集合式住宅社區駐衛保全人員工作滿意度因素研究：以大台北地區為例

台灣保全業發展歷程已邁向興盛蓬勃的階段，這些年來，駐衛保全的成長更有如黑馬般的成為保全業最重要的發展項目，目前全國保全從業人員佔大多數皆為住宅社區保全人員，學術界對於保全員工作滿意度之研究已有數十篇論文，但針對社區駐衛保全工作滿意度之研究卻佔較少篇幅，然而現今城鄉住宅建築型態，已逐步趨向高樓化之集合式住宅社區發展模式，社區駐衛保全工作將成為與社會治安連結的重要職場，成為台灣保全產業發展重要關鍵。故本研究可歸納之目的為：（一）瞭解社區駐衛保全人員之工作滿意度現況。（二）分析影響社區駐衛保全人員工作滿意度之因素。（三）針對保全公司，提出改善工作滿意度之策略。（四）針對社區管理委員會組織，提出影響工作滿意度之因素，以期避免促發情緒之風險因子，提高工作效能，使得消費者能夠得到更佳服務。本研究探討集合式住宅社區駐衛保全人員工作滿意度之影響因素，期能夠提出務實的改善方針，以建構業者、社區及保全人員三贏的發展。研究方法採問卷調查之量化法，並以大台北地區共40家保全公司派駐於社區服勤之1100名保全人員為問卷發放對象，其中包含177名駐勤幹部及923名基層警衛，根據回收資料進行統計分析，針對人口背景特性、社區環境、公司組織、工作承諾等變項，分析出其影響因素及因應對策。本研究發現影響保全人員工作滿意度的重要因素為：（一）已婚保全人員較滿意於工作。（二）工作承諾高之人員較滿意於工作。（三）服務之社區型態會影響工作滿意度。（四）服務公司管理友善合理對保全人員工作滿意度較高。本研究最後對於改善保全人員工作滿意度提出4點建議為：（一）強化保全人員的婚姻與家庭的依附關係及優先晉用工作承諾感較高之保全人員。（二）公司應該適當根據服務社區型態調高薪資或給予案場加給。（三）公司勤務幹部任用制度應以適當的外勤人員為主。（四）社區管理委員會應與保全公司共同協助改善保全工作滿意度。

關鍵字

駐衛保全；工作滿意度；社區保全；保全業

並列摘要

The security business in our country has been developed prosperously. In recent years, the stationed security has grown to become the most important development item in the security business. Nowadays, most of the domestic security employees are the security personnel in residential communities, and there have been already a few dozens of academic papers studying the job satisfaction of the security personnel; whereas, there are not so many researches on the job satisfaction of the stationed security in the communities. However, the existing urban residential architecture has been gradually developed toward the high-rise condominium communities and the community stationed security job will become the important field that links with the public order. In addition, the need for dispatch workers will increase in a large amount annually, thus becoming the important key factor in the development of domestic security business. Accordingly, the objects of this research that can be induced are (1) understanding the current status of the job satisfaction of the community stationed security personnel (2) analyzing the factors that affect the job satisfaction of the community stationed security personnel (3) providing the security companies with the strategy for improving the job satisfaction of the stationed security personnel and (4) providing the community management committee with the factors that affect the job satisfaction of the stationed security personnel, so as to prevent from priming the risk factors of emotion and to improve the work efficiency of the security personnel, allowing the consumers to have better services. This research investigated the factors that affect the job satisfaction of the condominium stationed security personnel, in order to propose a practical improvement plan, thereby constructing the three-win development of the security business, the community and the security personnel. The research was conducted by the quantification method using a questionnaire survey to 1,100 security personnel who were stationed at communities in the metropolitan Taipei area, from 40 security companies. Of the 1,100 security personnel, there are 177 stationed supervisory staffs and 923 basic level guards. The statistical analysis was conducted based upon the collected data and the factors were analyzed for the variables, such as population background, community environment, company organization and work commitment, through the related literatures, the structure of research, the design of a rating scale and the results of analysis, thereby providing the strategy for improving the job satisfaction of the security work. From this research, the important factors that affect the job satisfaction of the security personnel are that (1) the married security personnel are more satisfactory with the job (2) the security personnel with higher work commitment are more satisfactory with the job (3) the type of community that the security personnel work at will affect the job satisfaction of the security personnel and (4) the job satisfaction of the security personnel is higher if the company that the security personnel work for manages friendly and reasonably. Finally, the research proposes four suggestions regarding the improvement of the job satisfaction of the security personnel, including (1) intensifying the affiliation of the security personnel with marriages and families, and hiring the security personnel with higher work commitment as a priority (2) that the security company should raise the salary or provide the field bonus according to the type of community that the security personnel work at (3) that it is the first step of success for the security company to use primarily the proper field security personnel as the company supervisory staffs and (4) the community management committee should collaborate with the security company to help improving the job satisfaction of the security personnel.