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旅行業從業人員工作滿意影響因素之研究
A Study of Job Characteristics, Leadership Types on Job Satisfaction of Employees in Travel Agency
摘要
本研究旨在探討工作特性、領導型態與工作滿意之間的關係，透過問卷對台北市旅行社員工進行調查，並以推論統計予以分析。實證結果顯示：在旅行社工作特性方面，僅管旅行社員工對於「專業性」認知最高，但是另一方面卻感覺其工作不具「重要性」，顯示出衝突的情形。其次，旅行社領導型態以兼重工作目標之達成及員工需求的滿足之「高結構高體恤」型領導型態為主。且因領導型態的不同而有顯著差異，在「高結構高體恤」型領導型態下，員工最能產生高工作滿意。各層面工作特性皆與工作滿意各構面呈顯著正相關，但是提升員工對於工作「重要性」的認知最能提高工作滿意；同時研究發現：不同人口統計變項、工作特性及領導型態可以解釋整體工作滿意62.30%的變異量。本研究歸納，除了與過去研究有關「高結構高體恤」型領導型態有助於員工整體工作滿意結果一致外，本研究進一步發現，業者若能透過訓練教育加強員工對此行業的瞭解，將被動式服務轉換為顧問式服務，以提升員工對於工作重要性的知覺，並對於部屬的工作表現適時給予肯定，使其感到成就感與重要性，此將大幅提升工作滿意。最後，研究結果之意涵、限制及未來研究方向在最後提出討論。
並列摘要
The purpose of this study was to understand the relationship between leadership styles, job characteristics and job satisfaction, and explored the effect of demographic factors, on job satisfaction of employees in travel agency. Total of 450 employees were interviewed using a self-design questionnaire and 394 copies of questionnaires were valid. The analysis was based on descriptive statistics, t-test, one-way ANOVA, and Pearson product-moment correlation. The results of this survey were: The level of job characteristics of employees was above average and the job characteristics included Task Professional, Task Significance, and Autonomy and Feedback dimensions. The level of total satisfaction was above average, and the total job satisfaction included Decision and Regulation, Professional Skill, Career, Achievement, and Working environment dimensions. The major leadership style in travel agency is high-consideration and high structure leadership type and the total job satisfaction is highest under this leadership. Except Education, Gender, Age, Marital status, Position, Seniority, monthly income, Working department and Leadership style showed significantly statistical differences on total satisfaction and education, There was significant correlation between job characteristics and total job satisfaction.