Study On Relationship Between Internal Service Quality And Key Staff's Loyalty

In the 21st century, the human resource has become the decisive power in the course of the enterprise development. And the key staff is the core of the enterprise's human resource, so the enterprise should attach more importance to the key staff's management. Nowadays, a lot of key staffs want to make promotion personal value through job-hopping .It seems that loyalty had gone. But, now the enterprises even more need the key staff's loyalty than in the past. The service profits chain links the enterprise's internal service quantity and employee's loyalty together. Through the conduction mechanism of the service profits chain, the husiness enterprise can improve the internal service quantity to affect the key staff loyalty. -This text take the service profits chain model as the foundation, going deeply into inquiring the relation between internal service quantity and the key staff's loyalty by a substantial evidence. And try to induce the key factors that affect the relation. In the evaluation of the internal service quality, adopt Internal SERVQUAL quantity form put forward by Hallowell. In the evaluation of the key staff's loyalty, adopt the five factors model quantity form of Chinese employee's organization commitment, leading the concept of the organization commitment into this text. The second quantity form is put forward by LinWenQuan.The research data comes from two software companies. And use SPSS covariance software to the process in analyzing inquisition data. The result of the data processing proved the internal service quantity has the aggressive influence on the key staffs loyalty. Induce training, management, rewards&recognition and goal alignment present toward relation with key staff's loyalty. Internal service quality has influence on four key staff's loyalty dimensions, which are norm commitment, ideal commitment, economy commitment, emotive commitment.This result shows the practical means of the research. And make the enterprise have the direction in the management.