政府機關檔案管理單位內部服務品質、員工工作滿意度與工作績效關係之研究

A Comprehensive Study of the Relationships among Internal Service Quality, Job Satisfaction and Job Performance of the Governmental Agency Archives Management Unit

胡庶蓉(Shu-Jung Hu)

指導教授 ： 吳坤山

淡江大學/管理學院/企業管理學系碩士在職專班/碩士(2009年)

https://doi.org/10.6846/TKU.2009.00036

摘要

政府機關檔案管理單位，因檔案法等相關法規制度確立及檔案應用服務功能興起，使檔案管理逐步邁向以「顧客服務」為導向的政策目標，檔案管理業務由庶務性的常態工作，轉變為專業的數位服務，其經營管理概念朝向「標準化」、「資訊化」、「學術化」與「顧客化」邁進，各項標準化作業流程的建置，使檔管人員由傳統被忽視的邊陲地帶，轉化為需具有專業知能的「知識管理者」；隨著檔管工作特性的不同，檔管單位藉由內部服務品質的改變，是否足以激發檔管同仁工作的熱情與服務的熱誠，使長期默默奉獻的檔案管理人員，得以提升檔案管理專業地位，提高其工作滿意度，進而提升工作績效並提振士氣，是檔管單位執行政府政策能否成功的重要依據。
本研究目的希望藉由政府推行檔案法及資訊公開法後，機關檔案的公開，因人、事、時、地、物等檔案管理制度變革造成檔管人員工作內容的衝擊，探討政府機關檔管工作特性的改變對於員工在內部服務品質、工作滿意度、工作績效的影響，以提供檔案管理機關多元化服務政策之參考。
在確定研究動機、擬定研究方向及研究目的後，本研究針對國內外相關文獻加以歸納整理，以確定研究架構及研究假設並進行實證分析。問卷調查對象以北部地區曾獲金檔獎或金質獎之中央機關、地方機關為主，針對170份有效樣本，進行基本資料分析、因素及信度分析、差異性分析、ANOVA分析、相關分析及迴歸分析，最後根據實證之結果提出結論與建議整理如下：
1.檔案管理的工作特性、內部服務品質、工作績效會因檔案管理人 員個人屬性不同，而有顯著差異性。
2.檔案管理的工作滿意度不會因檔案管理人員個人屬性不同，而有顯著差異。
3.檔案管理的工作特性與內部服務品質、工作滿意度有顯著正相關。
4.內部服務品質對工作滿意度、員工工作績效有顯著正向影響。
5.員工的工作滿意度對其工作績效有顯著正向影響。
檔案是政府機關執行業務過程所產生的真實紀錄，具有唯一性，影響綿延深遠，如何在投入整體政府資源最小比例之前提下，尋求最高之服務價值，成為檔案管理單位及從業人員必須努力的方向，本研究在實務上建議應從檔案概念的再教育著手，使每一個公務人員都具備基本的檔案概念，才會珍視檔案了解檔案的重要性。同時加強檔管工作與資訊系統整合，以因應資訊時代快速變革的能力，提高檔案的利用率，創造檔管工作更優質的績效，以符合電子化政府政策，達到數位台灣的未來遠景。

關鍵字

檔案管理 ； 工作特性 ； 內部服務品質 ； 工作滿意度 ； 工作績效

並列摘要

Due to the establishment of the Archive Law and related regulations and the rise of the service functions of the archive application, archive management units in government agency can gradually move archive management toward customer-oriented and take this as the policy goal. Archive management practices turns from daily work into professional digital services, moving the business concept toward “standardization”, “informationization”, “academization”, and “customization”. Meanwhile, the establishment of various standard operation processes allows archivists who had often been ignored to become “knowledge managers” who possess professional knowledge and skills. With different job characteristics of archive management, for archive management units to perform government policies successfully depends on whether archive management units can motivate archivists enough for them to have passions for work and enthusiasm for services, allowing long-time devoted archivists to enhance the professional status of archive management and increasing their job satisfaction, further to increase job performance and lift morale through changes of the internal service quality.
After the enforcement of the Archive Law and the Freedom of Government Information Law, the archive management system has been changed radically and has a huge impact on the job contents of archivists. This study aims to explore how the changes of job characteristics in government archive management agencies would affect the internal service quality, job satisfaction, and job performance of the archivists. Therefore, the result of this study can provide a reference for the establishment of archive management agencies’ multi-service policy.
After defining the motivation, interests and objective of this study, this study aims at generalizing from related papers around the world to confirm the structure and hypotheses of this study, and to perform an empirical analysis. The survey subjects are the central government agencies and local government agencies which won the Records Management Quality Awards or the Outstanding Archivist Awards. This study contains 170 effective samples for performing basic data analysis, factor and reliability analysis, difference analysis, ANOVA analysis, related analysis and regression analysis. Below are the results and suggestions based on the final findings of this empirical analysis:
1.The job characteristics, internal service quality, and job performance of archive management vary largely depending upon the personal attributes of archivists.
2.The job satisfaction of archive management won’t vary largely depending upon the personal attributes of archivists.
3.The job characteristics of archive management apparently present direct relation with internal quality service and job satisfaction.
4.The internal quality service has a positive effect on job satisfaction and employees’ job performance.
5.The employee’s job satisfaction has a positive effect on job performance.
Archives are the real records produced while government agencies performing its tasks. Archives possess uniqueness and have a profound impact. Therefore, how to invest minimal government resources to produce the maximal service values becomes the goal which archive management units and related personnel have to work on. This study suggests starting with the reeducation of archive concepts, having every civil servant understood the basic archive concept to value the importance of archives. Meanwhile, to comply with the e-government policy and to achieve the future prospect of digital Taiwan, it is necessary to enforce the integration of the archive management tasks and information systems to meet with the rapid changes in the information age, to increase the utilization rate of archives, and to create outstanding job performance of archive management.

並列關鍵字

archive management ； job characteristic ； internal service quality ； job satisfaction ； job performance

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