Research On The Relationship Between Internal Service Quality, Employee Satisfaction And Employee Performance

With modern enterprise survival environment and competitive environment increasingly complex, to obtain long-term competitiveness or to achieve growth of production efficiency and profits, enterprise improving employee performance. In order to improve employee performance, modern enterprise began to focus on the quality of internal service at the same time of concerning about the quality of external services.In this study, use theoretical research and empirical research method to research the relationship of internal service quality,employee satisfaction and employee performance. Through theoretical research, constructed study model and propose theoretical hypothesis. Empirical studies realized by distributing questionnaires, recycling414questionnaires, of which there are303effective questionnaires. The main analysis methods are exploratory factor analysis, reliability analysis, validity analysis, correlation analysis and regression analysis. After empirical analysis, theoretical hypothesis proposed in this study verified. The quality of enterprises internal service has a positive impact on staff performance; and satisfaction plays a part of intermediary role in the relationship between internal service quality and employee performance.This study proposed suggestions for enterprise managers from the perspective of internal services. In order to improve internal service quality, enterprise managers can improve internal reliability, internal conformity, internal empathy and internal tangibles. In turn improve employee performance. And employee performance, including employee task performance and employee contextual performance.