從文獻探討與歸納中,過去研究者主要著墨於職能本身的界定與衡量,且偏重於人際關係、員工訓練、職能提升、績效測量及創新行銷等構面,探討對顧客滿意度的影響。另在工作態度方面,主要以企業聲望、工作角色、組織知覺、組織變革與工作績效等之間的相互影響為研究重點。在組織中除員工的態度會影響工作行為的績效表現外,殊不知,從員工自身職能程度的角度來探討對工作態度的影響亦是主要課題之一。 中華郵政公司的員工職能程度(專業職能、核心職能與管理職能)將是影響工作態度(組織承諾、工作投入與工作滿足)的關鍵因素。因此,探討彼此交互影響關係的結論,可提供郵政公司在策略上及管理上的運用,俾能促使中華郵政公司在服務與經營績效,無論在質與量雙方面,皆能有更長遠的進步。 本研究以雲林郵局員工作為母體研究對象,在樣本選取方面,採用抽樣的方式進行,分為前測與正式問卷二方面,前測共計發放30份問卷,正式問卷共計發放300份,正式問卷有效回收252份,有效回收率為84%。在資料蒐集並編碼建檔後,進行各項統計分析,包含基本敘述性統計分析與信度分析,再使用驗證性因素分析(CFA)來衡量構念效度進行假設驗證。 研究結果顯示,職能程度與工作態度呈現顯著的關係;個體職能程度中的專業職能與核心職能對組織承諾、工作投入、工作滿足具有顯著的正向影響效果,但管理職能對工作態度並未有顯著的影響效果;另在控制個體的背景變項後,干擾變項下之「職位」對職能與工作態度間並未具有顯著的干擾效果。
Abstract In view of the literature review and induction in the past, previous researchers mainly focused on the definition and measurement of work competence itself, and also emphasized on interpersonal relationships, staff training, enhancement of work competence, performance measurement, creative marketing and other dimensions. This paper aims at exploring the impact on customer satisfaction. In addition, at the aspect of work attitude, this research will lay stress mainly on corporate reputation, work roles, organizational perception, and the interaction between organizational change and work performance. In addition to work performance which may be affected by staff attitude in an organization, the staff work attitude at the aspect of the staff competence may also be one of significant issues to be explored. The professional competence, core competence and management competence will affect work attitude, organizational commitment, job involvement, and job satisfaction of Chunghwa Post Office are the key factors. Thus, we have explored the interaction of their relationships to draw conclusions, which may provide Chunghwa Post Office the application of the Post Office in strategy and management for much better quality and greater quantity. In this study, we have chosen the staff at Yunlin Post Office to be our study object. We take a random sampling method to collect samples, respectively pre-test questionnaires and official questionnaires. 30 pre-test questionnaires and 300 official questionnaires were given. The valid questionnaires were received, accounting for 84% of total questionnaires. After information were collected and code numbers put in file, we conducted various statistical analyses, which contain basic descriptive statistical analysis and reliability analysis. Furthermore, Confirmatory Factor Analysis CFA was used to measure the concept validity and go on the verification of hypothesis. The findings of the research show the competence and work attitude is remarkably correlated; professional competence in individual competencies, core competence, organizational commitment, job involvement, and job satisfaction are positively correlated. Nevertheless, management competence does not show significant affect on work attitude; Furthermore, after individual context variable is controlled, the position under the variable of interference does not have a significant interference effect on competence and work attitude. key words:competence、a position、work attitude
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