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研究生:王惠琴
研究生(外文):Wang, Hui-Chin
論文名稱:組織文化、員工工作滿意度、組織承諾及離職傾向關係之探討︰以臺灣觀光旅館為例
論文名稱(外文):A Study of the Relationships among Organizational Culture, Job Satisfaction, Organizational Commitment and Turnover Intention: A Case of the Tourist Hotels in Taiwan.
指導教授:蔡長清蔡長清引用關係
指導教授(外文):Tsai, Chang-Ching
口試委員:陳慧玲梁仲正
口試委員(外文):Chen, Hui-lingLiang, Jong-Jen
口試日期:2015-07-21
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:觀光與餐旅管理研究所
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
論文出版年:2015
畢業學年度:103
語文別:中文
論文頁數:138
中文關鍵詞:組織文化組織承諾工作滿意度離職傾向觀光旅館
外文關鍵詞:organizational cultureorganizational commitmentjob satisfactionturnover intentiontourist hotel
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本研究以臺灣地區觀光旅館員工為研究對象,探討組織文化、員工工作滿意度、組織承諾與離職傾向之間的關係。主要目的在於尋求觀光旅館業高離職率的解決對策,藉由旅館良好的組織文化,提高員工工作滿意度,增強組織承諾進而降低員工離職傾向的觀點,據此,本研究建立研究假設模型。
本研究將臺灣地區觀光旅館區分為北、中、南、東部共四區,採便利抽樣法蒐集觀光旅館員工問卷,於2015年5月1日至2105年5月31日為期一個月進行問卷發放與回收。以郵寄方式,全部總共發出600份問卷,回收有效問卷456份,有效回收率為76%。資料分析方法包括描述性分析、信度分析、單因子變異數分析、因素分析及結構方程式等。結構方程式模式分析︰結果顯示,研究假設全部得到支持。實證結果發現在組織文化構面中,市場導向文化與員工導向文化會正向影響員工工作滿意度;而員工工作滿意度會正向影響組職承諾;組織承諾構面中,價值承諾會正向影響離職傾向,而留職承諾則對離職傾向有負向影響。
因此,本研究認為觀光旅館業在經營理念上,應將「員工」視為內部顧客,旅館內部對員工的服務好與壞,對提供外部的服務品質相對的具有影響力。也就是說旅館員工受到旅館良好的照顧後,員工工作滿意度會提高。而員工工作滿意度提高則組織承諾也會相對地提高。當員工組織承諾提高,員工就不會輕易提出離職。所以,本研究最後建議觀光旅館在經營理念上,應優先建立良好的「組織文化」,即可降低員工離職率。

This study will investigate the relationships among the organizational culture, job satisfaction, organizational commitment and turnover intention and use tourist hotel employees in Taiwan as subjects. The main propose is to seek a better strategy to help solve tourist hotel industry's high turnover rate. A good hotel organizational culture may improve job satisfaction, organizational commitment and further reduce employee intention. Therefore, a hypothesis model has been established in this study.
This study will divide tourist hotels in Taiwan to four areas, including north, central, south, and east. A total of 600 questionnaires were issued to hotel employees by convenience sampling and 456 questionnaires were valid. The effective rate was 76%. The data were analyzed by descriptive statistics, reliability analysis, one-way ANOVA and structural equation model. The results show that all hypotheses are supported. As to organizational culture dimensions, market-oriented culture and employee-oriented culture will positively affect job satisfaction; and employee satisfaction will positively affect the organizational commitments. As to organizational commitment dimensions, the value of the commitment will positively affect the turnover intention and commitment to the retention has a negative impact on turnover intention.
Thus, this study suggests that tourist hotel industry should treat employees as internal customers in the management philosophy. The hotel treat employees good or bad will affect the quality of customer service. If the hotel takes good care of employees, then will improves job satisfaction. A higher job satisfaction will have a higher organizational commitment relatively. The employees won’t easily resign with a higher organizational commitment. Therefore, a final recommendation on tourist hotel management is in priority to establish a good organizational culture to reduce employee turnover rate.

