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博碩士論文 etd-0611105-010717 詳細資訊
Title page for etd-0611105-010717
論文名稱
Title
企業內部E化服務對員工滿意度影響之研究-以楠梓加工區IC封裝測試業為例
A STUDY OF EMPLOYEE SATISFACTION FOR ENTERPRICE INSIDE E-SERVICE - Nan Zi export processing zone IC encapsulation and testing factory as example
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
110
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2005-05-28
繳交日期
Date of Submission
2005-06-11
關鍵字
Keywords
企業資源規劃、員工關係管理、供應鏈管理、顧客關係管理、企業內網路、電子商務、電子化企業、企業外網路
Customer Relationship Management, Electronic Commerce, Enterprise Resources Planning, Intranet, Employee Relationship Management, Extranet, Supply Chain Management, e-Business
統計
Statistics
本論文已被瀏覽 5711 次,被下載 31
The thesis/dissertation has been browsed 5711 times, has been downloaded 31 times.
中文摘要
摘 要
近年來企業隨著國際化的腳步越來越加速,造成不僅產品的國際化競爭,也引伸人力資源的國際化流動。人力資源於近幾年來逐漸受到各企業的重視,也相對的投入更多的資源於人員的選、用、育、留工作上。伴隨著產業的國際化、自由化與全球競爭者的湧入下,如何將人才留住並給予充分的發展與發揮,尤其在高科技產業中已形成重要的工作。當企業逐漸瞭解與重視客戶關係管理的重要性之餘,強調客戶的滿意、注重服務的品質,然而我們發現企業員工的工作態度也是影響顧客滿意度的重要因素之一。試想,對自己的工作不滿意的員工也勢必將這樣的情緒帶給週圍的人,包括我們寶貴的客戶在內。
近年來由德勤顧問公司提出的“員工關係管理”(ERM)理論。該理論強調通過對企業員工業績的最佳化管理來驅動企業總體經營目的的實作,從策略、運營、績效和報酬管理以及學習和發展等四個層面全面闡述了如何最大限度的利用企業最寶貴的人力資源,以實作企業的發展目的,即股東價值的提昇。因此本研究的目的是想藉由科技工具的引進,探討企業內部e-Service對員工滿意度的提升與人員的育、留等相關影響分析。以作為提供企業導入與設計e-Service的步驟與參考。
本研究將以高雄楠梓加工出口區半導體封裝測試廠的員工作為研究調查對象,嘗試建立一研究架構,包含相關企業e-Service的機能與員工滿意度的關係,進而影響員工關係管理的效益。經由分析結果得知,e-Service與內部服務品質之間具有正向關係,內部服務品質與員工滿意度之間具有正向關係,員工滿意度與員工忠誠度之間具有正向關係,而e-Service與員工滿意度之間亦有正向關係。
並根據分析結果對楠梓加工業區半導體封裝測試廠提出建議,建議可以提升企業內部E化服務品質,建構E化服務的項目,加強E化服務專業人員的訓練,訂定一套適當的員工獎酬制度以提升員工的滿意度與忠誠度,進而創造企業與員工雙贏的結果。
Abstract
Abstract
In recent years enterprise along with internationalize footfall more and more accelerate, result in not only product's internationalization competition, draw stretch manpower's internationalization flow too 。Manpower gradually receive each industrial recognition in the last few years, introjections more resource in personnel's selection, appraisal, reward, development too。Enterprise is along with industry's internationalization, liberalization and under global competitor's entry, how to detain a man of talent and grant full development, have already formed important job at high-tech industry especially 。As enterprise gradually know with think well of CRM's importance , emphasize on consumer's satisfaction, make a point of ministrant quality, but we discover enterprise personnel's working attitude is affection customer degree of satisfaction's important factor one of the too 。Just think, the person of dissatisfied its job will such emotion brings to enclose person too, include our precious consumer internal.
In recent years by Deloitte & Touche LLP consultant company brings up "Employee Relationship Management " (ERM) theory。Should theory emphasizes on pass personnel achievement's best melt administration to drive enterprise collectivity management aim's really do to enterprise, from strategy, operation, performance and reward management and study and develop wait for four levels overall expound how to maximum's take advantage of enterprise the preciousness human resource, as really do industrial development aim, that is stockholder value's promotion 。So the objective of this research want by means of by science and technology tool's import, inquire into enterprise inside e-Service degree of satisfaction's promotion and personnel's development and reward for relative affection analysis 。As provide enterprise develop inside e-Service system.
This research will as Kaohsiung Nan Zi export processing zone semiconductor encapsulation and testing factory's personnel as research investigation object, try establish a research framework, contain relative enterprise e-Service's enginery with personnel degree of satisfaction's relation, and further affection personnel relation regulatory benefit. The results show that there are positive correlations between e-Service and internal service quality, internal service quality and employee satisfaction, employee satisfaction and employee loyalty.
According to the results, there are some suggestions to Nan Zi export processing zone semiconductor encapsulation and testing factory, suggestion can promote enterprise inside e-Service quality of service, construct e-Service is ministrant project, strengthen e-Service serve professional's training, build an adequate reward system to improve employee satisfaction and loyalty, and further create enterprise with personnel pair of win result.
