居家照顧服務員之人格特質、照顧工作壓力與工作滿意度關係之探討

研究背景：長期照顧服務，係針對老人及失能者之照顧需求，國內人口快速老化及長期居家照顧需求倍增，為提升居家照顧服務員(以下簡稱服務員)對需求者提供適切之照顧服務。研究目的：本研究欲探討服務員的人格特質、工作壓力與工作滿意度三者間之關係及探討人口學特性、人格特質、工作壓力對工作滿意度的影響。研究方法：本研究為橫斷式的研究設計，以任職於高雄地區居家照顧服務支援中心之服務員為對象，採便利取樣方式發放問卷填答並回收問卷蒐集彙整，問卷內容涵蓋人口學特性、人格特質、工作壓力與工作滿意度等資料。統計分析方法為描述性統計、差異分析與相關性分析。研究結果：問卷總計203份，回收有效問卷190份，回收率93.5%，在人口學特性比較差異分析中，子女數量在嚴謹性人格特質達顯著差異，教育程度、平均收入、工作年資在工作壓力三個面向中達顯著差異，工作滿意度面向僅教育程度達顯著差異。工作壓力之「工作負荷量」在開放性、嚴謹性、外向性、宜人性、神經質人格特質達顯著正向關；「工作阻礙」在開放性、神經質人格特質達顯著正向關；「專業與角色衝突」在嚴謹性、宜人性人格特質達顯著負向關，與神經質人格特質達顯著正向關。工作滿意度與嚴謹性、外向性、與宜人性人格特質達顯著正向關。工作滿意度與工作壓力之，「工作阻礙模式」與「專業與角色衝突」兩者達顯著負向關結論與建議：服務員面對工作壓力時，不同人格特質對工作滿意度呈現不同結果。管理者應能了解照服員之人格特質，並善用管理與提供支持，使其能適當的紓解壓力及提升專業技能，創造更好之服務效益。

關鍵字

長期照顧；照顧服務員；人格特質；工作壓力；工作滿意度

並列摘要

Background：Service of long-term homecare is for need of the elderly and the disable. Due to a sharp increase of homecare need, which is caused by aging phenomenon in the society, service quality of homecare workers should be enhanced. Purpose：The current study was (1) to explore the relationship among personality traits, work pressure, and work satisfaction and (2) to delve into the factors of work satisfaction affected by demography, personality traits, and work pressure. Methodology：The design of the current study was cross-sectional. The questionnaires were distributed and completed by homecare workers from the homecare supportive center in Kaohsiung through utilizing the approach of convenience sampling. The questionnaire comprised four parts including demography, personality traits, work pressure, and work satisfaction. The data was conducted by descriptive statistical analysis, variance analysis, and correlation analysis. Results：In the current study, 203 questionnaires were distributed and 190 ones were returned for a response rate of 93.5%. First, as to the relationship between demography and three other constructs, the results showed that the difference between the number of children and conscientiousness personality was significant; in addition, the work pressure was significantly different from education level, income average, and work length respectively. Moreover, there was a significant difference between education level and work satisfaction.Second, as to the relationship between personality traits and work pressure, the results indicated that workload was positively related to openness, conscientiousness, extraversion, agreeableness, and neuroticism personality; in addition, work barrier was positively related to extraversion and neuroticism personality. Furthermore, role conflict was positively related to neuroticism personality yet negatively related to conscientiousness and agreeableness personality. Third, as to the relationship between personality traits and work satisfaction, the results demonstrated that work satisfaction was positively related to conscientiousness, extraversion, and agreeableness personality. Last, as to the relationship between work pressure and work satisfaction, the results manifested that there was a significantly negative relation between work barrier and role conflict. Conclusion and Suggestion：When homecare workers feel pressure, their different personality traits would lead to distinct performance on work satisfaction. Managers are supposed to govern and support homecare workers by better understanding their individual personality traits. Besides, managers should be able to elevate service efficiency of homecare workers by releasing their stress and by enriching their professional skills.

並列關鍵字

long-term care ； homecare workers ； personality traits ； work pressure ； work satisfaction

參考文獻

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居家照顧服務員之人格特質、照顧工作壓力與工作滿意度關係之探討

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