企業人力資源活動、工作滿足與組織承諾相關性之研究-以某銀行資訊部門為研究對象

The Research on the Relationship among Enterprise Human Resource Practices, Organizational Commitment and Job Satisfaction - A Case Study on the Banking Information Technology Department

蔡兆平(Chao-Ping Tsai)

指導教授 ： 李弘暉 博士

元智大學/管理學院/管理研究所/碩士(2009年)

摘要

隨著全球化競爭壓力增強及商業環境之快速變遷，資訊科技應用不斷深入，資訊部門的任務、結構與人員角色隨之變化，其策略性角色與功能逐漸增強，故有必要對新情境下資訊部門人員行為進行探析。企業應視員工為「內部顧客」，透過具有內部行銷概念之人力資源活動，培育具有顧客導向和服務意識之員工，增強員工之工作滿足與組織承諾，進而透過員工良好的服務行為以達到顧客滿意。
本研究以遠東國際商銀資訊管理處員工為受測對象。透過對調查問卷的分析，本研究發現企業採行內部行銷概念之企業人力資源活動，會正向影響員工的工作滿足知覺，員工對於工作滿足的知覺亦會間接正向影響員工的組織承諾。藉由本研究，希冀資訊部門加強包含教育訓練、管理支援、內部溝通、激勵與成長、外部溝通五個構面的人力資源活動，加強人力資源管理與規劃，切實樹立人本理念，進而提升員工的工作滿足與組織承諾，推進組織目標之實現。

關鍵字

資訊部門 ； 企業人力資源活動 ； 內部行銷 ； 工作滿足 ； 組織承諾

並列摘要

With the pressure of the globalization competition, and the change of the business environment, IT department has changed in mission , structure and role, whose strategy function has strengthened. So it is necessary to explore the behavior of the IT Department’s Employees under new circumstances. The enterprise should treats employees as the internal customers. By the human rource pratices with the internal marketing concept, which can improve the organizational commitment and job satisfaction.
The empirical research is undertaken on the IT department of Far Eastern International Bank. Results of the questionnaire statistical analyses provided these conclusions as follows：The enterprise human resource pratices with internal marketing concept has positive effect on job satisfaction, and employee’s job satisfaction inflects their organizational commitment positively. From these findings, this study provides some suggestions and recommendations. Mainly, the IT department should promote the concept and the methods of internal marketing, strength the management and plan of human resource, set up new idea. By these methods, internal marketing can prove organizational commitment and job satisfaction, which can push forward organization goal.

並列關鍵字

IT department ； Enterprise Human Resource Practices ； Internal marketing ； Organizational Commitment ； Job Satisfaction

參考文獻

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