臺灣博碩士論文加值系統

為順應國際間金融自由化與國際化的潮流，我國也積極的進行金融改革，陸續解除了各項金融管制，使得銀行業發展快速，競爭也越趨激烈，我國金融整體發展邁入了新的紀元。要在如此競爭的環境下脫穎而出，良好的服務品質便成了銀行業獲得成功之關鍵要素。經國外文獻證實，公司之獲利與成長是來自顧客的滿意度與忠誠度，而顧客的滿意度與忠誠度又是由忠誠且滿意的員工所創造出來的，所以，內部服務品質對於員工之影響實不容銀行業所忽視。
本研究為探討銀行業內部服務品質對員工之影響，分析了內部服務品質、員工工作投入、工作滿意度與離職傾向之間的關連性，並採問卷調查的方式，以敍述性統計分析、因素分析、信度效度分析、單因數變異數分析、獨立樣本t檢定、相關分析及迴歸分析等統計方法對其結果作解釋，期以幫助銀行業訂立一套適合的制度來提升員工工作之滿意度並進而創造銀行之獲利與成長。
由所回收之問卷資料分析結果得到以下結論：1.組織內部服務品質對員工工作滿意度具有部份顯著性影響；2.組織內部服務品質對員工離職傾向具有部份顯著性影響；3.組織內部服務品質對員工工作投入具有部份顯著性影響；4.員工工作投入對工作滿意度具有部份顯著性影響；5.員工工作投入對離職傾向具有部份顯著性影響；6.員工工作滿意度對離職傾向具有完全顯著性影響；7. 個人屬性不同在內部服務品質、工作投入、工作滿意度與離職傾向上會有部份顯著性的差異。

The global trend toward the liberalization of financial services has motivated significant reforms in Taiwan's financial markets, which include the lifting of a wide range of financial regulations and restrictions. These financial reforms make possible fast-growing banking systems as well as unprecedented competition and, most importantly, herald the coming of a whole new era for banking services. Under such dynamic macro environments, service quality becomes a key factor determining whether a banking system can stand out among others. The literature suggests that the profits and growth in an organization are decided by the degree of satisfaction and loyalty of its customers, which in turn are the results of the same elements perceived by it employees. It is therefore concluded that as far as the banking systems are concerned the importance of the banking system’s internal service quality has significant impacts on its employees, which can never be overlooked.
This study explores the relationship among the internal service quality of the banking system, employees’ perceived job satisfaction, the job involvement, and the turnover intention of the employees by using the questionnaire surveys along with several relevant statistical methods. It is anticipated that the result of this study could help establish a suitable human resource system for the banking industry to improve employees’ job satisfaction which will facilitate the growth of the bank.
Based on the data collected, the following research findings are obtained: (1) the internal service quality of an organization has a partially significant impact on the perceived satisfaction of the employees, (2) the internal service quality of an organization has a partially significant impact on the employees’ turnover intention, (3) the internal service quality of an organization has a partially significant impact on the employee’s job involvement, (4) the employee’s job involvement has a partially significant impact on their job satisfaction, (5) the employees’ job involvement has a partially significant impact on their turnover intention, (6) the employees’ job satisfaction has a significant impact on their turnover intention, and(7) The employees' attributes have a partially significant impact on their perceptions of the internal service quality of a corporation, job involvement, job satisfaction, and turnover intention.

目 錄
頁次
中文摘要 I
英文摘要 II
誌謝 III
目錄 IV
圖目錄 V
表目錄 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
第三節 研究流程 2
第二章 文獻探討 4
第一節 內部服務品質 4
第二節 工作滿意度 9
第三節 離職傾向 15
第四節 工作投入 23
第五節 各構面之相關性探討 28
第三章 研究方法 32
第一節 研究架構與假設 32
第二節 構面因素操作性定義及問卷設計 33
第三節 抽樣對象與資料收集過程 35
第四節 統計分析方法 36
第四章 資料分析與結果 38
第一節 敍述性統計分析 38
第二節 因素分析與信效度檢定 43
第三節 差異性分析 51
第四節 相關分析 67
第五節 迴歸分析 68
第五章 結論與建議 75
第一節 研究結果與討論 75
第二節 研究限制 78
第三節 建議 78
參考文獻 80
附錄一 問卷題目設計 88
附錄二 研究問卷 89


