壽險業業務單位教育訓練實施成效 對業務人員工作滿意關聯性之研究

The life insurance industry agency education and training implementation result to the agent job satisfaction connection research

蔡鴻儒(Hung-Ju Tsai)

指導教授 ： 李弘暉

元智大學/管理學院/管理研究所/碩士(2008年)

摘要

近年來臺灣壽險業務人員數已逾三十萬人，另隨著壽險業全球化趨勢，不論在商品創新多元、客戶認知需求、銷售技巧及型態、壽險業的經營模式，甚至於政府的管理措施等各方面都起了極大的變化，而其間對為數眾多的壽險從業人員衝擊尤其劇烈。

由於新型態商品（投資型品、萬能壽險、分紅保單、外幣保單等）幾乎與市場投資標的產生聯結、保費運用等資訊因應政策要求需公開揭露，以及主管機關對從業人員專業資格審查等因素，尤其重要的是從業人員素質良窳對保戶權益及國家金融秩序影響甚鉅，因此業務員是否樂在工作及俱備正確認知便顯得格外的重要。

基於上述說明，本研究乃針對本土及外商公司計八家兩百餘位壽險業務人員為研究對象，並以教育訓練成效：一、職業道德的導正。二、專業技能的提昇。三、人際關係的改善。四、自我成就的肯定等四個構面是否導引研究對象對工作產生滿意感，進而影響業務績效為研究主軸。

本研究透過問卷調查經描述性統計分析、信度分析、相關性分析、多元迴歸分析、T檢定差異分析等法實證研究後，所獲得的重要結論如下：一、職業道德之教育訓練成效與工作滿意部份，本土公司在工作滿意及內在滿意具顯著關聯性；而外商公司則是在工作滿意、內在滿意、外在滿意三方面皆達到顯著關聯。二、專業技能之教育訓練成效與工作滿意部份，本土公司具顯著關聯性而外商公司則否。三、人際關係之教育訓練成效與工作滿意對本土公司不具顯著關聯，但對外商公司具顯著關聯性。四、自我成就之教育訓練成效與工作滿意之間，本土公司具顯著關聯性但外商公司則否。五、教育訓練成效與業務績效之間，不論對本土公司或外商公司皆有顯著關聯性。

關鍵字

教育訓練 ； 職業道德 ； 專業技能 ； 人際關係 ； 自我成就 ； 工作滿意 ； 業務績效

並列摘要

In recent years Taiwan life insurance agent number already exceed 30 ten thousand people, in addition along with life insurance industry globalization tendency, no matter innovates many, the customer cognition demand in the commodity, the sales skill and condition, the life insurance industry management pattern, even Government management measure and so on various aspects all got up the enormous change, but during to attacks for the number multitudinous life insurance jobholders especially fiercely.

Because the new condition commodity (investment commodity, multi-purpose life insurance, draw bonus policy, foreign currency policy and so on) nearly with market investment information and so on sign production joint, insurance premium utilization needs the public exposition in accordance to the policy claim, as well as the controlling organization to factor and so on jobholders professional qualification examination, especially more importantly the jobholders quality good or not is really great to customer the rights and interests and the national finance order influence, therefore clerk whether happy then does appear the especially importance in the work and the ready correct cognition.

Based on the above showing, this research is counts eight two hundred life insurances agent in view of the native place and the foreign company is the research object, and education and training result: First, the occupational ethics leads. Second, specialized skill promotion. Third, interpersonal relationship improvement. Fourth, the self- achievement is willing to grade four constructions surface whether guides the research object to have satisfaction feeling to the job, then the influence service achievements for study the main axle.

The research penetration questionnaire survey after the description statistical analysis, the credible and effective analysis, T examination variance analysis, relevant analysis, multiple regression analysis, the important conclusion which obtains as follows: First, education and training result and the work satisfaction part the occupational ethics, the local company is satisfied and intrinsic satisfaction in the work has reveals the connection; But the foreign company is in work satisfaction, intrinsic satisfaction, external satisfies three aspects all to achieve reveals the connection. Second, education and training result and the work satisfaction part the specialized skill, the local company has revealed the connection but the foreign company not to have. Third, education and training result and work satisfaction the interpersonal relationship have not certainly revealed the connection to the local company, but has to the foreign company reveals the connection. Fourth, education and training result and work satisfaction between the self-achievement, the local company has reveals the connection but the foreign company not to have. Fifth, between education and training result and performance, no matter all has to the local company or the foreign company reveals the connection.

並列關鍵字

Education and Training ； Occupational Ethics ； Specialized Skill ； Interpersonal Relationship ； Self-achievement ； Job Satisfaction ； Performance

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