因應台灣與鄰國旅遊業正值發展，然而台灣旅館業人才流失，本研究主要探討台灣旅館業中階主管留任因素。本研究問卷共回收85份，通過一致性指標C.I.(Consistency Index； C.I.)與C.R.(Consistency Ration；C.R.)的驗證標準，符合要求的問卷數為48份，有效回收率約為55%。再通過層級程序分析法分析，研究結果顯示：(1) 對於全體的中階主管做分析，權重順序為報酬制度、員工發展、社會支持、彈性工作制度、工作特性。(2)對旅館業中男性與女性中階主管做分析，男性與女性權重順序第一位的皆為報酬制度。(3)對旅館業中業務、客房、餐飲內場、餐飲外場部門做分析，他們的權重順序第一位的皆為報酬制度。(4)對旅館業中主任層級、經理與副理層級做分析，他們的權重順序第一位的皆為報酬制度。(5)在第一層級全體中階主管與各種中階主管的比較中，全體跟業務部門、客房部門、餐飲外場部門、經理與副理層級的權重順序第一位皆為報酬制度，而與主任層級的、餐飲內場的、男性、女性的中階主管權重順序第一位皆為報酬制度。

The tourism industry is developing in Taiwan and neighboring countries, but the talent loss is serios in Taiwan, it is a study about the fators influence the mid-level supervisor in Taiwanese tourism industry. This study is collected 85 questionnaires, though the Consistency Index (C.I.) and Consistency Ration (C.R.) to verify，there are 48 valid questionnaires and the valid respone rate is 55%，though the Analytic Hierarchy Process (AHP). The result show that：(1) In the analysis of all the mid- level supervisor，the priority weights from high to low is Compensation system、Employee development、social support、Flexible working system and Job characteristics。(2) In the analysis of all the male and female mid- level supervisor，Both male and female’s highest weight is compensation system.(3) In the analysis of the department of General Service、Rooms、Kitchen Staff and Restaurant Service，Both of their highest weight is compensation system.(4) In the analysis of the level of Supervisor、Manager and Asistant Manager, Both of their highest weight is compensation system.(5) In the analysis of the comparison between all the mid-level surpervisor and all different kinds of mid-level surpervisor，Both of their highest weight is compensation system.

論文審定書…………………………………………………………………………i
謝辭…………………………………………………………………………………ii
摘要…………………………………………………………………………………iii
Abstract……………………………………………………………………………iv
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　研究流程 ………………………………………………………………2
第二章　文獻探討 …………………………………………………………………4
第一節　人才留任 ………………………………………………………………4
第二節　人才留任與工作特性 …………………………………………………5
第三節　人才留任與報酬制度 …………………………………………………8
第四節　人才留任與社會支持…………………………………………………10
第五節　人才留任與彈性工作制度……………………………………………11
第六節　人才留任與員工發展…………………………………………………13
第三章　研究方法 …………………………………………………………………15
第一節　層級分析研究方法……………………………………………………15
第二節　調查抽樣………………………………………………………………20
第三節　問卷設計………………………………………………………………21
第四節 研究對象與問卷發放 …………………………………………………23
第四章　研究結果之分析與討論…………………………………………………24
第一節　全體中階主管對留任因素的影響……………………………………24
第二節　性別對留任因素的影響………………………………………………28
第三節　部門對留任因素的影響………………………………………………35
第四節　層級對留任因素的影響………………………………………………49
第五節　全體中階主管與各部份中階主管對留任因素的比較………………56
第五章　結論與建議………………………………………………………………66
第一節　結論……………………………………………………………………66
第二節　建議……………………………………………………………………69
第三節　研究限制與未來研究建議……………………………………………70

