制造企业内部服务质量测评  

Evaluation Scale of Internal Service Quality in Manufacturing Field

作　　者：杨月琪 李军祥[1] YANG Yue-qi;LI Jun-xiang(Business School,University of Shanghai for Science and Technology,Shanghai 200093,China)

机构地区：[1]上海理工大学管理学院,上海200093

出　　处：《技术与创新管理》2018年第5期556-562,568,共8页Technology and Innovation Management

基　　金：国家自然科学基金项目(71572113;71432007);国家自然科学基金匹配项目(IP16303003;2017KJFZ024;CFTD17004Z);上海市大学生创新项目(SH2016064;SH2017062;XJ2017090;XJ201791;XJ20171105)

摘　　要：有关服务业内部服务质量提升的研究有很多,但关于制造行业内部服务质量的研究较少。因此需建立用以检测和评价制造行业内部服务质量的测评量表并以此为方向改善内部服务质量,提高员工满意度,创造更多的企业利润。在开放式问卷的基础上通过查阅大量国内外有关内部服务质量影响因素的相关文献,初步确定测评因子及对应问项。通过问卷调查的方式收集到184份有效的问卷数据,主要采用探测性因子分析和验证性因子分析对184份问卷调查数据进行分析,提出了针对制造企业内部服务质量的测评量表。测评量表包括工作环境与设施、有效的培训、管理者支持、团队合作、奖励与福利、目标认同和沟通等7个关键测评因子和21个对应问项。数据分析显示:包含这7个关键测评因子和21个对应问项的测评量表有较好的信度和效度,可以很好地评价制造企业的内部服务质量。该研究不仅提出了制造企业内部服务质量的测评量表,并且提供改善内部服务质量切实可行的操作内容,以此提高制造企业员工满意度和企业利润。There are many researches on the improvenlent of service quality in service industry, but few researches in manu- facturing industry. Therefore, it is necessary to set up an evaluation scale to detect and evaluate the internal service quality in the manufacturing industry and to improve internal service quality, improve employee satisfaction and create more corpo- rate profits. On the base of open questionnaires ,we analyzed a large number of domestic and foreign references about factors affecting internal service quality. By adopting preliminarily the evaluation factors and corresponding questions, 184 valid questionnaires were collected through questionnaire survey. The survey data of 184 employees were analyzed by exploratory factor analysis and confirmatory- factor analysis. An evaluation scale of internal service quality in manufacturing industry was put forward. This evaluation scale has 21 corresponding questions and includes 7 key evaluation factors such as working en- vironment and facilities, effective training, management support, team cooperation, reward and welfare, target recognition and eommunication. Data analysis shows that the scale including these 7 key evaluation factors and 21 questions has good relia- bility and validity, and hence the scale can be used to evaluate the internal service quality of manufacturing enterprises. The study not only presents an evaluation scale for manufacturing internal service quality, but also provides practical contents for improving internal service quality so as to improve manufacturing employee satisfaction and corporate profits.

关 键 词：制造业 内部服务质量 调查问卷 量表 因子分析 

分 类 号：F719[经济管理—产业经济] F224