Research On The Influence Of Employee Loyalty On Service Quality In Auto4S Shops

With the rapid development of China’s automobile market, customer’sconsumption consciousness and concept has also changed. From simply pursue car’sbrand and quality to not only the brand and quality, but also the perfect service quality.Service employees become a link between company and customers, while servicequality provided to customers determines whether the enterpris succeed or not. It hasbecome a hot topic for the auto4S shop managers to attract and retain customers andto raise the enterprise performance. However, there are only few studies about servicequality from the view of internal management, especially the employee loyalty point.This paper comply with the logical relationship among "evaluation-attitude-behavior-performance", and making empirical research about the effort of employeeloyalty to the service quality. Firstly, it summarizes the present research result on theemployee loyalty, service quality and service effort. Secondly, based on thetheoretical analysis, dig the key factors that influence the auto4S shop employeeloyalty. Thirdly, set the service effort as the intervening variable and construct theconcept model and research hypotheses about the employee loyalty, service qualityand service effort, which is based on a detailed analysis of the interactional intrinsicmechanism between4S shop employee loyalty and service quality. Related surveydata are obtained by distributing questionnaires to4S shop employees and these initialdata are analyzed and processed by SPSS and AMOS software. Series of statisticalanalysis approaches are used, such as reliability and validity analysis, variablesanalysis, structural equation model analysis etc..According to the empirical evidences, it is concluded as follows: managementsysment, work environment, operation perfoemance, leadership and personalrelationship significantly effect employee loyalty. Employee loyalty has a greatinfluence on service effort, but it has weekly affect service quality. Service effortssignificantly affect service quality which plays an intermediary role betweenemployeeloyalty and service quality. In addition to staff gender has a significantimpact on service tangibles, the other demographic variables significantly affect allthe variables.