According to the principle of service profit chain model and the gap model of service quality , the paper advances three main hypotheses : a ) hypotheses 1 : the internal service quality has great influence on the employee satisfaction ; b ) hypotheses ! : the internal service quality has great influence on the employee loyalty ; c ) hypotheses3 : the employee satisfaction has great influence on the employee loyalty 本论文以heskett等学者提出的“服务利润链”概念模型为线索，结合parasuranman等学者的服务质量差距模型( gap模型) ，笔者提出了三个主要假设：假设一、内部服务质量的整体水平对整体员工满意度有着显著影响；假设二、内部服务质量的整体水平对员工忠诚度有着显著影响；假设三、员工满意度对员工忠诚度有显著影响。
Corresponding to the traditional perspective of loyalty , the employee loyalty of the modern enterprise is a kind of loyalty that can be looked as a contract between employees and their employers . it is not only a sort of personal virtue , but also a part of the modern enterprise spirits 而现代企业的员工忠诚是一种平等交往中的契约性忠诚，它既不同于等级制度下人身臣服关系的依附性忠诚，亦不同于家族企业中的血缘性忠诚，既是一种基本的个人美德，亦是现代企业的基本企业精神。
The paper also measures the level of the internal service quality and analyzes the interrelationship level of the internal service quality , the employee satisfaction and the employee loyalty by the internal servqual and spss statistics software . the paper takes apart the eight dimensionalities of the internal service quality , the employee satisfaction and the three dimensionalities of the employee loyalty . finally , the research finds that the different dimensionality of the internal service quality has different influence on the employee satisfaction and the different dimensionality of the employee loyalty 本论文通过剖析展开内部服务质量的八个维度(政策与程序、工具、群体工作、目标认同、管理支持、沟通、有效训练和鼓励与表扬) 、员工满意度和员工忠诚度的三个维度(价值承诺、留职承诺和努力承诺) ，结果发现内部服务质量的不同维度因素对员工满意度和忠诚度的不同维度因素影响相差很大。
The result shows that there are positive correlations between internal service quality and employee satisfaction , employee satisfaction and employee loyalty , but there is no significant relationship between employee loyalty and external service quality ; there are positive correlations between external service quality and customer satisfaction , customer satisfaction and customer loyalty 实证结果得知： ( 1 )内部服务品质与员工满意度之间具有正向关系； ( 2 )员工满意度与员工忠诚度之间具有正向关系； ( 3 )员工忠诚度与外部服务品质之间无显著关系； ( 4 )外部服务品质与顾客满意度之间具有正向关系； ( 5 )顾客满意度与顾客忠诚度之间具有正向关系。
This paper introduces and analyzes these two measurements and sets up the employee measurement system , which integrates the two different measurements and can display the human resources and the employee loyalty of the enterprise comprehensively and objectively . the employee loyalty can be divided into two levels : the low - level loyalty and the high - level loyalty 员工忠诚的度量方法有定性和定量方法两种，本文分别对两类方法进行了介绍和评价，并且提出了综合以上两种方法的员工测量体系，以对企业拥有的人力资源及员工忠诚情况进行全面科学地反映。
Through the above research , the paper wishes to sum up and conclude the interrelationship of the internal service quality , the employee satisfaction and the employee loyalty and finds the key factors of them . and adopt the appropriate way to help the organization to modify the internal service quality , the employee satisfaction and the employee loyalty 寄希望通过上述研究能够找到影响组织内部服务质量、员工满意度和员工忠诚度的关键因素，并总结和归纳出影响组织内部服务质量、员工满意度和员工忠诚度三者之间的相互关联作用，通过采取相应的措施来帮助组织进一步改善内部服务质量、提高员工满意度和员工忠诚度，提高组织的内部服务质量的水平，保持高水平的员工满意度和员工忠诚度。
