國際觀光旅館員工滿意度與員工績效關係之研究－以高雄地區三家國際觀光旅館為例

The research of the relationship between International Hotel’s Employee's satisfaction and Employee's performance－In The Case of Three International Hotels in Kaohsiung City

陳卓遠(Chuo-Yuan Chen)

指導教授 ： 鄭駿豪

國立高雄餐旅大學/餐旅學院/餐旅管理研究所在職專班/碩士(2012年)

https://doi.org/10.6825/NKUHT.2012.00070

摘要

“沒有感到滿意的員工，就沒有感到滿意的顧客。”員工的滿意是促使員工發揮最大效能的因素，而員工工作績效更是企業所關心與重視的課題。本研究以員工滿意度與員工績效關係為研究主題，以觀光產業中的旅館業為研究主體。試圖完成國際觀光旅館業員工滿意度與員工績效關係的探討。本研究以問卷調查為研究方法，於97年10月1日—10月14日進行，有效問卷份數為152份，有效樣本率為88%問捲內容涉及薪酬、昇遷、工作條件、琯理方式、福利措施及工作內容對員工滿意度及員工績效的影響。分析方式為敘述統計分析、一緻性检定、相關分析、t检定、變異數分析、scheffe差異比較方法、迴歸糢式分析等，研究結果如下：
1.問卷調查中人員比例以女性、未婚、學歷以大學（專）所佔比例居冠；職位以基層員工為首；工作年資大多在1-3年間；平均月收入以2-3萬元者為最高。
2.經由問卷回收統計，以員工滿意度的六個構面來看，在薪酬、升遷、工作條件等構面以「您對目前的空班津貼是否滿意」最為滿意，以「您對目前工作場所的方便性感到滿意嗎」最不滿意等；
3.在管理方式、福利措施、工作內容等構面以「您對目前的管理方式滿意嗎」最為滿意及以「您對目前工作的忙碌程度令您滿意」最不滿意等。
4.以員工績效二個構面來看，在任務績效及脈絡績效構面以「您總是能準時且有效率的完成工作」最為滿意，以「很少因工作表現不佳而受顧客或同事的抱怨」最不滿意。
5.以員工滿意度對員工績效所進行之迴歸分析：其中「工作條件構面」、「工作內容構面」對「任務績效構面」、「脈絡績效構面」這二者均達顯著影響，其餘則未達顯著影響。在12個因素考量之下，有4個達顯著水準，可知前假設「員工滿意度對員工績效具有顯著影響」獲實證研究之部份支持。
6.對「員工滿意度」及「員工績效」之各構面項目進行交叉分析：性別、學歷對員工績效具有顯著差異獲實證研究之全部不支持。婚姻狀況、服務年資對員工績效具有顯著差異獲實證研究之部份支持。年齡、職位、月收入對員工績效具有顯著差異獲實證研究之全部支持。
7.以員工滿意度對員工績效所進行之相關分析：又以「工作條件構面」及「工作內容構面」達中度相關，其餘均達低度相關。更驗證迴歸分析之假設屬於部份支持，其結果不逕相同，可見員工滿意度與員工績效是有某種程度的關係。
本研究建議為提高員工滿意度及員工績效，應重視員工的工作條件及工作內容，與員工定期雙方溝通，並重視人口統計變數。從而提高員工滿意度及員工績效，為國際觀光旅館業的永續經營提供保障。

關鍵字

員工滿意度 ； 員工績效 ； 人口統計變數 ； 國際觀光旅館業

並列摘要

‘Where there is no satisfied employee, there is no satisfied costumer.’ Employee satisfaction is the factor that maximizes work efficiency, and employee performance is highly concerned and valued by enterprises. The relationship between employee satisfaction and employee performance is theme of the thesis, and the hotel industry in tourism is the subject of the research. This thesis tries to accomplish the discussion of the relation between employee satisfaction and employee performance. This study is based on a questionnaire survey method, started from October 1st to October 14th 1997. 152 questionnaires were valid; the valid sample rate was 88%. The content of questionnaire covered salary, promotion, management, working conditions, welfare measures and job content, which had impact on employee satisfaction and employee performance. Data were analyzed by means of descriptive statistics analysis, consistency analysis, correlation analysis, T-test, ANOVA（Analysis Of Variance）, Scheffe comparison method, regression analysis, etc. Results of the research are as follows:
1.Unmarried and college (junior college) educated female took the highest proportion in this questionnaire survey; led by junior professional staff; worked mostly in 1-3 years; the highest average monthly income was 20-30 thousand Yuan.
2.Analyzed the six perspectives of employee satisfaction, such as salary, promotion, work condition, through the questionnaires statistics, the option ‘Are you satisfied with the shift allowance’ is the most satisfactory, while option ‘Are you satisfied with the convenience of current workplace" is most dissatisfied with.
3.In the management, welfare measures, job content and other perspectives, option ‘Are you satisfied with current management style ’ was the most satisfactory, while option ‘Are you satisfied with current busyness’ was the most dissatisfied with.
4.Analyzed the two perspectives of employee performance, Task performance and Contextual performance, option ‘you can always timely and efficient accomplish the work’ was the most satisfactory, while option ‘rarely complained by customers or colleagues due to poor work performance’ was the most dissatisfied with.
5.Regression analysis of employee satisfaction and employee performance: work condition, job content had notable impact on task performance and contextual performance, while the rest was not obvious effected. Taken 12 factors into consideration, there are 4 of them up to the remarkable level. This proved that the former assumption ‘employee satisfaction has a significant impact on staff performance’ was partially supported by empirical study.
6.Crosstab analysis of perspectives of employee satisfaction and employee performance: It is not supported by empirical studies that gender and education had remarkably different impact to employee performance. It is partially supported by empirical studies that marital status and work experience had remarkably different impact to employee performance. It is supported by empirical studies that age, position and monthly income had remarkably different impact to employee performance.
7.Correlation analysis of employee satisfaction and employee performance: working conditions and job content has reached moderate correlation, and the rest was remaining low correlation. It is further proved that the assumption conducted by regression analysis was partially support, the results were widely divergent. Therefore, employee satisfaction and employee performance were relevant in some degree.
This research suggests that enterprises should pay more attention on work condition and job content, carry regular communication with employees, and valued the importance of demographic variables in order to enhance employee satisfaction and employee performance, thus, sustainable management of international tourist hotel can be provided.

並列關鍵字

employee satisfaction ； Employee performance ； Demographic variables ； International tourism hotel

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