進階搜尋


下載電子全文  
系統識別號 U0026-2708201315161100
論文名稱(中文) 企業內部服務品質影響派遣員工留任意願之關鍵因素 --以台灣科技製造業為例
論文名稱(英文) Key Internal Service Quality Factors for Retaing Dispatch Workers:A Case of Taiwan Technical Manufacturing
校院名稱 成功大學
系所名稱(中) 企業管理學系專班
系所名稱(英) Department of Business Administration (on the job class)
學年度 101
學期 2
出版年 102
研究生(中文) 胡竣甯
研究生(英文) Chun-Ning Hu
學號 R47991140
學位類別 碩士
語文別 中文
論文頁數 58頁
口試委員 口試委員-張榮庭
口試委員-汪美香
口試委員-張太平
指導教授-葉桂珍
中文關鍵字 人力派遣  內部服務品質  人格特質  工作特性  留任意願 
英文關鍵字 Manpower Dispatch  Internal Service Quality  Personality Traits  Jop Characteristics  Intention to Stay 
學科別分類
中文摘要 台灣科技業製造部門派遣員工的留任意願低長久以來一直是該產業的困擾,所以如何有效提升派遣員工留任意願成了台灣科技業製造部門的一個難題。
本研究以內部服務品質為角度,台灣科技業製造部門派遣員工為研究對象,探討影響派遣員工人格特質、工作特性和內部服務品質三項因素對派遣員工留任意願的影響。透過問卷調查方式進行實證研究。
敘述性統計分析科技業製造部門派遣工作特性為:自主性低、時常工作量高、變動性大,且工作之間環環相扣。在內部溝通協調上,派遣員工在工作遇到問題時,多數無法有效解決,且考核和轉任正職制度不夠完善,在專業訓練上也不夠充足。
Pearson相關分析以及迴歸分析則獲致以下結論:
1.人格特質、工作特性、內部服務品質、和留任意願間具有相關性。
2.工作特性對留任意願有顯著影響,其中技能變化性、工作自主性、工作回饋性對留任意願之影響較為顯著。
3.內部服務品質對留任意願有顯著影響,其中設備與訓練、流程與考核、溝通與協調對留任意願之影響較為顯著
英文摘要 The low intention to stay of outsourced employees in Taiwanese manufacturing sectors within technology industry has long been a perplexing problem for the industry. In view of this condition, how to effectively improve outsourced employees’ intention to stay has turned out to be a thorny subject for Taiwanese manufacturing sectors within technology industry.
This research offers a glimpse into internal service quality.Outsourced employees in Taiwanese manufacturing sectors as the research object.Probe into the influence of outsourced employees’ intention to stay by the personality traits and job characteristics and the internal service quality. This research further conducts empirical research through questionnaire survey.
The results of descriptive statistics analysis gain insights into characteristics of dispatched jobs for Taiwanese manufacturing sectors within technology industry, i.e. low autonomy, a commonly seen condition of heavy workload, and large variation, and there is a close link between these characteristics and the job.In terms of internal communication and coordination, most of outsourced employees are unable to put forth effective solutions when encountering problems at work and the evaluation, system of being transferred to official employment, and professional training fall short.
Pearson’s analysis and regression analysis have led to the conclusions of this research given below:
1. Personality traits, job characteristics, internal service quality and intention to stay are correlated.
2. Job characteristics have significant influence on outsourced employees’ intention to stay, among which skill variation, job autonomy and job feedback have significant influence on intention to stay.
3. Internal service quality has significant influence on outsourced employees’ intention to stay, among which equipment and training, procedure and evaluation, and communication and coordination have significant influence on intention to stay.
