A SEM for the Relationship of Internal Service Qualities and Customer Satisfaction in Restaurant Industry
Customer satisfaction is a prerequisite for customer loyalty.Academics generally agreed that internal service quality is one of the positive factors that can affect the customer satisfaction degree.However, there are few researches on the issue such as how internal service quality affects customer satisfaction, as well as whether there is really a transmission mechanism between them, This study will discuss these issues by constructing a structural equation model on the base of related literatures analyzing according to the restaurant industry surveying data.It is founded that there is no a direct relationship between the internal service quality and customer satisfaction degree, but the former can affect employees royalty, organizational commitment and job performance.Employees loyalty and organizational commitment can directly impact the job performance; further affect the customer satisfaction degree.So the job performance is the key of the transmission mechanisms between internal service quality and customer satisfaction.
Internal service quality Customer satisfactory degree SEM Job performance Transmission mechanisms
Wang Shengjin
Department of Business and Management, Henan Institute of Engineering, Zhengzhou, P.R.China 451191
国际会议
The 5th Conference on Chinas Economic Operation Risk Management(2011`Shanghai)(第五届中国立信风险管理论坛)
上海
英文
258-265
2011-11-04（万方平台首次上网日期，不代表论文的发表时间）