한국 건설업계 내부서비스품질이 종업원 만족과 서비스 지향성에 미치는 영향

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박강성 김용범 한의진
Issued Date
내부서비스품질 종업원 만족 서비스 지향성 건설기업 구조방정식 모델 internal service quality employees’ satisfaction service orientation construction business structural equation modeling
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.
Alternative Title
Effects of Internal Service Quality of the Korean Construction Business for Employees' Satisfaction and Service Orientation
Alternative Author(s)
Park Gang Sung Kim Yong Beom Han Eui-Jin
조선대학교 국제문화연구원
Research Laboratory
Appears in Collections:
2018 > Vol 11, No 2
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