工作壓力、服務品質、家庭壓力、忠誠度與服務績效之關聯性探究－以女性從政人士為例

A Study of the Relationship among Opinion Representation Service Performance, Loyalty ,Family Stress , Service Quality and Job Stress – Illustrated by the case of Female Politicians

王有榮(Yau-Wing, Wong)

指導教授 ： 謝俊宏

共同指導教授 ： 李國瑋

國立臺中科技大學/商學院/企業管理系碩士班/碩士(2017年)

摘要

我國以農業社會立國，於傳統社會觀念始終維持男主外、女主內的生活型態，隨者時代及社會環境變遷，女性的自我意識逐漸抬頭，對政治議題的參與程度也隨之提高，但礙於傳統觀念，女性在投入工作職場後會相對耗損在家庭中所扮演的角色。正因如此，本研究認為女性在參與政治職場之後，如何在家庭與工作間同時扮演稱職的角色，是值得深入探討的議題。
為瞭解女性從政人士為取得選民認同，如何在工作與家庭間取得平衡，本研究以女性從政人士為例，針對從政人士的服務績效與選民忠誠度間影響因素進行探討與驗證。在問卷發放上，總計發出120份，回收103份有效問卷，有效回收率85.8%；研究結果顯示，女性從政人士的工作壓力、服務品質對選民忠誠度產生正向顯著影響；同時，選民忠誠度與服務績效之間也產生正向顯著影響。
本研究最後根據實證結果提出管理意涵及後續建議，在女性民意代表以繼續連任為前提下，提出對選民服務有效之建議。

關鍵字

女性從政人士 ； 工作壓力 ； 家庭壓力 ； 服務品質 ； 忠誠度 ； 服務績效

並列摘要

China began as an agrarian society with the traditional notion that men should work outside while women should stay inside and take care of the home. With the passage of time and social changes, the female sense of self has gained ground, and female participation in issues of public policy has increased. However, taking into account traditional beliefs, women's role in the family is more or less lost after they enter the workforce. Therefore this study holds that a worthy topic for in-depth investigation is how women are able to take on both the familial and professional roles after beginning a career in the political arena.
In order to understand how f female politicians are able to gain voter recognition while maintaining a balance between their family and their profession, illustrated by the case of female politicians in this research. Factors affecting service performance and voter loyalty are taken for study and verification. Using the questionnaire survey method, a total of 120 questionnaires were handed out with a total of 103 valid questionnaires collected with an effective collection rate of 85.8%. The results indicate that work pressure and service quality have a significant positive effect on voter loyalty. At the same time, there was a significant positive effect between voter loyalty and service performance.
At the end of this study, based on information gathered, management advice and follow-up suggestions that will positively impact public service will be offered under the premise of the re-election of female representatives.

並列關鍵字

Female Politicians ； work pressure ； service quality ； family pressure ； loyalty ； service performance

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