Research On The Relationship Of The Internal Service Quality, Employee Satisfaction And Employee Loyalty

On the basis of the Service Profit Chain and Blue Printing model, the paper wants to research the relationship of the internal service quality, employee satisfaction and employee loyalty inside the organization. Also the paper does some research from the following profile: a) discuss the key factors of the internal service quality, employee satisfaction and employee loyalty in the management process; b) research on the influence of the internal service quality to employee satisfaction; c) research on the influence of the internal service quality to the employee loyalty; d) research on the influence of the employee satisfaction to the employee loyalty. Through the above research, the paper wishes to sum up and conclude the interrelationship of the internal service quality, the employee satisfaction and the employee loyalty and finds the key factors of them. And adopt the appropriate way to help the organization to modify the internal service quality, the employee satisfaction and the employee loyalty.According to the principle of Service Profit Chain model and the Gap model of Service Quality, the paper advances three main hypotheses: a) hypotheses 1: the internal service quality has great influence on the employee satisfaction; b) hypotheses!: the internal service quality has great influence on the employee loyalty; c) hypotheses3: the employee satisfaction has great influence on the employee loyalty. The paper also measures the level of the internal service quality and analyzes the interrelationship level of the internal service quality, the employee satisfaction and the employee loyalty by the Internal SERVQUAL and SPSS statistics software.The paper takes apart the eight dimensionalities of the internal service quality, the employee satisfaction and the three dimensionalities of the employee loyalty. Finally, the research finds that the different dimensionality of the internal service quality has different influence on the employee satisfaction and the different dimensionality of the employee loyalty. The paper finds that there occurs the obvious interrelation of the internal service quality, the employee satisfaction and the employee loyalty.