|
Full Length Research Paper
|
|
The
comparison and analysis of employee satisfaction improvement
in the hot spring and financial industries
King-Jang Yang1 and Shun-Hsing
Chen2*
1Department
of Applied Mathematics, Chung-Hua University, Taiwan, ROC.
2Department
of Marketing and Logistics Management, Yu-Da University,
Taiwan, ROC.
*Corresponding
author.
E-mail: chen88@ydu.edu.tw.
Accepted 29 June, 2010 |
|
|
|
Abstract |
|
|
This study addresses the deficiency in service quality by
integrating the “importance” and “satisfaction” indices to
establish the “importance-satisfaction model (I-S model)” and
provide a comprehensive assessment model for improving specific
quality attributes. The study applies this integrated measuring
instrument in the Taiwanese hot spring and financial industries
by conducting a questionnaire survey with their employees to
assess “importance” and “satisfaction” in their capacity as
“internal customers.” The study has identified eight financial
industry items and four hot spring industry items in the “To be
improved” area of the I-S model. The study discovered that the
financial industry improvement items greatly exceeded the
hot spring industry, and therefore, financial industry employees
are unsatisfied with the business offering management system.
The study demonstrates that the I-S model is an excellent
instrument for assessing the priorities for quality improvement.
Key words:
SERVQUAL model, employee satisfaction, financial industries. |