論文目次 摘要I
ABSTRACTII
誌謝III
目錄IV
表目錄V
圖目錄VI
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
第二章文獻探討4
第一節台灣人力派遣現況4
第二節內部服務品質13
第三節工作特性、人格特質、留任意願16
第三章研究方法23
第一節研究架構與假設23
第二節操作性定義與問卷設計24
第三節樣本說明與抽樣方法29
第四節研究分析方法31
第四章研究結果33
第一節敘述性統計分析33
第二節因素分析和信度分析39
第三節相關分析和迴歸分析44
第五章結論與建議48
參考文獻51
附錄一:正式問卷54
參考文獻 一、中文文獻
1、鄭玉惠(2001),「內部服務品質因子之研究-以護理人員為例」,國立
中山大學企業管理學系博士論文。
2、陳自立(2005)「地區醫院護理人員工作滿意及離職傾向之關聯分析」私
立義守大學管理研究所碩士論文。
3、蔡瑞龍(2008)「派遣員工心理契約、人格特質對工作績效與離職傾向之影
響-以派遣公司為調節變項」逢甲大學經營管理碩士在職專班論文。
4、 簡俊成、翁志成、楊玲惠(2001),「服務業員工角色壓力、自我效能、工作滿意
度與內部服務品質之關係-以百貨業為例之實證研究」,中山管理評論,第9卷
第3 期秋季號,頁395-423。
5、 譚伯群、施坤壽(1999),「國內集團企業創辦人之人格特質對其企業文化、決策
模式與經營績效之影響研究」,暨大學報,第3 卷第2 期,頁99-128。
6、 翁崇雄(1998),「期望服務品質與服務績效影響服務品質評量之研究」,臺大管
理論叢,第9 卷第1 期,頁153-175。
7、 黃貴祥(2000),「技術學院教師工作環境知覺、工作價值觀與其工作滿足和教學
表現之關係」,國立政治大學教育研究所博士論文。
8、 黃英忠、余德成、林鉦禁、林華星、韓文玲(1994),「組織內外因素對企業績效
評估制度建立之影響」,行政院國家科學委員會專案研究報告。
9、 黃英忠、林哲宏(1996),「員工對全面品質管理的知覺與工作生活品質之相關研
究」,品質學報,第3 卷第1 期,頁1-18。
二、英文文獻
1、Al-Shalfan, A.A. (1995). A study of job satisfaction among the public
employees of the Saudi Arabian customs department headquarters.
Unpublished doctoral dissertations, University of Pittsburgh.
2、Bellamy, F.B. (1997). Job characteristics and job satisfaction among nurse
practitioners.. Unpublished doctoral dissertations, University of Florida
College of Nursing.
3、Brewer, E. W. and L. F. Clippard(2002), “Burnout and job satisfaction among
Student Support Services Personnel,” Human Resource Development
Quarterly, 13(2) ,pp.169-186.
4、Davis, T. V.(1991), “Internal Service Operations: Strategies for
Increasing Their Effectiveness and Controlling Their Cost,”
Organizational Dynamics, 20(2), pp.5-22.
5、Gimbel, R. W., S. Lehrman, M. A. Strosberg, and V. Ziac et al.(2002),
“Organizational and environmental predictors of job satisfaction in
community-based HIV/AIDS services organizations,” Social Work Research,
26(1), pp.43-55.
6、Hackman, J. R. and G. R. Oldham(1976), “Motivation Through the Design of
Work:Test of a Theory,” Organization Behavior and Human Performance,
16(2),pp.250-279.
7、Heywood, J. S., W. S. Siebert and X. Wei(2002), “Worker sorting and job
satisfaction:The case of union and government jobs,” Industrial & Labor
Relations Review, 55(4), pp.595-609.
8、Judge, T. A., C. A. Higgins, C. J. Thoresen, and M. R. Barrick(1999), “The
big five personality traits, general mental ability and career success
across the life span”,Personnel Psychology, 52(3), pp.621-652.
9、Schlesinger, L. A. and J. Zornitsky(1991), “Job Satisfaction , Service
Capability , and Customer Satisfaction: An Examination of Linkages and
Management Implications.”Human Resource Planning, 14(2), pp.141-149.
10、Wong, C. S.(1997), “The Effects of Organizational Commitment and Job
Satisfaction on Turnover-The Case of Hong Kong,” Proceedings of the
Eighth International Conference on Comparative Management, pp.134-140.
11、Wong, C. S., C. Hui, and K. S. Law(1998), “A longitudinal study of the
job perception-job satisfaction relationship: A test of the three
alternative specifications,”Journal of Occupational and Organizational
Psychology, 71(2), pp.127-146.
12、Katz, L. F. and A. B. Krueger. (1999). New trend in unemployment? Brookings
Review,17(4): 4-8.
13、Kalleberg. A. L., (1977), “Work value and job rewards: Atheory of job
satisfaction”. American Sociological Review, 42, pp.124-143.
14、McFarlane, S. L., & Tetrick, L. E. (1994), The Psychological Contractas
an Explanatory Framework in the Employment Relationship, Trendsin
Organizational Behavior, Vol. 1, pp. 91-109.
15、Moorhead, G. and Griffin, R. W.(1998), "Organizational Behavior: Managing
People and Organizations (5th ed.) ", Boston: Houghton Mifflin.
論文全文使用權限
  • 同意授權校內瀏覽/列印電子全文服務,於2018-09-12起公開。
  • 同意授權校外瀏覽/列印電子全文服務,於2018-09-12起公開。


  • 如您有疑問,請聯絡圖書館
    聯絡電話:(06)2757575#65773
    聯絡E-mail:etds@email.ncku.edu.tw