領導行為、組織氣氛與服務品質關係之研究－以高雄港務警察局為例

A Study on the Relationship among Leadership Behavior, Organizational Climate and Service Quality: The Case of Kaohsiung Harbor Police Office

高瑞新(Rui-Hsin Kao)

《人力資源管理學報》 6卷3期 (2006/09) Pp. 95-117

https://doi.org/10.6147/JHRM.2006.0603.05

摘要

本研究的目的在探討：(1)不同分駐、派出所，在主管領導行為、組織氣氛，以及服務品質上是否有顯著差異；(2)領導行為與組織氣氛之關係；(3)領導行為對服務品質之影響；(4)組織氣氛對服務品質之影響；(S)組織氣氛對領導行為與服務品質之中介效果。
本研究訪問了226位高雄港警局員警，以單因子變異數(ANOVA)分析、迴歸分析…等統計分法，以及LISREL軟體，檢測與驗證假設結果。研究發現(1)不同分駐、派出所，在主管領導行為、組織氣氛，以及服務品質上有顯著差異：(2)領導行為與組織氣氛有顯著之正向關係；(3)領導行為對服務品質有顯著之正向影響；(4)組織氣氛對服務品質有顯著之正向影響；(5)組織氣氛對領導行為與服務品質具有中介效果。

關鍵字

領導行為 ； 組織氣氛 ； 服務品質

並列摘要

The purpose of this research is to understand the relationship among leadership behavior, organizational climate and service quality. The following aspects are being discussed in detail: (1) Whether different police unit and station would have significant distinction officers leadership behavior, organizational climate and service quality; (2) The relationship between leadership behavior and organizational climate; (3) The relationship between leadership behavior and service quality; (4) The relationship between organizational climate and service quality; (5) Whether organizational climate would have an intervening effect to leadership behavior and service quality.
There are 226 police officers from Kaohsiung Harbor Police Office responded to our study. We used descriptive analysis, ANOVA, Pearson Correlation, Regression analysis and LISREL to analyze and test those hypotheses. The research found that: (1) There are significant differences in officers leadership behavior, organizational climate and service quality in different police units and stations; (2) There are significant positive correlations between leadership behavior and organizational climate; (3) Leadership behavior has a significant positive correlation with service quality; (4) Organizational climate has a significant positive correlation with service quality; (5) Organizational climate has an intervening effect to leadership behavior and service quality.

並列關鍵字

Leadership Behavior ； Organizational Climate ； Service Quality

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