參考文獻……………………………………………………………………………73
附錄一………………………………………………………………………………81



圖次
圖1-1 研究流程圖…………………………………………………………………3
圖3-1 研究架構圖…………………………………………………………………20
表次
表3-1AHP評估尺度定義表 ………………………………………………………17
表3-1 問卷收發情形………………………………………………………………23
表3-2各層級與各部門的中階主管的性別分佈 …………………………………23
表4-1-1全體中階主管對留任因素影響的比較 …………………………………24
表4-1-2在工作特性中，會影響全體中階主管留任各種主要因素的比較……… 25
表4-1-3在報酬制度中，會影響全體中階主管留任各種主要因素的比較………25
表4-1-4在社會支持中，會影響全體中階主管留任各種主要因素的比較………26
表4-1-5在彈性工作制度中，會影響全體中階主管留任各種主要因素的比較…26
表4-1-6在彈性工作制度中，會影響全體中階主管留任各種主要因素的比較…26
表4-1-7在旅館業中，會影響全體中階主管留任所有因素的比較………………27
表4-2-1在旅館業中女生在各指標因素的優勢權重與重要性順序比較 ………28
表4-2-2在工作特性中，會影響女性中階主管留任各種主要因素的比較………28
表4-2-3在報酬制度中，會影響女性中階主管留任各種主要因素的比較………29
表4-2-4在社會支持中，會影響女性中階主管留任各種主要因素的比較………29
表4-2-5在彈性工作制度中，會影響女性中階主管留任各種主要因素的比較…30
表4-2-6在彈性工作制度中，會影響女性中階主管留任各種主要因素的比較…30
表4-2-7在旅館業中，會影響女性中階主管留任所有因素的比較………………31
表4-2-8在旅館業中男性在各指標因素的優勢權重與重要性順序比較 ………32
表4-2-9在工作特性中，會影響男性中階主管留任各種主要因素的比較………32
表4-2-10在報酬制度中，會影響男性中階主管留任各種主要因素的比較……33
表4-2-11在社會支持中，會影響男性中階主管留任各種主要因素的比較……33
表4-2-12在彈性工作制度中，會影響男性中階主管留任各種主要因素的比較33
表4-2-13在員工發展中，會影響男性中階主管留任各種主要因素的比較……34
表4-2-14在旅館業中，會影響男性中階主管留任所有因素的比較 ………34
表4-3-1在旅館業務部門中，各指標因素的優勢權重與重要性順序比較………35
表4-3-2在工作特性中，會影響業務部門中階主管留任各種主要因素的比較…35
表4-3-3在報酬制度中，會影響旅館業務部門中階主管留任各種主要因素的比
較 …………………………………………………………………………36
表4-3-4在社會支持中，會影響旅館業務部門中階主管留任各種主要因素的比
較 ………………………………………………………………………36
表4-3-5在彈性工作制度中，會影響旅館業務部門中階主管留任各種主要因素的
比較 ………………………………………………………………………37

表4-3-6在員工發展中，會影響旅館業務部門中階主管留任各種主要因素的
比較 …………………………………………………………………………………37
表4-3-7在旅館業務部門中，會影響中階主管留任所有因素的比較 …………38
表4-3-8在旅館客房部門中，各指標因素的優勢權重與重要性順序比較 ……39
表4-3-9在工作特性中，會影響客房部門中階主管留任各種主要因素的比較 39
表4-3-10在報酬制度中，會影響客房部門中階主管留任各種主要因素的比較40
表4-3-11在社會支持中，會影響客房部門中階主管留任各種主要因素的比較40
表4-3-12在彈性工作制度中，會影響客房部門中階主管留任各種主要因素的比
較…………………………………………………………………………40
表4-3-13在員工發展中，會影響客房部門中階主管留任各種主要因素的比較41
表4-3-14在旅館業客房部門中，會影響中階主管留任所有因素的比較………41
表4-3-15在旅館餐飲內場部門中，各指標因素的優勢權重與重要性順序比較42
表4-3-16在工作特性中，會影響餐飲內場部門中階主管留任各種主要因素的比
較…………………………………………………………………………42
表4-3-17在報酬制度中，會影響餐飲內場部門中階主管留任各種主要因素的比
較…………………………………………………………………………43
表4-3-18在社會支持中，會影響餐飲內場部門中階主管留任各種主要因素的比
較…………………………………………………………………………43
表4-3-19在彈性工作制度中，會影響餐飲內場部門中階主管留任各種主要因素
的比較……………………………………………………………………44
表4-3-20在員工發展中，會影響餐飲內場部門中階主管留任各種主要因素的比
較…………………………………………………………………………44
表4-3-21在旅館業餐飲內場部門中，會影響中階主管留任所有因素的比較…45
表4-3-22在旅館餐飲外場部門中，各指標因素的優勢權重與重要性順序比較46
表4-3-23在工作特性中，會影響餐飲外場部門中階主管留任各種主要因素的比
較…………………………………………………………………………46
表4-3-24在報酬制度中，會影響餐飲外場部門中階主管留任各種主要因素的比
較…………………………………………………………………………47
表4-3-25在社會支持中，會影響餐飲外場部門中階主管留任各種主要因素的比
較…………………………………………………………………………47
表4-3-26在彈性工作制度中，會影響餐飲外場部門中階主管留任各種主要因素
的比較……………………………………………………………………47
表4-3-27在員工發展中，會影響餐飲外場部門中階主管留任各種主要因素的比
較…………………………………………………………………………48
表4-3-28在旅館業餐飲外場部門中，會影響中階主管留任所有因素的比較…48
表4-4-1在旅館經理、副理層級中，各指標因素的優勢權重與重要性順序比
較…………………………………………………………………………49

