- 期刊
宴會廳工讀生對工作環境知覺、工作滿意度與服務品質之差異性研究
A Study on the Differences of Banquet Part-time Employees' Perception for Work Environment, Job Satisfaction, and Service Quality
摘要
本研究探討不同型態之宴會廳工作環境知覺對工讀生工作滿意度與服務品質影響之差異性，以及變數間之相關性爲何。其次，研究驗證工作滿意度是否對「工作環境知覺與服務品質之關係」產生中介效果。受測對象爲大台北地區國際觀光旅館宴會廳及一般宴會廳之工讀生，總共各發出400份問卷。實得有效問卷分別爲，國際觀光旅館宴會廳275份，一般宴會廳237份。分析結果顯示，宴會廳型態的不同，對工讀生工作環境知覺、工作滿意度與服務品質都有顯著差異；工作環境知覺與工作滿意度、服務品質均存在顯著正相關；工作滿意度與服務品質存在顯著正相關；工作滿意度對於「工作環境知覺與服務品質之間」中介效果的假設是部分成立的。本研究結果冀能提供宴會聽經營實務上之建議，以供業界參考。
並列摘要
This study aims to explore the difference of par-time employees' perceived work environment, job satisfaction and service quality in difference types of banquet halls. The relationships between work environment, job satisfaction and service quality are tested in this study. Besides, it exams whether job satisfaction has a moderation effect on the relationship between work environment and service quality. Survey samples are part-time employees in the regular banquet halls and banquet halls in the International Tourism Hotels in Taipei metropolitan area. Four hundred surveys are sent. The valid data include 275 samples from International Tourism Hotel and 237 samples from the regular banquet halls. The results indicate that different banquet types are highly associated with part-time employees' perceived work environment, job satisfaction and service quality. A positive correlation is found between work environment, job satisfaction and service quality. A positive correlation between job satisfaction and service quality is found. However, the hypothesis that job satisfaction has a moderation effect on the relationship between work environment and service quality is partially supported. Findings of this study are expected to give suggestions to banquet operations.