企業對於人力的需求已從「量」的擴增,轉為「質」的提昇,而有制度的教育訓練已成為企業經營管理之成敗關鍵;但大多數旅館並無一套標準的作業流程,能讓員工學得最合適之服務,因此本研究欲了解目前旅館業教育訓練實施之現況,比較其不同部門與地區,對教育訓練需求上與訓練實施滿意程度之差異性,且進一步了解員工教育訓練與工作滿足之相關性。問卷參考岑淑筱(1997)針對國內五星級觀光旅館從業人員的訓練狀況而設計之問卷為基礎,與Weiss 等學者(1967)編制之「明尼蘇達滿意問卷」短式題表為研究之發展基礎;以都市區為主要研究範圍,取台北、台中與高雄的國際觀光旅館共26家,並以旅館內客務部、房務部、餐飲部與其它四個部門的正職員工為研究對象,共發出465份問卷,共回收387份,而有效回收率為74.4%;將回收後之資料以描述性統計、單因子變異數分析、Scheffe’s method 進行事後比較、卡方檢定與迴歸分析等統計方法進行分析。結果發現如下:(一)旅館業員工因部門別與地區別不同,對教育訓練之需求與實施滿意程度上有顯著之不同;(二)旅館業員工因個人特質、部門別與地區別之不同,在工作滿足程度上有顯著之不同;(三)旅館業員工接受教育訓練後對其工作滿足有顯著之影響。
Nowadays the manpower needs of enterprises have become “quality- oriented”. The key to be a successful operation is to improve educational training system. However, most hotels do not have a set of standard operating processes that are appropriate for employees. The purpose of the study was to analyze the training demands of each department and the location, as well as to examine the relationship between employees’ educational training and job satisfaction in international tourist hotels in Taiwan. The Job Satisfaction inventory was basic on Shu-Chiao Tsen (1997) and Weiss et al. (1967) short-style sheet of “Minnesota Satisfaction questionnaire”. A survey was distributed to 465 employes who work at the international tourist hotels in Taiwan, and overall return rate was 74.4%. Satistical methods included descriptive statistics, one-way ANOVA, Scheffe’s method, chi-square and regression. These were used to examine the differences between personal attributes variable and job satisfaction. The results showed that there were significant differences in training demands of each department and location. There were significant differences between personal attributes variable and job satisfaction. Beside, this finding indicated that employees’ job satisfaction were significant influence by receiving educational training.
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