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研究生:吳坤明
研究生(外文):Kun-Ming Wu
論文名稱:服務創新與服務品質對會員加入工會行為意向之研究-以高雄市保險業務職業工會會員為例
論文名稱(外文):The research of aspiration of joining in Union which is according to its Innovation and quality of service: The example of Kaohsiung Insurance Business Union
指導教授:黃義俊黃義俊引用關係
指導教授(外文):Yi-Chun Huang
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:高階經營管理研究所碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:115
中文關鍵詞:職業工會服務創新服務品質行為意向
外文關鍵詞:Vocational labor unionsinnovative serviceQuality of Servicebehavior intention
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依據高雄市政府勞工局截至2012年4月9日之公告資料得知,高雄市現有之職業工會數為624家,而原高雄市在合併高雄縣前的職業工會數為354家。因此,職業工會應確保維持職業工會組織之健全,並強化職業工會的任務與功能,繼而朝「多功能」與「服務型」的職業工會發展。本研究主要目的係在探討服務創新活動與服務品質對會員行為意向之影響,藉以提供職業工會及其他非營利組織,作為將來發展服務創新活動之參考。依據本研究相關領域之文獻探討,我們發現對於職業工會之服務創新與服務品質之研究相當欠缺;因此,本研究為達研究目的,逐針對高雄市保險業務職業工會之會員為研究對象,並以目前該工會所實施之服務創新活動,進行便利抽樣問卷,以探討服務創新活動與服務品質對會員行為意向之影響。
本研究共計回收352份問卷,無效問卷28份,有效問卷為324份。本研究透過假設驗證,實證結果顯示服務創新活動對會員行為意向之忠誠度有正向影響,又服務創新活動對會員行為意向之轉換有部分正向影響,而在會員行為意向之付更多方面,則傾向不支持;另外在服務創新之新服務創新部分,則會對會員行為意向之付更多有正向影響,顯示職業工會若能開創新服務,會員是有可能或願意支付較多會費的。
According to published data from the Labor Affairs Bureau of Kaohsiung City Government as of 2012 April 9, there are 624 professional labor unions in Kaohsiung City, while before the combine of Kaohsing City and Kaohsiung County, there are only 354 professional labor unions in existence. Therefore, they should make sure that their union is sound and stable, by strengthening their missions and functions, thereby developing toward a multifunctional and service oriented organization. The aim of this research is to probe into the effects of innovative and quality service, and how it affects the membership of professional labor unions, and also to contribute to reference materials for professional labor unions and non-profit organizations to develop innovative services for their future endeavor. According to this research, the materials on innovative and quality services of professional labor unions are seriously lacking, hence in order to conclude at the aim of this reseach, the research pursue and targeted the different professional labor unions of Kaohsiung City as object of study, and using the current innovative services being implemented by these organizations, as the object of sampling and questionairres, to find out how these innovative and quality services would affect the member behaviorism.
This reseach feedback 352 questionaires, 28 of which is not effective. The research uses hypothetical and factual testing to show results that innovative activities do have a positive effect on maintaining member loyalty behaviorism, and these innovative activities also have positive effect on membership intensions. Also in the portion of creating new innovative activites, it would have a positive effect on member inclinations, showing that if the labor unions could create innovative services, their members would or be willing to pay more for union fees.
第一章 緒論……………………………………………………………………1
第一節 研究背景…………………………………………………………1
第二節 研究動機…………………………………………………………3
第三節 研究目的…………………………………………………………4
第四節 研究範圍…………………………………………………………4
第五節 研究流程…………………………………………………………5
第二章 文獻探討………………………………………………………………6
第一節 職業工會的組織源起與發展……………………………………6
第二節 行為意向…………………………………………………………22
第三節 服務創新…………………………………………………………29
第四節 服務品質…………………………………………………………41
第五節 高雄市保險業務職業工會創新活動簡介………………………50
第三章 研究方法………………………………………………………………53
第一節 研究架構…………………………………………………………53
第二節 研究假說…………………………………………………………54
第三節 操作性定義、問卷設計與衡量…………………………………56
第四節 研究對象與問卷計分……………………………………………60
第五節 資料分析方法……………………………………………………61
第四章 資料分析與結果………………………………………………………63
第一節 問卷回收與樣本結構分析………………………………………63
第二節信度分析…………………………………………………………65
第三節敘述性統計分析…………………………………………………65
第四節 相關分析…………………………………………………………73
第五節 人口統計與各構面之差異分析…………………………………74
第六節 迴歸分析…………………………………………………………83
第五章 結論與建議……………………………………………………………89
第一節 研究結論…………………………………………………………89
第二節 管理意涵…………………………………………………………91
第三節 研究貢獻…………………………………………………………92
第四節 建議………………………………………………………………93
第五節 研究限制與後續研究建議………………………………………93
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