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系統識別號 U0002-2406201319523500
中文論文名稱 餐旅業員工敬業度、工作滿意度與工作績效關聯性之研究
英文論文名稱 The Relationships among Employee Engagement,Job Satisfaction and Job Performance of Hospitality Employees
校院名稱 淡江大學
系所名稱(中) 企業管理學系碩士在職專班
系所名稱(英) Department of Business Administration
學年度 101
學期 2
出版年 102
研究生中文姓名 儲秀文
研究生英文姓名 Hsiu-Wen Chu
學號 700610149
學位類別 碩士
語文別 中文
口試日期 2013-06-20
論文頁數 55頁
口試委員 指導教授-吳坤山
委員-陳宥杉
委員-張敬珣
中文關鍵字 工作敬業度  工作滿意度  工作績效 
英文關鍵字 Employee Engagement  Job Satisfaction  Job Performance 
學科別分類
中文摘要 台灣服務業占GDP比重,於2011年達到68.8%,就業人數所占比重達58.6%,服務業儼然成為台灣經濟活動之主體,也是創造就業的主要來源。以餐飲業整體營收來看,近五年營業額顯示,餐飲業持續保持穩定成長的趨勢已成為台灣現在與未來發展經濟的重點。
許多研究都指出,提升員工滿意度,就能有效提升公司業績,但有愈來愈多研究顯示,「員工滿意度」不見得能轉化為出色的工作表現與卓越的績效;只有當員工有了良好的敬業行為,才能幫助公司達到商業上的目的和成果,員工「敬業度」才是驅動公司業績飆升的關鍵因子。本研究以餐飲業、飯店業員工為研究對象,探討員工的敬業度、工作滿意度與工作績效之關聯性,此為本研究主要動機。本研究總計發放200份問卷,有效回收樣本數為177份,有效樣本回收率為88.5%。透過敘述性統計、信度分析、效度分析、及結構方程模型(Structural Equation Modeling, SEM)中之偏最小平方估計法(Partial Least Square, PLS)進行分析,其主要研究結果如下:
  員工敬業度對員工的工作滿意度有顯著的影響。意即,當員工在情緒或認知方面投入工作時,並以具體工作行為表現出來時,員工的工作滿意度也相對地提昇。員工工作敬業度對員工工作績效有顯著的影響。意即,當員工在情緒或認知方面投入工作時,並以具體工作行為表現出來時,員工的工作績效也相對地提昇。
英文摘要 The service sector has reached 68.8% of Taiwan’s GDP and 58.6% of the proportion of employment in 2011. The service sector has become the main economic subject and a major source of job creation. Take overall revenues of the restaurant industry for example, the stable growth trend in the recent five years has become Taiwan’s present and future emphasis of economic development.
Many studies have pointed out that companies could enhance their performances by raising employee satisfaction. But there is also more and more research shows that employee satisfaction does not necessarily transform into outstanding performances. It helps companies achieve their business goals and profits only when employees dedicate in their work. The employee engagement is the key factor driving company’s performances. In this study, the employees of catering and hotel industries are the research objects. The main objective is to explore the relationships between employees’ engagement, job satisfaction and work performance. A total of 200 questionnaires are distributed, 177 of them are valid with 88.5% of valid response rate. The methods of the descriptive statistics, reliability analysis, validity analysis, and the partial least square (PLS) of the structural equation model (SEM) are used. The main results are as follows.
Employee engagement has a statistically significant impact on the job satisfaction. It means when employees engage in their work with passion and recognition as well as show them in their working behavior, their job satisfaction increases. In addition, employee engagement has a statistically significant impact on job performance. When employees engage in their work with passion and recognition and show them in their working behavior, employees’ working
performances also increase.
論文目次 目錄
目錄 I
表目錄 II
圖目錄 III
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 研究流程 3
第二章 文獻探討 5
第一節 員工敬業度 5
第二節 工作滿意度 8
第三節 工作績效 10
第四節 各構面之間的相關性研究 14
第三章 研究方法 17
第一節 研究架構 17
第二節 研究假設 17
第三節 研究變項與操作型定義 18
第四節 研究對象與範圍 21
第五節 統計分析 21
第四章 實證分析結果 23
第一節 樣本結構分析 23
第二節 研究變項之因果關係 24
第五章 結論與建議 31
第一節 研究結論與發現 31
第二節 管理意涵 32
第三節 研究限制 34
第四節 後續研究建議 34
參考文獻 36
中文部分 36
英文部分 41
附錄:問卷 53

表目錄
表2-1 員工敬業度定義之彙整 6
表2-2 工作滿意度的定義 8
表2-3 工作績效的定義 10
表2-4 工作績效的結構與衡量 12
表3-1 員工敬業度之衡量題項 18
表3-2 工作滿意度之衡量題項 19
表3-3 工作績效之衡量題項 19
表4-1 正式樣本特性 22
表4-2 研究構面之信效度表 26
表4-3 負荷量-跨負荷量矩陣 28
表4-4 相關係數矩陣 28
表4-5 研究模型路徑結果表 30
表5-1 研究假說彙整表 31

圖目錄
圖1-1 研究流程圖 4
圖3-1 本研究架構圖 17
圖4-1 本研究相關變數之因果關係路徑 29
參考文獻 參考文獻
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