杨月琪 李军祥

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。数据分析顯示：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。

关键词：制造业；内部服务质量；调查问卷；量表；因子分析

中图分类号：F 719；F 224 文献标识码：A 文章编号：1672-7312（2018）05-0556-07

Abstract：There are many researches on the improvement of service quality in service industry，but few researches in manufacturing 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 corporate 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 environment and facilities，effective training，management support，team cooperation，reward and welfare，target recognition and communication.Data analysis shows that the scale including these 7 key evaluation factors and 21 questions has good reliability 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.

Key words：manufacturing industrial；internal service quality；survey questionnaire；scale；factor analysis

0 引 言

Berry和Parasuraman指出在组织中外部顾客和组织内部服务的交换应该受到同样的关注。内部服务质量由员工的实际服务感知与预期服务感知的差距来衡量，它不仅是组织作为一个整体对其员工的一种服务管理方法，而且也是组织内员工之间的态度与相互服务的方式[1]。……