODUCTION ............................................................................ 1
1.1 Research Background and Motivation ................................................................ 1
1.2 Research Objectives and Scope of the Study ...................................................... 8
1.3 Research Procedures ............................................................................................ 9
1.4 Research Structures ........................................................................................... 10
CHAPTER TWO LITERATURE REVIEW .............................................................. 12
2.1 Definition of Constructs .................................................................................... 12
2.1.1 HRM practices .............................................................................................. 12
2.1.2 Service Climate ............................................................................................. 16
2.1.3 Job Satisfaction ............................................................................................. 19
2.1.4 Service Quality ............................................................................................. 21
2.1.5 Customer Satisfaction ................................................................................... 23
2.1.6 Customer Loyalty .......................................................................................... 25
2.2 Hypotheses Development .................................................................................. 26
2.2.1 The Relationship between HRM Practices and Job Satisfaction ................. 26
2.2.2 The Relationship between Job Satisfaction and Service Quality ................. 27
2.2.3 The Relationship between Service Climate and Job Satisfaction ................ 28
2.2.4 The Relationship between HRM practices and Service Climate ................. 29
2.2.5 The Relationship between HRM practices and Service Quality ................. 31
2.2.6 The Relationship between Service Climate and Service Quality ................ 32
2.2.7 The Relationship between Service Quality and Customer Satisfaction ....... 33
2.2.8 The Relationship between Service Quality and Customer Loyalty .............. 35
2.2.9 The Relationship between Customer Satisfaction and Customer Loyalty ... 36
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY ...................... 38
3.1 The Conceptual Model ...................................................................................... 38
3.2 The Construct Measurement ............................................................................. 39
3.2.1 HRM Practices ............................................................................................. 39
3.2.2 Job Satisfaction ............................................................................................ 40
3.2.3 Service Climate ............................................................................................ 41
3.2.4 Service Quality ............................................................................................. 42
3.2.5 Customer Satisfaction .................................................................................. 43
3.2.6 Customer Loyalty ......................................................................................... 44
3.3 Hypotheses Should be Tested ............................................................................ 44
3.4 Questionnaire Design ........................................................................................ 45
3.5 Sampling Plan .................................................................................................... 45
3.6 Data Analysis Procedures .................................................................................. 45
3.6.1 Descriptive Statistic Analysis ....................................................................... 46
3.6.2 Factor Analysis and Reliability Test ............................................................ 46
3.6.3 Structure Equation Modeling (SEM) ........................................................... 47
CHAPTER FOUR DATA ANALYSES AND MEASUREMENTS ......................... 48
4.1 Samples and Data Collection Procedures .......................................................... 49
4.2 Data Aggregation and Analyses Procedures ..................................................... 50
4.2.1 Intraclass Correlation Coefficients (ICCs) Methods .................................... 50
4.2.2 Characteristics of Respondents .................................................................... 53
4.2.3 Measurement Results for Relevant Research Variables ............................... 56
4.3 Factor Analysis and Reliability Test ................................................................. 59
4.4 Confirmatory Factor Analysis (CFA) Procedures ............................................. 60
4.4.1 Confirmatory Factor Analysis of HRM practices ......................................... 61
3. The coefficients are standardized value. .......................................................... 62
4.4.2 Job Satisfaction ............................................................................................. 63
4.4.3 Service Climate ............................................................................................. 63
4.4.4 Service Quality ............................................................................................. 65
4.4.5 Customer Satisfaction ................................................................................... 66
4.4.6 Customer Loyalty .......................................................................................... 67
CHAPTER FIVE RESEARCH ANALYSES AND RESULTS ................................. 68
5.1 Criterion of Research Procedures of CFA and SEM .......................................... 68
5.2 Descriptive Statistics and Correlation for all Variables .................................... 70
5.3 Structural Equation Modeling (SEM) ............................................................... 71
5.4 Discussion of Research Results ......................................................................... 78
CHAPTER SIX CONCLUSIONS AND SUGGESTIONS ......................................... 81
6.1 Research Implications and Finding ..................................................................... 81
6.2 Research Contributions ....................................................................................... 84
6.3 Conclusion and Suggestions ............................................................................... 86
6.4 Limitation and Future Research .......................................................................... 88
REFERENCES ............................................................................................................ 90
APPENDIX ................................................................................................................ 107
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