以期望確認理論探討工作滿意度對工作績效之影響

Applying Expectation-Confirmation Theory to Study the Effects of Job Satisfaction on Job Performance

潘佩萓(Pei -Yi Pan)

指導教授 ： 陳灯能

國立屏東科技大學/管理學院/資訊管理系所/碩士(2014年)

https://doi.org/10.6346/NPUST.2014.00303

摘要

隨著社會快速變遷，科技的進步快速，勞動意識崛起，企業員工除了重視薪資外更在意對工作滿意程度，而企業為了留住優秀人才，深入了解員工對工作滿意狀況日漸受到企業的重視。本研究以期望確認理論(Expectation Confirmation Theory，ECT)為基礎，探討工作者工作滿意程度的影響因素，以目標設定、資訊系統支援、工作認知探討，藉此了解提高工作滿意度，進而提高工作績效。本研究以兩階段問卷發放，首先以E-mail的方式發放，再以網路問卷進行填寫，總共回收331份問卷，扣除無效問卷共獲得320份有效問卷。本研究利用SPSS 20.0及SmartPLS 2.0 統計套裝軟體進行問卷資料之整理以及分析與統計，驗證本研究之各項假說。而研究結果顯示，影響工作滿意度之因素目標設定、資訊系統支援、工作認知皆有正向且顯著影響，其工作滿意度高，滿意度對於工作績效更是具有正向顯著影響。然而資訊系統支援是近年來科技快速進步帶來的產物，對工作滿意度亦是新的影響因素，其影響程度具有相當研究價值，本研究根據研究結果提出相關建議，提供給相關企業後續研究參考。

關鍵字

期望確認 ； 目標設定 ； 資訊系統支援 ； 工作滿意度 ； 工作績效

並列摘要

Along with rapid social changes, advancements in technology and rising labor consciousness, not only has added attention been given to salaries, but employees are also increasingly concerned with work satisfaction. Meanwhile, in order to hold onto top talent, companies recognize the importance of thoroughly understandingsituations related to employee work satisfaction. This study uses Expectation Confirmation Theory (ETC) as a foundation to explore the factors that impact the work satisfaction levels of employees and focuses on goal setting, information system assistance and work awareness discussions in order to gain an understand of how to raise work satisfaction levels and, in turn, improve job performance. This study made use of a two-part questionnaire survey, which was initially issued via email, then involved filling in an online questionnaire. A total of 331 questionnaires were received back. Once the invalid questionnaires were eliminated, there were 320 valid questionnaires remaining. The study utilized SPSS 20.0 and SmartPLS 2.0 system software for data processing, analysis and statistics in order to verify the hypotheses of the study. The results indicate that goal setting, information system assistance and work awareness discussion all have positive and significant impact on work satisfaction; and when work satisfaction levels are high, the job performance further experiences a positive and significant impact.Furthermore, information system assistance is the product of recent technological developments, and as a factor that impacts work satisfaction, is well worth researching further. Based on the research results, this study proposesrelevant suggestions which can be used by concernedcompanies as reference for future research.

並列關鍵字

expectations confirmed theory ； goal setting ； information systems support ； job satisfaction ； job performance

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