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研究生:邱廷秀
研究生(外文):Chiu, Ting-Hsiu
論文名稱:組織信任與服務品質之研究-以中華電信桃園營運處為例
論文名稱(外文):The study of the Relationship Between Organizational Trust and Service Quality:Taoyuan Telecommunication Branch Office As An Example
指導教授:林水吉林水吉引用關係
指導教授(外文):Lin, Shui-Chi
學位類別:碩士
校院名稱:開南管理學院
系所名稱:公共事務管理學系碩士班
學門:社會及行為科學學門
學類:公共行政學類
論文種類:學術論文
論文出版年:2006
畢業學年度:94
語文別:中文
論文頁數:97
中文關鍵詞:組織信任組織公民行為服務品質
外文關鍵詞:Organizational TrustOrganizational Citizenship BehaviorService Quality
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中華電信的成立即將邁入第十一週年,公司的經營導向隨電信普及率之發展有了階段性的變革,由工程建設、營運管理到顧客導向;由官署機關、國營公司進入了民營化公司;電信事業明顯是以客戶為導向之服務業,對於服務品質的重視俾以提升公司營運績效。
  在組織中,同事與同事、員工和主管之間,或者是部門與部門之間,都必須維持合作的關係,以增進組織的共同價值,並在變動不拘的環境中取得優勢。而合作關係的維持和發展,則端賴各方的信任。Daley & Vasu(1998:62)就指出:「信任是組織績效的潤滑劑。組織的監督和領導管理關係如有信任做為潤滑劑,則與工作績效就有密切相關。信任可以產生一個在正面且愉快的環境,員工身處其中可以自由行動。而信任所塑造的組織氣氛,可鼓舞合作關係,使員工專心身邊的工作。」所以,本研究經由相關文獻探討、問卷調查所搜集的資料,以組織信任(包括主管信任、同事信任與系統信任)為自變項,組織公民行為(包括忠誠、參與、服務傳遞)為中介變項,以服務品質(包括有形性、可靠性、反應性、保證性及關懷性)為依變項;以中華電信桃園營運處為研究對象,來探討組織信任與服務品質的關係。提出研究結果,以作為中華電信桃園營運處提升服務品質的參考依據,並依此訂定管理策略。
本論文之主要研究目的如下:

第一、 對組織信任及服務品質的相關理論和內容,進行有系統地和完整地整理與分析探討,並提出整合性的新觀點,以做為國內研究者繼續探討相關主題的參考。
第二、 探討組織信任與組織公民行為的關係。
第三、 探討組織信任與服務品質的關係。
第四、 探討組織公民行為與服務品質的關係。
第五、 探討組織信任、組織公民行為與服務品質之間的關係。
第六、 根據研究結果提出建議,以提供各管理階層參考
本論文之主要研究結果發現:

一、 組織信任愈高,員工愈能表現出組織公民行為。
二、 員工愈表現出組織公民行為,公司愈能提升服務品質。
三、 組織信任與服務品質之間,有顯著的關係存在。
四、 組織公民行為在組織信任與服務品質關係間,具有中介效果存在。

關鍵字:組織信任、組織公民行為、服務品質。
hiungwa Telecom is going to be established for eleven annuals. The management leads to having the evolvement of class character as the common rate of telecom using from the engineering construction, operating management to the leading of customers and also from government organization, state-run business to private company.

In organization, it’s necessary to maintain the relation of corporation between colleagues, employee and superintendent or departments in order to increase the mutual value of the organization and also acquire ascendance, maintain the cooperant relationship and development relying on everyone’s trust in this changeable environment. Daley & Vasu( 1998:62 ) pointed that “ Trust is the antifriction of the efficiency of the organization. If there is believing space between organized administration and managing and leading relation, it will have correlation with working efficiency. Trust produces a positive and pleasant environment where staffs can move liberally. Besides, the atmosphere of organization created by trust can encourage cooperant relationship and make staffs focus themselves on their works.” Therefore, according to the exploration of the concerning document, the data from questionnaire, organization trust including the trust of chiefs, colleagues and systems is auto-change item, and organizational citizenship behavior including loyalty, participation, and service delivery is mid-change item, and service quality including tangibility, reliability, responsibility, assurance and empathy is changeable. To make Taoyuan operation agency act as the research to explore the relation between organization trust and service quality in order to produce researching result and act the result as the reference of the promotion of the service quality and also rule the managing strategy
The following is the destination of this research:
First, arrange and discuss concerning theories and substances of organization trust and service quality systematically and completely, and also create integrate new aspect to act it as the leading of concerning theme for discussion of national researchers.
Second, discuss the relation between organization trust and organizational citizenship behavior.
Third, discuss the relation of organization trust and service quality.
Forth, discuss the relation between organizational citizenship behavior and service quality.
Fifth, discuss the relation among organization trust, organizational citizenship behavior and service quality.
Sixth, according to the research result, offer the advice in order to offer reference for every management status.


The discovery after the result research of this theory:
First, the more organizational trust is, the more organizational citizenship behavior the staff performs.
Second, the more organizational citizenship behavior the staff performs, the more service quality the firm performs.
Third, there is a bright relation between organizational trust and service quality.
Forth, there is mid-efficiency existing between organizational citizenship behavior and service quality.
Key words:Organizational Trust, Organizational Citizenship Behavior, Service Quality
目錄

目錄 --------------------------------------------------------------------------------------------------V

圖目錄 ----------------------------------------------------------------------------------------------VII

表目錄 -----------------------------------------------------------------------------------------------VIII

第一章 緒論 ---------------------------------------------------------------------------------------1

第一節 研究背景與動機 ------------------------------------------------------------------1

第二節 研究目的 ---------------------------------------------------------------------------4

第三節 研究流程 ---------------------------------------------------------------------------5

第四節 研究範圍與對象 ------------------------------------------------------------------6

第二章 文獻探討 ---------------------------------------------------------------------------------11

第一節 組織信任之定義與衡量 ---------------------------------------------------------11

第二節 組織公民行為之定義與衡量 --------------------------------------------------17

第三節 服務品質之定義與衡量 --------------------------------------------------------26

第三章 研究方法 --------------------------------------------------------------------------------36

第一節 研究架構 --------------------------------------------------------------------------36

第二節 研究假設 --------------------------------------------------------------------------37

第三節 研究變數之操作性定義 --------------------------------------------------------41

第四節 問卷設計與抽樣方法 -----------------------------------------------------------42

第五節 統計分析方法 --------------------------------------------------------------------49

第四章 資料分析與結果 -----------------------------------------------------------------------51

第一節 樣本資料統計分析 --------------------------------------------------------------51

第二節 信度與效度 -----------------------------------------------------------------------54

第三節 組織信任與服務品質關係之分析 --------------------------------------------55

第四節 組織信任與組織公民行為關係之分析 --------------------------------------59

第五節 組織公民行為與服務品質關係之分析 --------------------------------------63

第六節 組織信任、組織公民行為與服務品質之因果關係分析 -----------------67

第五章 結論與建議 -----------------------------------------------------------------------------71

第一節 結論 --------------------------------------------------------------------------------71

第二節 研究限制 --------------------------------------------------------------------------77

第三節 後續研究建議 --------------------------------------------------------------------78

參考文獻 --------------------------------------------------------------------------------------------79

附錄一、員工部分問卷 --------------------------------------------------------------------------94

附錄二、顧客部分問卷 --------------------------------------------------------------------------96
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