The Study On Public Department Employee Satisfaction Based On Internal Service Quality

The internal service quality has received many disciplines attention from the service management,internal marketing, the human resources management, the Total QualityManagement in the western management educational world. From the customer sensation angle understanding interior grade of service, the staff is organization's internal customers, internal grade of service level height will be decided by theirs subjective sensation and the judgement, its substantive weight will be the staff provides the service to the interior service provider the degree of satisfaction condition. Between organization's internal grade of service and the staff degreeof satisfaction has one kind of causes and effects interactions relations, internal grade of service is reason, staff satisfaction is result, through the improvement and the enhancement of the quality of internal management,may realize and promote the the degree of satisfaction. The introduction of interior grade of service has provided one kind of new vision for research field and the management field on staff degree of satisfaction.Presently,the public department in our country has transformating from the leadership of economic development to the social service, and entering the guidance of public product and the service customer, namely creates the customer stage. Provides the service satisfied the public is the biggest mission and the consideration to public department. This request public department implements one kind of new strategy on human resources management. The core of the strategic is regards the public department's staffs as the internal customer, only provides it a better internal service and realizes its demand, the public department staffs can unceasingly enhance the quality of serving the external customer (the public), and finally achieved the coordinates of internal customer,external customer and the public department.The paper has first carried on the summary and the main analysis to the correlation theory; in the foundation of literature discussion, we give the defination to the public department staffs, the internal service qualinty of public department ,and has carried on the detailed proof of close relation between the internal service qualinty of public department and the staff degree of satisfaction, then draws the conclusion: the internal service qualinty of public department is an important attribution to the satisfaction of employee, there is one kind of causal relations between them, namely internal grade of service is the reason, the staff degree of satisfaction is the result .Therefore,the improvement of public department's internal service quality, may bring the promotion of staff's satisfaction; Then unifies the related characteristic of public department on internal service, we construct the satisfaction target system;Then, put it to the practice. Take the target system as important research model and basis, and the kanuo model as the foundation,we design the paper named"the reaserch paper of public department employee satisfaction based on internal service quality of public department",then make an exploration on the staff degree of satisfaction;Finally, induct the findings, proposed the dynamic promotion mechanism of public department employee's satisfaction based on the internal service quality, vividly demonstrated the entire process of public department emlployee satisfaction management.