醫療機構內部服務品質、工作滿足、角色壓力與員工工作績效關係之研究－以嘉南地區署立醫院為例

The Research on the Relationship among Internal Service Quality, Job Satisfaction, Role Stress and Job Performance inside the Healthcare Organization-A Case Study of Jianan District Hospital

曾信超(Hsing-Chan Tseng) ； 蔣大成(Ta-Cheng Chiang) ； 侯淑華(Shu-Hua Hou)

《品質學報》 15卷3期 (2008/06) Pp. 233-247

摘要

本研究針對醫療機構內部服務品質、工作滿足、角色壓力與員工工作績效之間的關係加以探討，研究對象為嘉南地區署立醫院（地區醫院及專科醫院），本研究就137份有效回收問卷進行實證分析，並以SEM模式分析對本研究整體架構進行驗證，研究結果發現：內部服務品質對工作滿足有顯著的正向影響，工作滿足對工作績效有顯著的正向影響，工作滿足對角色壓力有顯著的負向影響。內部服務品質會透過工作滿足的中介效果正向顯著的影響工作績效，且內部服務品質亦會透過工作滿足的中介效果負向顯著的影響角色壓力。綜合本研究之分析結果，對醫療機構提升工作滿足給予建議如下：讓員工有機會嘗試不同性質的工作、促進員工相處愉快、主管能關心員工的工作內容與進度、提供員工有發揮工作能力的機會、讓員工在工作時不感到違背良心、員工可以在工作中獲得成就感。

關鍵字

內部服務品質 ； 工作滿足 ； 角色壓力 ； 工作績效 ； 醫院

並列摘要

This research is to explore the relationship among internal service quality, job satisfaction, role stress and job performance inside the healthcare organization. The research was taken in Jianan District Hospital (area hospital and specialized hospital). This research had analyzed 137 effective questionnaires and had used SEM model analytical to validate the general structure of the research. Research result shows: internal service quality had obvious influence on the job satisfaction; job satisfaction had obvious influence on the job performance; job satisfaction had obvious negative influence on the role stress. Internal service quality had obvious influence on the job performance by the intermediary effect of job satisfaction; internal service quality had obvious influence on the role stress by the intermediary effect of job satisfaction. After integrated the results of this research, our suggestions on improving job satisfaction degree for healthcare organizations are as follows: enable staff to try different jobs; promote the harmonization between staff; care staff's working content and progress; provide opportunities for staff to show their working ability; don't force staff to do the work against their will; enable staff to feel their working achievement.

並列關鍵字

internal service quality ； job satisfaction ； role stress ； job performance ； hospital

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