한국 건설업계 내부서비스품질이 종업원 만족과 서비스 지향성에 미치는 영향

Abstract

In the Korean economy, the construction industry occupies a very important position. The construction industry has been trying various efforts to cope with the rapidly changing business environment. However, most of these efforts focus on technology quality. It is very important for the construction industry to envision internal quality improvement strategies that can satisfy external customers, such as the service industry. The purpose of this study is to investigate the effect of internal service quality on employee satisfaction and service orientation. In this study, the internal service quality was measured using Three-Dimensional Quality Models, and the effects on employee satisfaction and service orientation were also examined. As a result of the empirical analysis, it was confirmed that the interaction quality, physical environment quality, and outcome quality positively influenced employee satisfaction, and employee satisfaction positively influenced service orientation. We hope that the results of this study will be important data for the quality improvement and internal capacity enhancement of construction industry.