激勵制度、員工屬性與工作滿足關聯之研究:以台灣某大型銀行為實證對象

在日益競爭的環境下，國內銀行業目前正面臨著激烈的業務競爭壓力，除提高金融商品創新能力及多元化的發展外，應以高品質服務品質的提升來有效提高顧客的留存率，提供給顧客優質的服務以獲取顧客之滿意與忠誠，以提升銀行在市場的競爭優勢與地位。而員工是銀行與顧客間的橋樑及媒介，是以員工的士氣、滿足與對銀行(組織)的承諾，必然會在員工提供服務給顧客的過程中扮演影響服務品質的重要角色。本研究主要在探討激勵制度、員工屬性與工作滿足關聯之研究，以台灣某大型銀行為實證對象，進行問卷調查，共計發放280份問卷，有效問卷198份。研究結果發現：一、人口屬性「所得」、對工作滿足中的激勵類及保健類均達顯著水準，具顯著正向影響，；「敎育程度」則對工作滿足中的激勵類達顯著水準，具顯著正向影響，二、「公開表揚制度」、「訓練與教育制度」、「獎勵金制度」對工作滿足中的激勵類及保健類均達顯著水準，具顯著正向影響。三、激勵制度、員工屬性與工作滿足之影響，激勵制度中的「公開表揚制度」、「獎勵金制度」在工作滿足中有關「激勵類」、「保健類」上，有其正向且顯著影響，而「訓練與教育制度」在工作滿足中有關「激勵類」，有其正向且顯著影響，而「所得」在工作滿足中有關「保健類」，有其正向且顯著影響。。最後，依據研究結果提出研究及管理實務上的意涵與後續研究建議。

關鍵字

激勵制度；員工屬性；工作滿足；銀行業

並列摘要

Banking in Taiwan is facing fierce sales challenges under a more and more competitive environment. In order to obtain customers’ satisfaction and brand royalty to promote a bank’s competitive edge and ranking in banking market, a bank should increase its high quality service to efficiently keep its customer retention rate apart from advancing its product innovation capability and diversification development. As a result, employees are the bridge and media between a bank and its customers. Their morale, satisfaction and commitment to an organization (a bank) surely plays a vital role on affecting a bank’s service quality during the process when providing services to their customers. The purpose of this research mainly focuses on the association among the incentive system, employees’ attributes and job satisfaction. This study was conducted at one of Taiwan’s largest banks. There were 280 questionnaires sent out and the valid recovery copies were 198. The result reveals that: 1) the population income characteristics and motivation – hygiene factors in job satisfaction all reach to a significant level, which shows a positive influence; in addition, education level in the criteria of incentives of job satisfaction also reaches to the same level that also shows a positive influence. 2) Recognition system, training and education system and the incentive bonus system all reach to a significant level in motivation – hygiene factors in job satisfaction. 3) The effects of motivation system, employees’ attribute and job satisfaction: regarding motivation factors and hygiene factors in job satisfaction, recognition and incentives in motivation system shows a positive and significant influence. Education and training system which is related to motivation factors in job satisfaction, shows a positive and significant influence. Finally, in accordance with the research outcome, we propose research and practical management definitions and suggestions for follow-up researches.