台北捷運公司高運量站務人員員工滿意度之研究

The Research on The Station Staffs Satisfaction of High Capacity Station Operations Division of Taipei Rapid Transit Corporation

陳宇軒(Yu- Xuan Chen)

指導教授 ： 張純莉

朝陽科技大學/設計學院/數位化產品設計產業研發碩士專班/碩士(2012年)

摘要

台北大眾捷運股份有限公司在運輸服務業中，對於顧客滿意度相當重視。然而，國內外文獻均同意「有滿意的員工，才有滿意的顧客。」當員工的需求能獲得企業重視並實現時，員工必樂於對外部顧客提供優良之服務品質。
此次研究乃是針對直接與顧客接觸的高運量站務處車站同仁，以抽樣調查方式施以員工滿意度調查，分別探討員工的個人屬性，性別、年齡、工作年資、婚姻狀況、教育程度、工作職級、個人年所得等與員工滿意度的關聯性。
本研究顯示工作職級對於員工滿意度是有差異的。員工滿意度最低的職級，服務員及事務員，因人數不多並且較少接觸旅客，因此，針對與顧客接觸最頻繁、人數最多及員工滿意度低於平均值的兩個職級，站務員及評價副站長，給予公司建議，期望能夠有效的提升員工滿意度，進而提供更好的服務品質提升顧客滿意度。

關鍵字

捷運 ； 員工滿意度

並列摘要

Taipei Rapid Transit Co., LTD. puts great emphasis on customer satisfaction in the transportation service industry; however, literatures at domestic and abroad both agree with the idea that “Satisfied employees equal satisfied customers.” When employees’ demands are valued and satisfied, they will surely be willing to deliver good services to external customers.
The subjects of this research are colleagues who have direct contact with customers in the station with high-volume transit. A sample survey was adopted to explore the staff satisfaction’s connection with employees’ personal attributes, gender, age, job-related rank, marital status, education level, work level, personal annual income etc.
The research shows that there is a difference between job-related rank and employee satisfaction. Service staff and clerks, the two ranks with the least staff satisfaction, are excluded in this research because they are in small number and relatively have little contact with customers. This research is mainly concerned with the passenger agents and vice station masters, the two ranks that have constant contact with customers and the largest number but have lower staff satisfaction than the average value; therefore, it is suggested that the company should improve staff satisfaction efficiently so as to offer better quality service and improve customer satisfaction.

並列關鍵字

Transit Corporation ； Staffs Satisfaction

參考文獻

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