Differences between Satisfied and Unsatisfied Employees: An Example from a Hospital in Taiwan

滿意員工與不滿意員工差異因素之研究：以台灣某醫院為例

朱正一(Cheng-I Chu) ； 徐祥明(Hsiang-Ming Hsu) ； 陳奕芝(I-Chi Chen) ； 徐韶涓(Shao-Juan Hsu)

《醫護科技學刊》 6卷1期 (2004/01) Pp. 59-67

https://doi.org/10.6563/TJHS.2004.6(1).5

摘要

本研究旨在探討哪些因素會影響醫院員工之工作滿意度。資料來自某醫院於2003年所做的內部員工滿意度研究，就該院醫師、醫技、護理及行政四類人員中隨機抽取28%，405位樣本進行問卷調查，所得有效樣本計192位。自變項包括「員工對薪資調整原則的理解（UNDER）」、「員工對主管是否能影響其薪資調增與否之理解（INFLU）」、「與本職相符之教育程度（EDUC）」、「部門別（DIV）」、「對績效評估制度精確與否的感受（PERF）」、「最近一年工作是否更換（TURN）」、「最近一年是否曾升遷（PROMO）」、「性別（SEX）」、「年齡（AGE）」、「月薪（SALARY）」等變項。
本研究主要以邏輯回歸及逐步回歸進行分析，結果發現「員工對薪資調整原則的理解（UNDER）」、「員工對主管是否能影響其薪資調增與否之理解（INFLU）」、「對績效評估制度精確與否的感受（PERF）」、「最近一年工作是否更換（TURN）」、「年齡（AGE）」等變項會顯著影響員工之滿意度。顯見負責提高醫院員工工作滿意度的醫療機構經理人，應將注意力放在如何設計一套完善的報酬與考核制度上。

關鍵字

工作滿意度 ； 醫院員工 ； 台灣

並列摘要

Satisfactory and unsatisfactory employees are believed to share certain important characteristics that are worthy of discussion. Therefore, this study assesses the factors that govern whether hospital employees are satisfied with their jobs. Data were obtained by surveying employees in 2003. Surveys were distributed directly at a hospital in Taiwan. The sample was a random sample of 28% of the 1,441 hospital employees who worked in four main areas: in administration, as physicians, in nursing or as technicians. A total of 192 completed questionnaires were returned with an effective response rate of 47.4%.
This study examines the relationship between employee satisfaction and the following ten selected independent variables; understanding of criteria for pay increases (UNDER), perceived influence of supervisor on pay increases (INFLU), level of professional education (EDUC), division (DIV), perceived accuracy of performance appraisal system (PERF), change of jobs in the last year (TURN), promotion in the last year (PROMO), gender, age and monthly salary (SALARY). Logistic regression and stepwise regression approaches were applied. The findings indicate that understanding of the pay increase criteria (UNDER), perceived influence of supervisor on pay increase (INFLU), perceived accuracy of performance appraisal system (PERF), change of jobs in the last year (TURN), and age (AGE) were most important. These results were consistent with most modern motivation theories in that money alone is no longer a prime determinant of employees’ motivation.
The results imply that health-care managers who are responsible for promoting their employees’ satisfaction with their jobs should focus on establishing a well-designed and well-understood compensation and performance appraisal system.

並列關鍵字

job satisfaction ； hospital employees ； Taiwan

參考文獻

Boss, B. M.(1990).Handbook of Leadership: Theory Research and Managerial Application.New York:The Free Press.

Drafke, M.,Kossen, S.(1997).The human side of organizations.Addision-Wesley Longman Inc.

Greenberg, J.,Baron, R. A.(1996).Behavior in organizations.Upper Saddle River, New Jersey:Prentice-Hall.

Heskett, J. L.,Johns, T. O.,Loveman, G. W.,Sasser, W. E.,Schlesinger, L. A.(1994).Putting the service-profit chain to work.Harvard Bussiness Review.72(2),164-174.

Koehler, W. F.,Fottler, M. D.,Swan, J. E.(1992).Physician-patient satisfacition: Equity in the health services encounter.Medical Care Review.49(4),455-481.