The Research for Departmrnt Stores' Employee Service Performance
Dr. Jen-Hung Huang
|Keywords:||百貨公司;人員服務品質;訓練滿意度;賣場人員管理;訓練頻率;人格特質;Department Store;High Communicated;Employee's Service Quality;Training Saticifaction;Control for Employee;Training Frequency;Characteristics|
Now, the department store industry in Taiwan will enter 21 centuries which we call that “super-competitive” era. In the past, the political and economic situation in Taiwan changed very fast. Department store industry is one of these industries influenced by the situation. Not only service and informative products, but also service will create and convey by person. So, person is one of the useful estate which department store can compete with others. Department store is one of high-communicated service industries. Service Employee will contact with customers frequently. The outcome of service employee and customers interacting will influence the first impression about this department store. In the process of interacting, the service employee surface, service skill and what they talk will influence customers’ feeling. But it’s very different from employee quality, background and characteristics, and there is a high rate of special store in department store. In Taiwan, department store’s management department can not control these employee very effectively. It’s very difficult for keeping stable service quality. This study will research employee service quality and know how department store can raise it’s performance. Then point out the valid and influential variables, and afford these variables as reference. This study uses questionnaire for collecting data. Choose one local department store and one Chinese-Japanese joint venture department store and send questionnaires to them. Each of them had received 120 questionnaires , all of questionnaires are 240. 27 are invalid and 213 are valid. After statistical analysis, we find some conclusions: 1.It’s different in employee’s service quality, training frequency, training satisfaction and control for employee－compare local department store with Chinese-Japanese joint venture department store. Chinese-Japanese joint venture department store employees perform better than local department store employees in this variable. 2.If the employee’s income and training hours are higher, their service quality will be better. 3.Training satisfied degree will influence the employee’s performance in service quality highly. The number two variable is controlled for employee. 4.Different gender has no influence on employee’s service quality.
|Appears in Collections:||Thesis|