目錄
中文摘要 i
英文摘要 iii
誌謝 v
目錄 vi
表目錄 x
圖目錄 xii
第一章 緒論 1
1.1研究背景與動機 1
1.2研究目的 5
1.3研究流程 5
1.4研究範圍與限制 7
1.4.1研究範圍 7
1.4.2研究限制 7
1.5重要詞彙解釋 7
1.5.1組織文化 7
1.5.2員工工作滿意度 8
1.5.3組織承諾 8
1.5.4離職傾向 9
1.5.5觀光旅館 9
第二章 文獻探討 13
2.1組織文化 13
2.1.1組織文化的定義 13
2.1.2組織文化的形成 17
2.1.3組織文化的衡量構面 17
2.1.4組織文化之相關研究 20
2.1.5組織文化之小結 24
2.2員工工作滿意度 26
2.2.1員工工作滿意度的定義 26
2.2.2員工工作滿意度的類型 29
2.2.3員工工作滿意度之衡量構面 30
2.2.4員工工作滿意度之相關研究 32
2.2.5員工工作滿意度之小結 35
2.3組織承諾 36
2.3.1組織承諾的定義 36
2.3.2組織承諾的類型 38
2.3.3組織承諾之構面 40
2.3.4組織承諾之相關研究 43
.2.3.5組織承諾之小結 46
2.4離職傾向 47
2.4.1離職傾向的定義 47
2.4.2離職傾向之模式 49
2.4.3離職傾向之衡量構面 49
2.4.4離職傾向之相關研究 51
2.4.5離職傾向之小結 55
2.5觀光旅館 55
2.5.1觀光旅館的定義 55
2.5.2觀光旅館的分類 56
2.5.3觀光旅館之小結 56
2.6組織文化與員工工作滿意度之關係 57
2.7員工工作滿意度與組織承諾之關係 58
2.8組織承諾與離職傾向之關係 60
第三章 研究方法 62
3.1研究架構 62
3.2研究假設 62
3.3資料蒐集過程 63
3.4研究對象 63
3.4.1問卷前測 65
3.4.2正式施測 65
3.5問卷設計 66
3.5.1組織文化 66
3.5.2員工工作滿意度 68
3.5.3組織承諾 69
3.5.4離職傾向 70
3.5.5人口統計變項 71
3.6資料分析 73
3.6.1敘述性統計分析 73
3.6.2相關分析 73
3.6.3因素分析 73
3.6.4單因子變異數分析 74
3.6.5驗證性因素分析 74
3.6.6結構方程模式 74
第四章 研究結果 75
4.1樣本個人背景分析 75
4.2個人背景與各構面上認知之差異分析 78
4.3資料分析 86
4.4驗證性因素分析 87
4.5結構模型配適度評估 95
第五章 結論與建議 99
5.1結論 99
5.2建議 102
5.3未來研究建議 105
參考文獻 106
附錄一 124
附錄二 127

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1. 高科技產業員工的工作價值觀與工作滿意度對離職傾向影響之研究-以組織承諾為中介變項
2. 領導風格、組織文化、員工忠誠度對離職傾向影響之研究-以保險公司雲嘉南地區外勤通訊處為例
3. 領導風格、組織文化與離職傾向之相關性研究 -以陸軍航空部隊為例
4. 人格特質、情緒智力與離職傾向關係之研究
5. 組織文化、領導風格、組織承諾與離職傾向之關係-以餐飲服務業為例
6. 角色壓力、工作滿意度與離職傾向關係之研究
7. 高績效工作系統與組織公民行為之研究 ─以組織文化為調節變項
8. 人格特質、工作特性、領導型態、工作滿足感與離職傾向關係之研究-以科技業工程師為例
9. 企業社會責任實施現狀認知、員工工作滿意度與離職傾向關係之探討─以A公司為例
10. 壽險業師徒功能及組織承諾對工作績效及離職傾向的影響
11. 工作滿意度對離職傾向之影響-以工作訓練滿意度為中介變項
12. 主管領導風格、組織文化、情緒智力與組織承諾關係之研究-以製造業T公司為例
13. 製造業人員人格特質、工作滿意度、組織承諾之影響性研究:以南部螺絲扣件製造廠為例
14. 主管領導對工作滿意度與留任意願影響之研究---以觀光旅館廚師為例
15. 公司主管領導風格、組織文化、工作滿意與員工離職傾向之研究─以南部某家科技公司為例