目的：為了因應競爭激烈的醫療環境及醫療服務品質高度期望的社會，醫療機構提供之服務品質備受矚目，機構仰賴各類職員的工作運作，醫療機構中的職類以護理人員佔大多數，護理人員也是最常接觸病患的醫療人員，內部服務品質與員工的滿意度、組織承諾及工作績效有高度相關，滿足外部顧客的需求前必須先滿足員工使其能更好完成工作，因此值得針對此內部服務品質、滿意度、組織承諾及認知工作績效進行相關研究。
方法：本研究為橫斷式研究，採便利抽樣方式之結構式網路問卷來蒐集資料，研究對象為在地區醫院(含)層級以上之執業護理師，本研究共發放390份問卷，剔除無效問卷與極端值後共回收了382 份，有效回收率為97.9%，並以SPSS23.0來進行統計分析。統計分析方式包含t檢定、變異數分析、皮爾森相關分析與迴歸分析。
結果：內部服務品質與組織承諾對認知工作績效具有正向影響，同時內部服務品質也對滿意度和組織承諾產生正向影響。滿意度對認知工作績效產生負向影響，此外，滿意度及組織承諾在內部服務品質與認知工作績效之間扮演中介的角色。
結論：總體而言，這些結果強調了內部服務品質對護理人員的重要性，並且指出提高工作滿意度和組織承諾可能是促進認知工作績效的有效途徑。該研究對於提升醫療組織的管理實踐具有實際價值，並為相關領域的學術研究提供了有益的洞察。

Objective: In response to the competitive healthcare environment and society's high expectations for healthcare service quality, the attention on service quality provided by healthcare institutions has increased. The successful operation of these institutions relies on various categories of employees, with nursing professionals comprising a significant proportion. As the healthcare professionals who frequently interact with patients, nursing professionals' job performance, job satisfaction, and organizational commitment are highly correlated with internal service quality. Prioritizing employees' satisfaction is essential for meeting the needs of external customers. Therefore, it is worthwhile to conduct relevant research on internal service quality, job satisfaction, organizational commitment, and job performance among nursing professionals.

Methods: This study employed a cross-sectional design and collected data through a structured online questionnaire using convenience sampling. The participants were practicing nurses working at regional hospitals or higher-level healthcare institutions. A total of 390 questionnaires were distributed, and after excluding invalid and extreme-value responses, 382 valid responses were collected, yielding a response rate of 97.9%. Data analysis was conducted using SPSS 23.0, employing techniques such as t-tests, analysis of variance (ANOVA), Pearson correlation analysis, and regression analysis.

Results: Internal service quality and organizational commitment have a positive impact on cognitive job performance. Additionally, internal service quality also positively influences satisfaction and organizational commitment. Satisfaction has a negative impact on cognitive job performance. Furthermore, both satisfaction and organizational commitment mediate the relationship between internal service quality and cognitive job performance.

Conclusion: In general, these findings underscore the significance of internal service quality for nursing staff and suggest that enhancing job satisfaction and organizational commitment could be effective pathways to promote cognitive job performance. This study holds practical implications for improving management practices in healthcare organizations and provides valuable insights for academic research in related fields.

論文審定書論文審定書 i
中文摘要 ii
英文摘要 iii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 3
第二章 文獻探討 4
第一節 內部服務品質 4
第二節 滿意度 6
第三節 組織承諾 7
第四節 認知工作績效 8
第三章 研究方法 10
第一節 研究架構 10
第二節 各變項的假設推論 11
第三節 研究設計 12
第四節 研究工具 12
第五節 操作型定義 17
第六節 資料分析方法 20
第七節 研究倫理 25
第四章 研究結果 26
第一節 護理人員的人口學特性 26
第二節 研究變項間之描述性統計 28
第三節 護理人員的人口學特性與研究變項之差異性分析 29
第四節 研究變項之相關性分析 36
第五節 研究變項之迴歸分析 37
第五章 討論與建議 42
第一節 研究討論 42
第二節 研究結論 48
第三節 研究限制 49
第四節 建議與貢獻 50
參考文獻 51
附錄一、問卷 59
附錄二、人體試驗委員會同意書 63

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