圖 目 錄

圖1-1 本研究流程圖...........................................................................................3
圖2-1 服務利潤鏈模型.......................................................................................5
圖2-2 內部服務品質模式...................................................................................7
圖2-3 工作滿意前因後果相關變項圖.............................................................14
圖2-4 離職型態的分類.....................................................................................16
圖2-5 Mobley之員工離職決策過程模式.........................................................18
圖2-6 員工退縮行為過程模式.........................................................................19
圖2-7 Bluedorn之離職統合模型......................................................................20
圖2-8 Arnold與Feldman工作離職過程模式...................................................21
圖2-9 Jackofsky之離職過程模式.....................................................................22
圖2-10 員工離職模式.......................................................................................23
圖2-11 Brown之工作投入理論架構................................................................26
圖3-1 本研究架構.............................................................................................32
圖4-1 修正後研究架構圖.................................................................................50
圖4-2 徑路分析圖.............................................................................................74





















表 目 錄

表2-1 內部服務品質因子組成表.......................................................................8
表2-2 內部服務品質因子名稱與定義...............................................................9
表2-3 國內外學者對工作滿意度之定義.........................................................10
表3-1 內部服務品質操作性定義.....................................................................33
表3-2 個人屬性之操作性定義.........................................................................35
表3-3 銀行問卷發放回收情形.........................................................................36
表4-1 研究樣本結構表.....................................................................................39
表4-2 內部服務品質各問項之平均數與標準差.............................................41
表4-3 工作投入各問項之平均數與標準差.....................................................42
表4-4 工作滿意度各問項之平均數與標準差.................................................43
表4-5 離職傾向各問項之平均數與標準差.....................................................43
表4-6 內部服務品質之因素分析結果.............................................................45
表4-7 工作投入之因素分析結果.....................................................................46
表4-8 離職傾向之因素分析結果.....................................................................46
表4-9 內部服務品質因素信度與效度檢定.....................................................48
表4-10 工作投入因素信度與效度檢定...........................................................49
表4-11 離職傾向因素之信度與效度檢定.......................................................49
表4-12 個人屬性對「績效管理」之差異分析...................................................52
表4-13 個人屬性對「資源設備」之差異分析...................................................53
表4-14 個人屬性對「團隊合作」之差異分析...................................................54
表4-15 個人屬性對「工作協調」之差異分析...................................................55
表4-16 個人屬性對「目標設立」之差異分析...................................................56
表4-17 個人屬性對「職責劃分」之差異分析...................................................57
表4-18 個人屬性對「教育訓練」之差異分析.................................................58
表4-19 個人屬性對「工作趨避」之差異分析.................................................59
表4-20 個人屬性對「工作專注」之差異分析...................................................60
表4-21 個人屬性對「敬業精神」之差異分析.................................................61
表4-22 個人屬性對「工作責任感」之差異分析.............................................62
表4-23 個人屬性對「工作努力」之差異分析...................................................63
表4-24 個人屬性對工作滿意度之差異分析...................................................65
表4-25 個人屬性對離職傾向之差異分析.......................................................66
表4-26 各構面變項之相關分析.......................................................................67
表4-27 內部服務品質對工作投入迴歸分析結果...........................................69
表4-28 內部服務品質對工作滿意度迴歸分析結果.......................................69
表4-29 內部服務品質對離職傾向迴歸分析結果...........................................70
表4-30 工作投入對工作滿意度迴歸分析結果...............................................71
表4-31 工作投入對離職傾向迴歸分析結果...................................................71
表4-32 工作滿意度對離職傾向迴歸分析結果...............................................72
表4-33 整體內部服務品質對工作投入迴歸分析結果...................................73
表4-34 內部服務品質、工作投入與工作滿意度迴歸分析結果.....................73
表4-35 內部服務品質、工作投入、工作滿意度與離職傾向迴歸分析結果...74
表5-1 研究假說驗證表.....................................................................................77

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