近年來我國觀光產業發展快速,隨著政府釋出多項利多鼓勵觀光投資的政策與業者看好台灣觀光發展趨勢,兩年後國內將有97家營運中的國際觀光旅館,顯示出國內目前需要大量的人力投入旅館業(觀光局,2009)。依據不同學者之激勵理論的主張,不同的員工,在不同的環境下,需要不同的激勵措施,才有可能滿足個人的需要,並進而提高留任意願。本研究之目的欲瞭解國際觀光旅館的員工對於激勵因素的重視程度與對公司實施激勵因素之滿意度之狀況,探討國際觀光旅館的員工其工作滿足與留任意願的關係,更進一步地探討整體工作滿足在激勵因素與留任意願間的中介效果,並且比較不同個人變項的旅館員工在留任意願上的差異性。 本研究採用問卷調查法,以配額抽樣法選取台北市、台中市及高雄市之27間國際觀光旅館員工,共計回收383份有效樣本,問卷回收率達78.97%。激勵因素採用學者Kovach(1987)之激勵因素量表,工作滿足則以明尼蘇達滿足量表修正語意後作為研究的問卷。研究結果顯示「內在激勵」與「外在激勵」之滿意度顯著影響整體工作滿足;「內在滿足」、「外在滿足」及「整體滿足」對「留任意願」有顯著影響;「整體滿足」在激勵因素與留任意願間具有部份中介效果;而國際觀光旅館員工之個人基本變項僅只有「服務年資」在留任意願上有顯著差異。 本研究建議國際觀光旅館的主管應加強組織內「晉升與成長的機會」,提供員工完善的升遷管道、員工職涯規劃及教育訓練;而旅館員工相較於其他產業普遍低薪,「良好的待遇」能為組織提升員工整體工作滿足之重要激勵因素之一。
In recent years, the tourism industry has grown up rapidly in Taiwan. With the new policies of the government and the trend of the tourism industry, there will be 97 international hotels in Taiwan within 2 years. It shows that huge manpower is needed in the hospitality industry. According to motivation theories from different researchers, each employee needs different motivators to enhance their morale. These motivation factors improve the retention rate of the employees. The purpose of the study were to realize the importance and satisfaction of motivation factors from international hotel employees, and to examine whether the job satisfaction could influence the retention or not, as well as to investigate the relationship among motivation, overall job satisfaction, and retention rate. This research was conducted by a questionnaire survey method. By using the quota sampling, a total of 383 employees from 27 international tourism hotels among Taipei, Taichung, and Kaohsiung participated in this study. The response rate was 78.97%. The survey consisted of the questionnaire with four parts: the importance and satisfaction of motivations, the job satisfaction, the retention, and demographics. Ten items of motivators were adapted from Kovach (1987), and twenty-one items was modified from the Minnesota Satisfaction Questionnaire. The result indicated that job satisfaction was significantly influenced by intrinsic and extrinsic factors. Besides, the intrinsic, extrinsic, and overall job satisfaction had significant relationship with the retention. The overall job satisfaction was a partial mediation between the relationship of motivation and retention. However, there was only one significant difference between employees’ length of service and the retention. It is recommended that the Training Department of an international tourism hotel should pay more attention on employees' job training, career planning and development as well as job promoting. Comparing with other industries, the average wages of the hospitality industry is significantly low. Therefore, it is also suggested that the industry should provide a better wage to enhance employees’ job satisfaction. Key Words:Motivation, Job Satisfaction, Retention, International Hotel
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