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論文名稱(中文) 安全氣候、品質意識與安全績效關係之探討-以客運從業人員為例
論文名稱(英文) An Empirical Research on the Relationships among Safety Climate, Quality Conscious and Safety Performance
校院名稱 成功大學
系所名稱(中) 工業與資訊管理學系碩博士班
系所名稱(英) Department of Industrial and Information Management
學年度 99
學期 2
出版年 100
研究生(中文) 游琳鈺
研究生(英文) Lin-Yu Yu
學號 R36981093
學位類別 碩士
語文別 中文
論文頁數 101頁
口試委員 指導教授-呂執中
口試委員-宮大川
口試委員-林耀欽
口試委員-彭泉
中文關鍵字 安全氣候  品質意識  安全績效  客運業 
英文關鍵字 safety climate  quality conscious  safety performance  bus 
學科別分類
中文摘要 「安全」的觀念日漸受到企業的關注,任何意外事故的發生,都有可能對企業造成難以彌補的損失。因此,如何有效提升安全績效遂成為企業營運管理中不可忽視的重要環節。對於如何提升安全效益,除了工作環境及有形設備的改善之外,已有相關研究指出,從無形面,例如安全氣候(safety climate)、組織文化等,將能夠了解並進一步改變員工對於「安全」的認知,也能有效提升安全績效。
台灣自開放國道客運路線之經營權後,公路運輸的整體路網漸趨完整,汽車客運成為台灣運輸最主要大眾運輸工具,國道客運長期以來在旅客輸運上扮演重要之角色。隨著民眾對於大眾運輸服務品質與安全要求日殷,國道客運之營運服務品質遂成為其經營重點。良好的服務品質需由員工藉服務傳遞過程來達成,影響員工服務態度與服務行為之最重要因素,乃是員工是否具備良好的品質意識,基於源頭管理概念,員工品質意識將深遠影響著服務人員之工作態度與服務傳遞後的顧客感受品質評價;在行車安全議題方面,根據交通部資料統計結果,事故原因以人為因素居多,故提供安全的車輛設備與培養優良職業客運駕駛員,成為運輸客運業提昇行車安全及服務品質之要件。 
本研究針對客運從業人員(車廠維修人員及大客車駕駛)進行問卷發放,共收集255份有效問卷,利用PLS進行結構方程式分析以調查結果。研究結果發現安全實務、管理承諾對於品質意識與安全績效皆有顯著正向影響,且品質意識在安全氣候與安全績效的關係中具部分中介效果。整體而言,安全氣候對於企業的安全績效有顯著的正向影響,且員工若能抱持良好的品質意識,也能促進其安全績效的產生,此研究結果將可做為提升員工安全績效的參考依據。
英文摘要 The concept of security has gradually attracted enterprises attention. If there is something insecure or accident happened, it might not only harms the reputation of the enterprises but also causes negative impact to the business of enterprises. Therefore, it is important for enterprises to improve safety performance. In order to improve safety performance, not only in visible facilities, but also intangible conception such as safety climate and enterprises culture would change safety cognition of employees and strengthen safety performance significantly, these had being pointed out in several prior studies.
Public transportation such as bus, it is one of the major transportation in Taiwan. The service quality and secure requirements of transportation among people get more stringent. The base of the high quality service is that the quality conscious of employees’ will affect the attitudes toward their work and also affect the customers satisfaction after customers taken the services. In the issue of safety driving, some statistical data indicates that “human factor” is the major reason that causes the accidents and the insecurity. Providing safe car facilities and personnel training among employees are significantly important in order to increase the safety and the service quality for enterprises.
The main purpose of this study is to identify the correlation among “safety climate”, “quality conscious”, and “safety performance”. This study is also to discuss and to explain the relationships between the above three aspects. The study made use of questionnaires survey to collect data, and a total of 255 effective samples were obtained. The results find positive significant correlation among safety climate, quality conscious and safety performance. The most important finding is the quality conscious will meditate the relationships between safety climate and safety performance.
論文目次 摘要 I
Abstract II
誌謝 IV
目錄 V
表目錄 VII
圖目錄 IX
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究範圍與限制 4
第四節 研究流程 5
第二章 文獻探討 6
第一節 安全氣候及其相關研究 6
第二節 安全績效 15
第三節 品質意識 22
第四節 國道客運業之定義及特性 23
第五節 客運評鑑指標 25
第三章 研究方法 28
第一節 研究架構 28
第二節 研究假說 29
第三節 問卷設計 32
第四節 前測與資料分析 36
第五節 資料分析方法 41
第四章 資料分析 48
第一節 敘述性統計分析 48
第二節 信度分析 52
第三節 相關分析 55
第四節 衡量模式-測量模式分析 56
第五節 衡量模式-結構模式分析 62
第六節 中介效果檢驗 69
第七節 樣本屬性分析 73
第八節 小結 78
第五章 結論與建議 80
第一節 研究結論 80
第二節 未來方向與建議 82
參考文獻 83
中文文獻 83
英文文獻 83
附錄一 前測問卷 92
附錄二 正式問卷 97
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