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研究生:董欣胤
論文名稱:台灣金融業人力資源管理人員才能與內部服務品質關聯性之研究─以組織文化為調節變項
論文名稱(外文):The Relationship between Competence of Human Resource Staffs and Internal Service Quality in Taiwan’s Financial Sector ─ Organization Culture as a Moderator
指導教授:張昌吉張昌吉引用關係
學位類別:碩士
校院名稱:國立政治大學
系所名稱:勞工研究所
學門:社會及行為科學學門
學類:綜合社會及行為科學學類
論文種類:學術論文
畢業學年度:101
語文別:中文
論文頁數:104
中文關鍵詞:人力資源才能內部服務品質組織文化金融業
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金融業務全球化發展,不僅促使金融商品推陳出新,更使銀行、證券、保險業間之業務區隔及差異漸趨模糊,隨著金融組織營運變化快速,人力資源功能對事業體策略與營運作業的配合,需要更能符合市場以及其他從業人員的需求,如何從人力資源管理功能的績效表現來肯定人力資源功能存在的重要性與必要性,對人力資源管理領域的從業人員來說是一項挑戰。在內部行銷的概念下,內部服務品質可以成為衡量績效的標準,提升服務的水準,能給予其他前線的員工更完善的服務來提升其對外部顧客產品與服務的品質,而才能對個人績效與部門績效有正向的影響。本研究從內部顧客的角度,探討台灣金融業人力資源管理人員才能與人力資源內部服務品質之間的關聯性,並以為組織文化為調節變項,希望研究結果能提供組織施行人力資源措施時對人資人員與內部顧客更多的協助。

研究發現,在金融業之中,人力資源管理人員所具備之信任推動、人才與組織發展、策略規劃與作業執行等四項才能對人力資源部門所提供的內部服務品質有顯著的正向影響,而創新型與支持型之組織文化對人力資源內部服務品質有正向影響,同時也在才能與內部服務品質的關係之間,具備調節效果。

金融業裡不同行業在人力資源才能、內部服務品質與組織文化的構面中,存在著差異性,本研究找出與各項內部服務品質具有影響性的才能項目,人力資源部門如需提升所針對的內部服務品質項目,可透過研究結果增強各該項才能。在組織文化的調節作用中,針對銀行業,對組織處於較低創新型與支持型文化的人力資源部門來說,應該更重視信任推動、人才/組織發展、策略規劃與作業執行等人力資源管理人員才能的提升,來滿足內部顧客對內部服務品質的需求;而在保險業中,組織處於較高創新型文化,企業連結的才能更顯重要,應瞭解組織營運的模式與工作流程,方能提升整體的人力資源內部服務品質。

目錄 III
表目錄 V
圖目錄 VII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究範圍 4
第二章 文獻探討 5
第一節 人力資源管理人員才能 5
第二節 內部服務品質 22
第三節 組織文化 29
第四節 研究假設 31
第三章 研究方法 34
第一節 研究架構與流程 34
第二節 研究構面操作性定義與量表選擇 37
第三節 研究對象與樣本整理 40
第四節 資料分析方法 42
第五節 研究工具信度與效度分析 44
第四章 研究結果 62
第一節 控制變項對於研究構面間之差異分析 62
第二節 研究變項之典型相關分析 68
第三節 研究變項之迴歸分析 73
第四節 研究假設結果 84
第五章 結論與建議 86
第一節 研究結論 86
第二節 管理意涵 89
第三節 研究限制與後續研究建議 91
參考文獻 93


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網路資料
主計處http://www.dgbas.gov.tw/mp.asp?mp=1
金融監督管理委員會http://www.fsc.gov.tw/ch/
財團法人保險事業發展中心網站http://www.tii.org.tw/index.asp

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