中文摘要
本研究主要在探討系統整合業的內部服務品質和和員工服務行為之關係，以個案公司為調查基礎，發覺四項主要結論：
一、除了性別，其他人口統計變數對於內部服務品質及服務行為的看法無顯著差異。
二、管理支持和員工滿意度呈現顯著正向關係。
三、員工滿意度和員工忠誠度有高度正向關係。
四、管理支持和服務行為呈現顯著正向關係。

Abstract
The purpose of this study is to empirically examine the relationship between internal service quality of the system integration company and the service behavior of attendants. Using the case company as our survey case, the research collected 50 valid questionnaires and found four main conclusions:

1. Apart from gender, there are no statistically significant differences between internal service quality and different demographics.
2. Management support positively related to employee’s satisfaction
3. Employee’s satisfaction positively related employee’s loyalty.
4. Management support positively related to service behavior.

Keywords: Internal Service Quality, Service behavior, Structural Equation Modeling

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