表4-4-2在報酬制度中，會影響經理、副理層級留任各種主要因素的比
較 …………………………………………………………………………50
表4-4-3在工作特性中，會影響餐經理、副理層級留任各種主要因素的比較…50
表4-4-4在社會支持中，會影響經理、副理層級留任各種主要因素的比較 …50
表4-4-5在彈性工作制度中，會影響經理、副理層級留任各種主要因素的比
較 …………………………………………………………………………51
表4-4-6在員工發展中，會影響經理、副理層級留任各種主要因素的比較……51
表4-4-7在旅館業中，會影響經理、副理層級所有因素的比較…………………52
表4-4-8在旅館主任層級中，各指標因素的優勢權重與重要性順序比較………52
表4-4-9在報酬制度中，會影響主任層級留任各種主要因素的比較……………53
表4-4-10在工作特性中，會影響餐主任層級留任各種主要因素的比較………53
表4-4-11在社會支持中，會影響主任層級留任各種主要因素的比較…………54
表4-4-12在彈性工作制度中，會影響主任層級留任各種主要因素的比較……54
表4-4-13在員工發展中，會影響主任層級留任各種主要因素的比較…………55
表4-4-14在旅館業中，會影響主任層級所有因素的比較………………………55
表4-5-1 在分析層一中，全體與女性中階主管對留任因素權重順序的比較…56
表4-5-2 在分析層二中，全體與女性中階主管對留任因素權重順序的比較…57
表4-5-3 在分析層一中，全體與男性中階主管對留任因素權重順序的比較…58
表4-5-4 在分析層二中，全體與男性中階主管對留任因素權重順序的比較…58
表4-5-5 在分析層一中，全體與業務部門對留任因素權重順序的比較………59
表4-5-6 在分析層二中，全體與業務部門對留任因素權重順序的比較………59
表4-5-7 在分析層一中，全體與客房部門對留任因素權重順序的比較………60
表4-5-8 在分析層二中，全體與客房部門對留任因素權重順序的比較………60
表4-5-9 在分析層一中，全體與餐飲內場部門對留任因素權重順序的比較…61
表4-5-10 在分析層二中，全體與餐飲內場部門對留任因素權重順序的比較…61
表4-5-11 在分析層一中，全體與餐飲外場部門對留任因素權重順序的比較…62
表4-5-12 在分析層二中，全體與餐飲外場部門對留任因素權重順序的比較…62
表4-5-13 在分析層一中，全體與經理、副理層級對留任因素權重順序的比
較 ………………………………………………………………………63
表4-5-14 在分析層二中，全體與經理、副理層級對留任因素權重順序的比較63
表4-5-15 在分析層一中，全體與主任層級對留任因素權重順序的比較………64
表4-5-16 在分析層二中，全體與主任層級對留任因素權重順序的比較………64

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