離職意圖影響因素之研究-以衛生署某電訪中心電訪員為例

The Influence Factors of Turnover Intention–A Case study of Center of Telephone Survey, Department of Health, Executive Yuan

鍾明憲(Ming-Hsien Chung)

指導教授 ： 孫德修

朝陽科技大學/理工學院/工業工程與管理系/碩士(2009年)

摘要

本研究旨在探討電訪中心工作人員之工作滿足、組織承諾、電話詐騙影響工作認知與離職意圖之關係，研究的方式首先參考國內外相關文獻，以能編修適合電訪中心工作人員之「工作滿足量表」、「組織承諾量表」、「電話詐騙影響工作認知」與「離職意圖量表」，據此作為蒐集實證資料的工具。
以行政院衛生署電訪中心工作人員為母群體，採隨機抽樣方式進行調查，共發出220份問卷，回收185份問卷，回收率84%，剔除無效問卷22份，有效問卷163份，有效問卷回收率74%。有效量表之資料應用因素分析、多變項變異數分析、皮爾森相關分析、多元逐步回歸等方法，以考驗研究之假設。本研究結果與結論如下：
1、 本研究編製對行政院所屬電訪中心員工之對電話詐騙影響工作認知、工作滿足、組織承諾與離職意圖量表，均具有良好的信度與效度。
2、不同背景變項對行政院所屬電訪中心員工之對電話詐騙影響工作認知、工作滿足、組織承諾與離職意圖有顯著差異。
3、行政院所屬電訪中心員工之對電話詐騙影響工作認知、工作滿足、組織承諾與離職意圖之間存在顯著相關性。
4、行政院所屬電訪中心員工之對電話詐騙影響工作認知、工作滿足與組織承諾三架構，最能預測員工之離職意圖。
5、行政院所屬電訪中心員工之對電話詐騙影響工作認知對離職意圖有正向效果，若透過負向工作滿足與組織承諾的運用，對離職意圖將有正佳的效果。

關鍵字

電話詐騙影響工作認知 ； 工作滿足 ； 組織承諾 ； 離職意圖

並列摘要

This research is for the purpose of discussing the relationship of job satisfaction, job performance, the influence of telecommunication crime on job recognition and turnover intention of employees of center of telephone survey. The first step of doing this research is to consult relative domestic and international papers in order that job satisfaction suitable, organizational commitment questionnaire, the influence of telecommunication crime on job recognition and turnover intention for measurement can be as a tool for collecting empirical evidence.
The data is collected for employees of center of telephone survey, department of health and based on a stratified random sampling method. And the sample consisted of 220 persons took part in the survey, from those collected 185 questionnaires, the percentage being 84%, after deleting 22 pieces of flawed answer sheet, the final sample size is therefore 163, the rate of effective questionnaire is 74%. The study methods consist of Factor Analysis, One-way MANOVA, Pearson Correlation Analysis, and Stepwise Multiple Regression Analysis with trial hypnosis testimony. This study present the major findings as follows :
1.For Electricity Visits of Department Of Health, make suitable for The Influence Of Telecommunication Crime On Job Recognition, Job Satisfaction , Organizational Commitment and Turnover Intention.
2.The different background variable of the employee of Electricity Visits of Department Of Health, produces significant difference in Telecommunication Crime On Job Recognition, Job Satisfaction , Organizational Commitment and Turnover Intention.
3.For Electricity Visits of Department Of Health, there are conspicuous correlations among personalities, Telecommunication Crime On Job Recognition, Job Satisfaction , Organizational Commitment and Turnover Intention.
4.Telecommunication Crime On Job Recognition, Job Satisfaction , Organizational Commitment and Turnover Intention of Electricity Visits of Department Of Health,for the faculties job performance by Regression analysis.
5.The Telecommunication Crime On Job Recognition, Job Satisfaction , Organizational Commitment and Turnover Intention of Electricity Visits of Department, is that personality affects Job Recognition by Job Satisfaction , Organizational Commitment and there is a casual relation on Turnover Intention.

並列關鍵字

Turnover Intention ； Organizational Commitment ； The Influence Of Telecommunication Crime On Job ； Job Satisfaction

參考文獻

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