銀行理財專員角色衝突、工作壓力與離職傾向關係之研究 －以T銀行為例

Turnover, work pressure and role conflict in financial consultant－in case of bank T

徐煜捷(Yu-Chieh Hsu)

指導教授 ： 陳熙玫

崑山科技大學/商業管理學院/企業管理研究所/碩士(2007年)

摘要

銀行業為高度競爭的行業，其中主導銷售是理財專員，由於目前的金融產業強調一次購足的完整服務，迫使的理財專員同時扮演多種角色；再加上我國目前劇烈的金融併購環境，導致理財專員成為高工時與高壓力下的高離職率的金融從業人員。理財專員的離職固然是因為對自我工作本身或公司組織的滿意度下降，而產生的一種行為，但當員工離職時，對銀行的服務品質、產品契約繼續率及契約量等，都產生相當大的影響。亦會影響其他同事的滿意感、士氣與工作表現，進一步對公司組織造成負面影響，因此有其必要性實行多項策略來降低離職傾向，以求減少員工因為角色衝突、工作壓力、工作滿意度低及組織氛圍不佳而導致的離職。
本研究針對工作壓力、工作壓力源、自我屬性來探討離職傾向，以求減少員工因為工作性質與本身自我期待不同而導致的離職，將組織內之人力做最有效的運用，達成組織的目標及強化組織的核心競爭優勢。本研究採問卷調查法，發放260份問卷，發放對象為T銀行嘉義以南各分行的理財專員。運用因素分析法找出主成份因子並透過迴歸分析以多元迴歸分析來探討角色衝突、工作壓力、離職傾向的預測能力。
研究發現之前其它領域的文獻的探討，均顯示年齡小、職位低、年資淺與組織承諾低的員工為相對高離職率的員工。然本研究卻有截然不同的結果，高學歷、高年資與高層級的理財專員反而有高程度的離職傾向，這是可能是因為外在環境的高度誘惑與理財專員的同質性有相關。學經歷俱佳的理財專員，其它銀行求才若渴，新銀行需要他們來訓練新進的人員，並且帶入新的顧客，反之經驗不足的理專則非市場上炙手可熱的人才。因此本研究的貢獻在於發現，組織承諾高與年資久固然對離職員工產生極大的損失，會使離職傾向降低，然如果外在環境的誘惑足以彌補這樣的損失時，員工反而會產生高度的離職傾向。

關鍵字

理財專員 ； 角色衝突 ； 工作壓力 ； 離職傾向

並列摘要

Financial industries are highly competitive, among which the Financial Consultants (FCs) are those who handle the most sale of banking. Due to the tendency towards multidimensional service, FCs too often play multiple roles in their career field. Today, financial industries in Taiwan have been facing dramatic changes, such as Mergers and Acquisitions which makes FCs experience much stress from their job and work long hours and thus in turn increases the turnover rates of FCs.
While Financial Consultants quit as a result of decreasing satisfaction with their occupation and working conditions, the service quality, product contract continual rate, and the amount of contracts signed are all greatly influenced by their resign. It inevitably affects the morale and work performance of other colleagues and further has a negative impact on the company organization. Thus it is crucial for companies to develop strategies that improve the working conditions and help resolve FCs’ role conflict and stress, thereby reducing their turnover rate.
This research focused on FCs’ work pressure, stress source, and identity that attribute to staff turnover problem, and the findings may be applied to reduce the resign rate caused by the conflict between real working conditions and employee expectations. This research distributed 260 questionnaires to FCs in T bank branches located south to Chiayi. Data resulted from this research was analyzed with factor analysis, Principal Component Analysis (PCA), regression analysis, multiple regression analysis to explore role conflict and work pressure, as well as to get the predictability of turnover rate.
Previous literature indicated that FCs with younger age, lower position, and shortly tenure are more prone to resign. However, this research has a different finding by showing that FCs with higher educational background higher position, and long tenure have higher resign rate. It could be explained that the market has high demand of experienced FCs, including new banks that need them to train new employees and bring new customers, whereas less experienced FCs are not as highly demanded as experienced ones. The contribution of this research is to propose that although the resign of CFs with high commitment from organization and long past service experience will be a loss both to the employer and the employee, which discourages the employee to quit, CFs will still tend to resign as they realize that the offer from another company is good enough to compensate their loss from the current company.

並列關鍵字

FC ； Roll Conflict ； Work Pressure ； Resign Tendenc

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