目次 Table of Contents
目 錄
摘 要 ii
Abstract iii
誌謝詞 v
目 錄 vi
表目錄 viii
圖目錄 x
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 研究步驟與流程 3
第二章 文獻探討 5
第一節 企業e化與企業內部e-Service的理論探討 5
第二節 員工關係管理之理論探討 10
第三節 內部服務品質與員工滿意度 12
第四節 員工忠誠度 20
第五節 e-Service對員工滿意度的探討 22
第三章 研究方法 30
第一節 研究架構 30
第二節 研究假設 36
第三節 研究變數之操作性定義 37
第四節 問卷設計與抽樣方法 40
第五節 資料統計分析方法 46
第四章 e-Service對員工滿意度實證結果分析 48
第一節 樣本敘述性分析 48
第二節 因素分析 58
第三節 信度與效度分析 64
第四節 e-Service、內部服務品質、員工滿意度與忠誠度分析 67
第五節 研究假設之驗證結果 81
第五章 結論與建議 82
第一節 結論與研究發現 82
第二節 討論 84
第三節 後續研究之建議 87
參考文獻 88
附錄一 正式問卷 94

表目錄
表2-1 內部服務品質組成 15
表3-1 e-Service與員工滿意因素對應關係 35
表3-2 內部服務品質構面與問項 40
表3-3 員工滿意度構面與問項 42
表3-4 員工忠誠度構面與問項 43
表3-5 E化服務品質構面與問項 43
表3-6 問卷對象及回收份數與回收率 45
表4-1 問卷回收率與有效率 48
表4-2內部服務品質、員工滿意度、員工忠誠度、E化服務之敘述性統計分析 49
表4-3員工樣本基本資料分析 51
表4-4 個人變項與E化服務品質構念得分情形 54
表4-5 個人變項與內部服務品質構念得分情形 55
表4-6 個人變項與員工滿意度構念得分情形 56
表4-7 個人變項與員工忠誠度構念得分情形 57
表4-8內部服務品質因素分析 59
表4-9員工滿意度因素分析總表 60
表4-9-1員工滿意度因素分析 61
表4-10員工忠誠度因素分析 62
表4-11 E化服務品質因素分析 63
表4-12內部服務品質信度分析 64
表4-13員工滿意度信度分析 65
表4-14員工忠誠度信度分析 65
表4-15 E化服務品質信度分析 66
表4-16 整份問卷的信度分析 66
表4-17 E化服務品質與內部服務品質之Pearson 相關分析 67
表4-18內部服務品質與員工滿意度之Pearson 相關分析 68
表4-19員工滿意度與員工忠誠度之Pearson 相關分析 69
表4-20 E化服務品質與員工滿意度之Pearson 相關分析 70
表4-21 E化服務品質與內部服務品質之典型相關係數檢定表 71
表4-22 E化服務品質與內部服務品質之典型相關分析摘要表 71
表4-23 內部服務品質與員工滿意度之典型相關係數檢定表 73
表4-24 內部服務品質與員工滿意度之典型相關分析摘要表 73
表4-25 內部服務品質與員工滿意度之典型相關係數檢定表 75
表4-26 員工滿意度與員工忠誠度之典型相關分析摘要表 75
表4-27 E化服務品質與內部服務品質之簡單迴歸分析 77
表4-28 E化服務品質與內部服務品質之逐步迴歸分析 77
表4-29 內部服務品質與員工滿意度之簡單迴歸分析 78
表4-30 內部服務品質與員工滿意度之逐步迴歸分析 78
表4-31 員工滿意度與員工忠誠度之簡單迴歸分析 79
表4-32 員工滿意度與員工忠誠度之逐步迴歸分析 79
表4-33 E化服務品質與員工滿意度之簡單迴歸分析 80
表4-34 E化服務品質與員工滿意度之逐步迴歸分析 80
表4-35 本研究之假設檢定結果彙整表 81



圖目錄
圖1-1 研究流程 4
圖2-1 電子化企業涵蓋的主題與範疇 6
圖2-2 科技與服務金三角 8
圖2-3 服務行銷的三角架構 14
圖2-4 內部服務品質模式 16
圖2-5 服務利潤鏈 22
圖2-6 消費者對於自助服務科技的預期服務品質模式 25
圖3-1 企業內部服務與員工滿意度 31
圖3-2美國顧客滿意度指標(American Customer Satisfaction Index,簡稱:ACSI)体系 32
圖3-3 修正美國顧客滿意度指標体系後之員工滿意度指標模式 33
圖3-4 加入e-Service 後之員工滿意度指標模式 33
圖3-5修正Clase Fornell顧客滿意度模式並加入e-Service後之員工滿意度模式 34
圖3-6 研究架構圖 35
圖4-1 E化服務品質與內部服務品質之典型相關結構圖 72
圖4-2 內部服務品質與員工滿意度之典型相關結構圖 74
圖4-3 員工滿意度與員工忠誠度之典型相關結構圖 76
圖4-4 本研究之研究結果 81
參考文獻 References
參考文獻
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