捷運系統運務人員工作壓力對工作倦怠關係研究－以高雄捷運司機員為例

A study on the relationship between job stress and job burnout of staffs in the Mass Rapid Transit system: The Case of the drivers in Kaohsiung Rapid Transit Corporation.

宋政杰(Cheng-Jie Song)

指導教授 ： 廖婉鈞

國立屏東科技大學/人文暨社會科學院/技職教育研究所/碩士(2014年)

https://doi.org/10.6346/NPUST.2014.00192

摘要

捷運系統雖然具有高度自動化與絕對專用路權，但現場工作環境仍有許多不可預期之因素。在捷運系統裡，司機員是電聯車運行的主控者，扮演處理緊急事故的重要角色，為了捷運系統安全可靠的穩定運轉，捷運司機員的執勤過程往往在各種壓力下完成，工作壓力長久累積下來會導致很多負面的結果，其中又以工作倦怠最為常見性，可能對行車安全造成威脅，然而，國內對於捷運司機員的工作壓力與工作倦怠問題之研究卻不多，故本研究，試圖探討捷運司機員工作壓力與工作倦怠間的關係，並以捷運司機員之「情緒智慧」及「知覺人力資源發展程度」為調節變項，欲探究個人情緒智慧，及組織人力資源發展是否會造成工作壓力與工作倦怠關係的差異，對於捷運系統安全和服務品質將成為重要的關鍵工作。
　　本研究以高雄捷運公司的捷運司機員為主要問卷施測對象，有效樣本共139筆，在捷運司機員之個人控制變項與各變數構面經變異數分析(ANOVA)，發現捷運司機員的駕駛年資在工作壓力之「生理構面」有顯著差異，駕駛年資較資淺之司機員在執勤時感受到較大的生理構面的工作壓力。
捷運司機員的工作壓力對工作倦怠經多元迴歸分析發現：
（一）工作壓力之「生理構面」對工作倦怠之「情緒耗竭構面」達顯著正向關係。
（二）工作壓力之「生理構面」對工作倦怠之「缺乏信心構面」達顯著正向關係。
（三）工作壓力之「管理構面」對工作倦怠之「缺乏成就感構面」達顯著正向關係。
捷運司機員的情緒智慧與知覺人力資源發展程度的調節效果經多元迴歸分析結果發現：
（一）情緒智慧在工作壓力「生理構面」與工作倦怠「情緒耗竭構面」關係中的調節效果顯著。
（二）知覺人力資源發展程度在工作壓力「生理構面」與工作倦怠「情緒耗竭構面」關係中的調節效果顯著。
（三）知覺人力資源發展程度在工作壓力「管理構面」與工作倦怠「缺乏信心構面」關係中的調節效果顯著。
　　根據研究結果，本研究進一步提出相關之結論與建議。

關鍵詞：工作壓力、工作倦怠、情緒智慧、知覺人力資源發展程度

關鍵字

工作壓力 ； 工作倦怠 ； 情緒智慧 ； 知覺人力資源發展程度

並列摘要

Although the Mass Rapid Transit (MRT) system is highly automated and is the A Type Right-of-way, there’re still many unpredictable factors in the on-site work environment. In a MRT System, drivers are the main controller for the operation of MRT train, and they also play a key role in handling emergency. In order to keep a safe and reliable operation for MRT System, MRT drivers were often completed their duties under various stresses; as a result, Job stress can be accumulated for a long time and caused many negative outcomes; among which, job burnout is the most common one, and they may threaten the driving safety. However, there’re only few domestic researches and studies on Job stress and job burnout issues, therefore, this study intended to explore the correlation between MRT drivers’ Job stress and job burnout, and then employed MRT drivers’「emotional intelligence (EQ)」and「perception of human resource development (HRD) level」as the moderator to investigate whether individuals’ EQ and organizational human resource development (HRD) would cause a difference between Job stress and job burnout, thus it would be a key work to the safe and service quality for MRT System.
This study used MRT drivers of Kaohsiung Rapid Transit Corporation as the main testees of questionnaire survey, and obtained 139 valid samples of this research. In terms of MRT drivers’ individual variables and variance dimensions, after analyzed by using Analysis of Variance (ANOVA), the results showed that MRT drivers’ diving seniorities have a significant difference in「physiological dimension」of Job stress, drivers with less driving seniorities will under more physiological Job stresses.
In addition, after analyzed MRT drivers’ Job stress on job burnout by employing multiple regression analysis:
A.Job stress’s「physiological dimension」on job burnout’s「emotional exhaustion dimension」reached a significant positive correlation.
B.Job stress’s「physiological dimension」on job burnout’s 「unconfident dimension」reached a significant positive correlation.
C.Job stress’s 「management dimension」on job burnout’s 「lacked sense of achievement dimension」reached a significant positive correlation.
After analyzed the moderating effect on MRT drivers’ EQ and perception of HRD level by using multiple regression analysis, and results showed:
A.EQ possessed a significant moderating effect on correlation between Job stress’s「physiological dimension」and job burnout’s「emotional exhaustion dimension」.
B.Perception of HRD level possessed a significant moderating effect on correlation between Job stress’s「physiological dimension」and job burnout’s「emotional exhaustion dimension」.
C.Perception of HRD level possessed a significant moderating effect on correlation between Job stress’s「management dimension」and job burnout’s「unconfident dimension」.

Moreover, based on the research results, this study would propose related conclusions and suggestions.

Keywords: job stress, job burnout, emotional intelligence, perception of HRD level

並列關鍵字

job stress ； job burnout ； emotional intelligence ； perception of HRD level

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