e化服務品質與企業福利網之研究

The Study of e-Service Quality in Enterprise Walfare Service.

詹芸兒(YUN ERH CHAN)

指導教授 ： 張文華

國立臺北科技大學/管理學院/管理學院工業工程與管理EMBA專班/碩士(2014年)

https://doi.org/10.6841/NTUT.2014.00889

摘要

在傳統的福利制度中，員工福利常常是屬於普惠性質，由福委會少數委員決定大多數人的權益，員工幾乎沒有參與權，無法滿足個人差異化需求。隨著社會環境、勞力市場結構變化，勞工自我意識逐漸抬頭，有越來越多企業在人性化管理的趨勢下，導入彈性福利制度及企業福利網，讓員工的福利得以擁有自主權。然而，網站服務品質應依循哪些重要的設計原則，來滿足各企業員工各式各樣多元化的需求，是網站管理者現階段突破發展應審慎評估的。
本研究將針對企業福利網的經營現況進行分析，以某電信業企業福利網為例，做網站服務品質之分析，依據這些因素製作問卷調查表，以抽樣的方式對會員進行訪談，再依續將回收的問券進行彙整與統計分析，最後對研究結果提出具體結論與建議。有助於就職公司進行更深切的改善方案，藉此協助提昇服務品質，維持競爭優勢。

關鍵字

服務品質 ； 企業福利網

並列摘要

In the traditional welfare system, employee welfare was often considered to be of a general preferential nature. As the rights and interests of the majority were decided by the minority members in the welfare committee, employees had almost no participation rights in the authority process and the individual needs could not be satisfied. Along with the changes in the social environment and the structure of the labor market, the self-consciousness of labor gradually increased. In the trend of human-based management, an increasing number of corporations have introduced flexible welfare systems and welfare websites. This has empowered employees to make their own decisions regarding their welfare. Nevertheless, the quality of the services provided by those websites should follow some important design principles, which should be carefully assessed by the site managers at the present stage of breakthrough development, to satisfy the diverse needs of a wide range of employee in different companies.
This study analyzes the current operating status of corporate welfare websites. The study took the welfare website of a telecommunications corporation as an example to analyze the service quality of the website. Based on these factors, it produced questionnaires to interview the members of the website using the sampling method. Then, after the questionnaires are returned, it sequentially compiled them and conducted statistical analysis. Lastly, the study drew specific conclusions based on the results of analysis and proposed recommendations. The significance of this study is that it will help companies to carry out more thorough improvement plans, thereby improving their service quality and maintaining their competitive advantages.

並列關鍵字

Service Quality ； Corporate Welfare Website

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