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研究生:陳世昌
論文名稱:工作滿足、組織承諾與組織公民行為間關係之研究-以大台北地區銀行業從業人員為例
指導教授:賴明政賴明政引用關係
學位類別:碩士
校院名稱:國立臺北商業技術學院
系所名稱:商學研究所
學門:商業及管理學門
學類:一般商業學類
論文種類:學術論文
畢業學年度:96
語文別:中文
論文頁數:87
中文關鍵詞:工作滿足組織承諾組織公民行為
外文關鍵詞:Job SatisfactionOrganizational CommitmentOrganizational Citizenship Behavior
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銀行業在經濟活動中扮演調節資金供需的中介角色,與經濟發展具有密不可分的關係。台灣早期銀行業安穩的經營環境,使得本國銀行業者普遍缺乏創新的觀念,開放新銀行設立後,在大量新進業者加入市場並提供幾乎完全相同的金融產品下,銀行業者只能採取價格作為吸引客戶的主要手段。相對於本國銀行業者,在台外商銀行在同時間憑藉著創新及彈性,而取得較好的授信品質及收益,可知銀行營運績效的良窳不在規模的大小,而在於創新的程度高低。企業由人所組成,創新更必須仰賴人員來進行,因此人力資源是企業最重要的資產。在當前全球化影響力不斷擴大之下,包含銀行業在內的所有組織面對不確定性也愈來愈高,企業必須更加依賴員工主動的執行某些角色要求以外的行為,方能促使組織目標的達成,此則突顯強調員工自發行為的「組織公民行為」議題對於企業之重要性。相關文獻指出,員工的工作滿足與組織承諾是影響組織公民行為最重要的前因變數,但學者甚少進行對三者關係之研究,為此本研究擬對工作滿足、組織承諾與組織公民行為三者間的關係進行實證探討。本研究以大台北地區761位本國銀行從業人員為樣本所進行之實證研究結果發現,在員工工作滿足方面,僅有部份構面對組織公民行為有顯著之正向影響,員工之外在滿足對組織公民行為之利他行為及運動家精神之影響並不顯著;員工工作滿足則對組織承諾有顯著正向影響;在員工組織承諾方面,亦僅有部份構面對組織公民行為有顯著之正向影響,留職承諾對利他行為及公民美德之影響並不顯著。針對本研究結果,建議銀行業者應1.建立公平的升遷及薪酬制度;2.深化員工在職訓練教育;3.挑選與銀行價值觀適配之新進從業人員。
The banking industry plays a channeling role in adjusting funds supplies and demands for economic activities. It is indispensable in economic development. In early times Taiwan’s banking industry provided a steady operating environment, making Taiwanese bankers were largely lack of innovative ideas. But after new banks were allowed to this industry, bankers can only adopt price competition as a major means to drawing clients, because a massive amount of new entrants provide almost homogeneous financial products. In contrast to domestic banks, Taiwan’s foreign banks are both innovative and resilient, thereby enabling them to enhance lending qualities and revenues. This evidences that banking performance does not lie in sizes of scale, but in the extent of innovation.
An enterprise is composed of people, so innovation must rely on people. Human resources are therefore the most critical asset to the enterprise. As the influence of globalization continues to expands, all organizations including banks are faced with ever-increasing uncertainty. To achieve organizational objectives, an enterprise therefore must be far more dependent on its employees to perform some extra roles. This highlights the importance to the enterprise of its employees’ automatically motivated behavior, which is known as the topic of Organizational Citizenship Behavior.
Some studies in the literature say, employees’ work satisfaction and organizational commitment are two independent variables that affect organizational civil behavior. Yet there are rare studies on the interrelations of the three variables. For this sake, the present study is aimed at empirically examining the question of how work satisfaction, organizational commitment and organizational civil behavior are interrelated. This study is based on a greater-Taipei area sample of 761 employees of domestic banks. Its empirical findings are summarized as follows: (1) The factor of employees’ job satisfaction only partially has a positive impact on organizational citizenship behavior, while employees’ external satisfaction has insignificant effects on the altruistic part of organizational behavior and sportsmanship; (2) Employees’ job satisfaction has a significant, positive impact on organizational commitment; (3) As to the factor of employees’ organizational commitment, it only partially has a positive impact on organization civil behavior, with the sub-factor “retention commitment” exerting insignificant effects on altruism and civic virtue. From results of the study, it is suggested that bankers should act to do the following: 1. Establishing a fair system of employees’ performance assessment and wages rewarding; 2. Deepening employees on-job training; 3. Selecting new employees who share the same values with the bank.
中文摘要 i
英文摘要 ii
誌謝 iv
目錄 v
圖目錄 vii
表目錄 viii
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 5
1.3 研究目的 7
1.4 研究程序 8
第二章 文獻探討 9
2.1 工作滿足 9
2.1.1 工作滿足的定義 9
2.1.2 工作滿足組成構面 11
2.1.3 工作滿足相關理論 12
2.1.4 工作滿足的衡量 16
2.1.5 工作滿足的相關研究 17
2.2 組織承諾 18
2.2.1 組織承諾的定義 18
2.2.2 組織承諾組成構面 21
2.2.3 組織承諾相關理論 22
2.2.4 組織承諾的衡量 24
2.2.5 組織承諾的相關研究 26
2.3 組織公民行為 28
2.3.1 組織公民行為的定義 28
2.3.2 組織公民行為組成構面 29
2.3.3 組織公民行為相關理論 31
2.3.4 組織公民行為的相關研究 33
2.4 變項關聯性探討 34
2.4.1 工作滿足與組織公民行為的關係 34
2.4.2 工作滿足與組織承諾的關係 34
2.4.3 組織承諾與組織公民行為的關係 35
2.5 小結 36
第三章 研究設計與研究方法 38
3.1 研究架構與研究假設 38
3.1.1 研究架構 38
3.1.2 研究假設 39
3.2 變數衡量與問項 40
3.2.1 工作滿足的衡量工具及方式 40
3.2.2 組織承諾的衡量工具及方式 41
3.2.3 組織公民行為的衡量工具及方式 42
3.3 研究對象與抽樣方法 44
3.4 問卷發放及回收 45
3.5 樣本結構 46
3.6 統計分析方法 47
第四章 研究結果與討論 49
4.1 信度分析 49
4.2 研究變項之敘述性統計分析 53
4.3 相關分析 56
4.3.1 工作滿足與組織公民行為之相關性 57
4.3.2 工作滿足與組織承諾之相關性 57
4.3.3 組織承諾與組織公民行為之相關性 58
4.4 迴歸分析 58
4.4.1 工作滿足對組織公民行為之影響效果分析 58
4.4.2 工作滿足對組織承諾之影響效果分析 59
4.4.3 組織承諾對組織公民行為之影響效果分析 60
4.5 其他研究發現 61
4.5.1 工作滿足整體構面之差異分析 61
4.5.2 組織承諾整體構面之差異分析 62
4.5.3 組織公民行為整體構面之差異分析 64
第五章 結論與建議 65
5.1 研究結論 65
5.2 管理意涵 69
5.3 研究建議與限制 71
參考文獻 73
附錄:問卷 85
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