志工人格特質、社會支持與工作滿意度之相關性研究

近年來隨著志願服務蓬勃發展，在各領域志工成為不可或缺的人力來源，醫院志願服務是志願領域中最早，亦是運用志工人數與時數中最多及最穩定的單位。多數的大型醫院或教學醫院，鑑於對病患的需求，多編列志工隊並設置於社會服務室，且具規模大、組別多的特色。醫院志工在醫院中扮演醫院與病患及家屬間溝通橋樑。然而醫院志工與其他類型志工相比，雖然人力流動不高，但卻衍生出志工不受管轄、公器私用、比較福利多寡等問題，進而影響其工作滿意度與服務態度。本研究為探討醫院志工其人格特質、社會支持及工作滿意度之關聯，並採用量化研究，研究對象為高雄三家醫學中心志工，有效樣本共250位。研究發現，樣本多為女性(81.3%)、平均年齡57.6歲、已婚(72.4%)、高中職(45.2%)，仍有其他志工隊經驗者居多(62.0%)。而人格特質中僅「謹慎性」與「友善性」人格與工作滿意度有關，「謹慎性」或「友善性」度愈高，工作滿意度愈低；醫學中心則因志工隊龐大，志工本身所得之社會支持本身較為薄弱，致使社會支持則對於工作滿意度無顯著影響。建議未來醫院可將人格特質做為志工人力分配之參考，因應不同單位的需求，依其性向分派所適之工作。

關鍵字

醫院志工；工作滿意度；人格特質

並列摘要

In recent years, with flourishing development of volunteering service, volunteers in diverse territories have become the indispensible source of human labor. In the volunteering territory, hospital volunteering is the earliest and the most stable unit that employs the most hour of volunteering and the largest number of volunteers. Most large-scale hospitals or teaching hospitals set up volunteer team in social service office with the characteristics of large size and many groups. Hospital volunteers play the role of communication bridge between the hospital, the patients, and their family. However, comparing hospital volunteers with other types of volunteers, in spite of the low turnover rate, there come the problems of uncontrollability, serving for personal interests, and the amount of welfare items, which further influences their work satisfaction and service attitude. To discuss the correlation of personality traits, social support, and work satisfaction, this research has adopted quantitative approach and the subjects of hospital volunteers in three hospital centers in Kaohsiung. There are a total of 250 effective samples. According to the research finding, most of the samples are female (81.3%) with the average age of 57.6, married (72.4%), high school education background (45.2%), and other volunteering experiences (62.0%). With respect to personality traits, only “contentiousness” and “agreeableness” correlate to work satisfaction. That is, the higher degree of “contentiousness” or “agreeableness” is, the lower work satisfaction will be. Due to the large-sized volunteer teams in hospital centers, the volunteers have obtained weak social support, so that social support does not have significant influence on work satisfaction. It is suggested that the hospitals can assign volunteer labor with reference to their personality traits, and correspond to the demand of different units by appointing them to appropriate position in accordance with their aptitude.