運用JCM和Kano模式探討企業內部服務品質對員工工作滿意度之影響研究－以台鐵台中工務段為例

Apply Job Characteristics Model and Kano’s Model to Business Internal Service Quality on the Employee Job Satisfaction－A Case Study of Tai-chung Construction Branch from Taiwan Railways Administration

林偉玲(Wei-Ling Lin)

指導教授 ： 賴福來

國立虎尾科技大學/管理學院/工業工程與管理研究所/碩士(2014年)

摘要

由於近年來台鐵給國人的觀感幾乎處在年年虧損狀態，加上公路、航空、捷運及高鐵等便捷的交通工具陸續加入營運，使得台鐵的經營雪上加霜並更加惡化。如今，台鐵又面臨國營事業民營化的重要階段，為有效提昇台鐵及所屬機構員工的工作效率與工作滿意度，是台鐵亟待改善的重要課題。因工務段隸屬台鐵最基層的部門，如要治本就要從最根本做起。

本研究係以台鐵台中工務段員工為對象，探討員工對於台中工務段服務品質的看法和評價；有別於傳統衡量企業內服務品質之方法，運用整合工作特性模式(JCM)與Kano二維品質模式的方法探索企業內服務品質。藉由包含44個題項的問卷調查，將企業內服務品質依不同人口統計變數之激勵潛能分數(MPS)探討其差異性，以及二維品質特性給予歸類，並計算企業內服務品質的滿意指標(SII)及不滿意指標(DDI)，以瞭解台中工務段員工的心聲，藉此進一步找出關鍵服務品質要素，作為改善員工工作滿意度的重要依據。

本研究主要發現，在工作特性模式分析的 MPS 部份，人口變數中年紀較長者及國中(含)以下，具有高內在動機、高工作滿足、高工作績效、以及低曠職率與流動率；在Kano二維品質模式部分，一維品質16 項、必須品質8 項，無差異品質2 項。因此員工對於工務段所提供的服務，具備程度越高，則員工會越來越滿意，而如果具備程度越欠缺，則員工會越不滿意； 從員工(SII)與(DDI)中，發現台中工務段管理者若能加強工作上之充足設備及自由空間，並對於直屬長官的管理方式與員工間的相處情形加以改善，必定能夠大大增加員工的工作滿意度，同時降低員工的不滿意程度。

關鍵字

工作特性模式 ； Kano二維品質模式 ； 服務品質 ； MPS ； 工作滿意度

並列摘要

In recent years, the nation’s perception of the TRA is almost at a loss every year. Plus highway, aviation, rapid-transit and high-speed rail, and other convenient means of transportation have joined the operation, TRA’s operation is getting worse and worse. Today, the TRA is facing an important stage of privatization of state-owned enterprises. The most urgent issue that TRA needs to improve is to effectively enhance TRA and its employees’ working efficiency and job satisfaction. Public Works Department is the most fundamental department of TRA; therefore, the improvement must start from the most fundamental.

This study’s subjects are the TRA Taichung Public Works’ employees. The study investigates the employees’ perception and evaluation of Taichung Public Works’ service quality. Unlike traditional methods to measure service quality within the enterprise, the use of integrated job characteristics model (JCM) and Kano model to explore the service quality within the enterprise. By using the 44-item questionnaires, the study aims to investigate the difference of the enterprise service quality according to different demographic variables motivating potential score (MPS) and classify by the two-dimensional quality characteristics. The study also calculates the enterprise service quality satisfaction index (SII) and dissatisfaction index (DDI) in order to understand the thoughts of Taichung Public Works’ employees and further identify the key elements of service quality as an important basis for improving employee job satisfaction.

Findings are as follows. The MPS in integrated job characteristics model analysis shows the older people or the people having junior degree or less have high intrinsic motivation and high job satisfaction, high performance, low absenteeism rate and low turnover rate；in the part of Kano model, one-dimensional quality characteristics have 16-item, must-be quality characteristics have 8-item, and indifferent quality characteristics have 2-item.Therefore, if the Public Works’ services are more complete, the employees will be more satisfied. On the other hand, if the services are less complete, the employees will be less satisfied. According to SII and DDI, I find that if the managers of Taichung Public Works section can provide sufficient working equipment and employees’ autonomy, and improve the way employees getting along with, it must greatly increase employees’ job satisfaction, while reducing employees’ dissatisfaction.

並列關鍵字

Job characteristics model ； Kano model ； Service quality ； MPS ； Work satisfaction

參考文獻

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