The Study On The Employee Satisfaction Of Urban Management Department Of Hangzhou Based On The Internal Service Quality

The Urban Management Department has been playing an important part which is irreplaceable in our country, while the violence of Urban Management is also concerned by the public. This paper chooses to study on the internal management which were not paid much attention to by other researchers in the past. In this way, this paper plans to find some ways that may be helpful to raise the employees' satisfaction and solve the pleasant difficulties of Urban Management Administration.On the basis of many studies about the internal service quality and employees' satisfaction, the author puts forward the hypotheses about the relationship between the internal service quality of Urban Management Department and the satisfaction of their employees, and the hypotheses that the different characters of employees will cause significantly different effects on the evaluation about the internal service quality and the job satisfaction. Besides, the author also set up the two scales evaluating the internal service quality in the Urban Management Department and the job satisfaction of their employees. Finally, we get the investigation of three parts accordingly.In this paper, the author chooses 223 employees from 13 administrative groups of 3 Urban Management Departments in Hangzhou as the subjects of the investigation. With the analysis of SPSS13.0, we get the conclusion about the above hypotheses as following:First, the 4 dimensions of internal service quality of Urban Management Department all have significant relations with the employees'satisfaction.Second, the two dimensions named "work factors" and "leader and colleagues" can significantly predict the employees' satisfaction.Third, different characters of employees will cause significantly different effects on the evaluation about the internal service quality and the job satisfaction.Last, according to the conclusions, the author puts forward some suggestions to improve the internal service quality in the Urban Management Department in order to enhance the job satisfaction of their employees.