- 學位論文
工作滿意度、工作多元性與組織承諾間關係之實證研究: 以越南銀行為例
An Empirical Study of the Relationship between Job Satisfaction, Job Dimensions, and Organizational Commitment: the Case of Vietnam Bank
摘要
本研究目的在於探討越南銀行人員對組織承諾以及工作滿意度之影響因素。本研究引用的理論包含：內容理論 Abraham Maslow (1943)的需要層次論、Clayton Paul Alderfer (1972) 的ERG理論、Frederick Herzberg (1964)的雙因素理論；過程型激勵理論如Victor Vroom (1964)的 期望理論、John Stacey Adam (1965)的公平理論、Frederick Winslow Taylor (1911)的科學管理理論以及Elton Mayo (1923)的人群關係管理。此外，為加強上述所提之理論，研究者以發問卷的方式進行調查，問卷調查的對象為在越南胡志明市工作的各家銀行行員。本研究採用質化與量化兩種研究方法，研究者進行本研究架構及問卷設計，並採用李克特量表作為衡量尺度。 在量化研究方面，以整合模型為假設基礎，變數包括：升遷管道、工資、工作內容、工作條件、雇主關係、同事關係、福利制度、補貼。這些變數都對組織承諾有直接性的影響，且對工作滿意度也有所影響，不論一般職務和特殊職務。本研究以工作滿意度為中介變數檢視組織承諾與個人、職業之間的關聯性如年齡、性別、婚姻狀況、學歷、職位、工作角色、薪資、勞動法知識、銀行類型等。 回收問卷共有504份，4份為無效問卷，有效問卷占96%。使用克隆巴赫係數計算法為測量工作相關指標的度量範圍，同時使用了平均值和標準偏差。最重要的是，研究者運用多元回歸分析檢測銀行員的工作滿意度及組織承諾。至於質化研究法，研究者進行了11通電話訪問來收集數據，對象為越南胡志明市銀行員。分析結果顯示工資、升遷機會、工作內容、工作環境、雇主關係、同事關係、工作條件、額外福利等因素都對工作滿意度及組織承諾均有所影響。本研究最終結果顯示，薪資、升遷管道、工作內容、工作條件、升遷管道、福利制度七種因素對工作滿意以及組織忠誠均產生顯著的影響。
並列摘要
The purpose of this study was to examine the factors that contribute to job satisfaction and organizational commitment for banking service employees in Vietnam. Work motivation factors included six dimensions: Work-Itself; Work Conditions; Advancement Opportunities; Salaries; Subsidies, Fringe Benefits; Relationships with Colleagues, and Relationships with Superior. The theoretical approach used in this study drew from content theories such as Maslow’s Needs Hierarchy Theory (1943), Clayton Paul Alderfer’s ERG Theory (1972), Herzberg's Motivator-Hygiene Theory (1964), and process theories that included Victor Vroom’s Expectancy Theory (1964), Adam’s Equity Theory (1965), Frederick Winslow Taylor’s Theory of Scientific Management (1911), and Elton Mayo’s Human Relations School of Thought (1923). Primary constructs of these well-established theories were utilized to enhance not only the theories themselves but also to determine the research variables and framework for this study. Questionnaires in the form of handouts were delivered to banking service employees who were working full-time for eight banks located in Ho Chi Minh City of Vietnam at the time of this study. A combination of qualitative and quantitative methods is highlighted in this study. In regards to the qualitative method, a meta-analysis provided a brief summarization of previous studies of job satisfaction among banking employees – and – most importantly, eleven (11) interviews were conducted with bank employees. The quantitative method featured data collection with a Likert scale questionnaire. Specifically, the quantitative portion of this study was driven by an integrated model that was hypothesized in which Advancement Opportunities, Salaries, Work-Itself, Work Conditions, Relationship with Superiors, Relationship with Colleagues, Fringe Benefits, and Subsidies directly impact organizational commitment. Additionally, those same job dimensions were hypothesized to influence specific job satisfaction as well as general job satisfaction, which in turn impact organizational commitment. Furthermore, this study examined the relationship between organizational commitment and personal/professional characteristics such as: Age, Gender, Marital Status, Education Background, Job Title & Position, Knowledge about Labor Law, Work Tenure, Job Role, Monthly Income, and Type of Bank; again, using both specific job satisfaction and general job satisfaction as mediators. Overall, this research investigated banking service employees’ attitudes and perceptions regarding job satisfaction. Lastly, a research framework was constructed and a new questionnaire was designed for potential future research studies of this or similar kind related to job satisfaction and/or organizational commitment. After an expert panel reviewed the questionnaire, a population of banking service employees (N=504) were asked to complete the survey. Five hundred participants (N=500) responded yielding a 96% response rate. Frequencies, percentages, and appropriate statistics were computed for the personal and professional characteristics of the participants. Cronbach alpha was computed to measure the dimensions of a job correlation index. The mean and standard deviation for each factor was documented. Pearman correlation was computed for all variables in the quantitative model. Multiple regression analysis was used to determine the predictors of overall satisfaction as well as organizational commitment. Additionally on the qualitative side of the study, eleven (11) interviews with banking officers were conducted. The participants in the qualitative interviews were the employees who were working full-time in the banking industry in Vietnam. The research only used responses by office staff with vocational school degrees or higher. A telephone interview was used as it offered the most convenient manner of gathering interview data. Eight major themes emerged from text analysis of the interview transcripts. Those were: (1) Salaries, (2) Advancement Opportunities, (3) Work-Itself, (4) Work Environment, (5) Relationship with Colleagues, (6) Work Conditions, (7) Fringe Benefits, (8) Relationship with Superior. These themes were voiced by the interviewees as contributors to job satisfaction as well as to organizational commitment. Overall, in this study both quantitative analysis and qualitative analysis uncovered the same factors of Salaries, Advancement Opportunities, Work Itself, Work Conditions, Relationship with Colleagues, Fringe Benefits, and Relationship with Superior as significant influences upon job satisfaction as well as organizational commitment.