Abstract
In recent years enterprise along with internationalize footfall more and more accelerate, result in not only product's internationalization competition, draw stretch manpower's internationalization flow too ¡CManpower gradually receive each industrial recognition in the last few years, introjections more resource in personnel's selection, appraisal, reward, development too¡CEnterprise is along with industry's internationalization, liberalization and under global competitor's entry, how to detain a man of talent and grant full development, have already formed important job at high-tech industry especially ¡CAs enterprise gradually know with think well of CRM's importance , emphasize on consumer's satisfaction, make a point of ministrant quality, but we discover enterprise personnel's working attitude is affection customer degree of satisfaction's important factor one of the too ¡CJust think, the person of dissatisfied its job will such emotion brings to enclose person too, include our precious consumer internal.
In recent years by Deloitte & Touche LLP consultant company brings up "Employee Relationship Management " (ERM) theory¡CShould theory emphasizes on pass personnel achievement's best melt administration to drive enterprise collectivity management aim's really do to enterprise, from strategy, operation, performance and reward management and study and develop wait for four levels overall expound how to maximum's take advantage of enterprise the preciousness human resource, as really do industrial development aim, that is stockholder value's promotion ¡CSo the objective of this research want by means of by science and technology tool's import, inquire into enterprise inside e-Service degree of satisfaction's promotion and personnel's development and reward for relative affection analysis ¡CAs provide enterprise develop inside e-Service system.
This research will as Kaohsiung Nan Zi export processing zone semiconductor encapsulation and testing factory's personnel as research investigation object, try establish a research framework, contain relative enterprise e-Service's enginery with personnel degree of satisfaction's relation, and further affection personnel relation regulatory benefit. The results show that there are positive correlations between e-Service and internal service quality, internal service quality and employee satisfaction, employee satisfaction and employee loyalty.
According to the results, there are some suggestions to Nan Zi export processing zone semiconductor encapsulation and testing factory, suggestion can promote enterprise inside e-Service quality of service, construct e-Service is ministrant project, strengthen e-Service serve professional's training, build an adequate reward system to improve employee satisfaction and loyalty, and further create enterprise with personnel pair of win result.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0611105-010717 |
| Date | 11 June 2005 |
| Creators | Tsai, Jui-Ho |
| Contributors | Tsuang Kuo, Hsien-tang Tsai, Iuan-yuan Lu |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0611105-010717 |
| Rights | restricted, Copyright information available at source archive |
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