台鐵司機員工作壓力與影響因素之研究

Abstract

軌道運輸雖然具有高度自動化與高度專有路權，司機員仍具有處理緊急事故的重要角色。回顧過去有關工作壓力的文獻，多從人因工程或安全衛生角度探討工作環境對司機員的影響，而尚未有研究整體性探討司機員在工作環境中的壓力來源與壓力可能造成的影響。因此本研究旨在找出台鐵司機員感受嚴重的工作壓力來源、並探討司機員的個人心理與在組織上的行為反應，進而提出改善司機員工作壓力的方法。 本研究以壓力典範模式(壓力來源-調節變項-壓力反應)的理論架構為基礎，參考過去飛航駕駛員與公車駕駛員之相關壓力研究，並實地進行深度訪談後，決定本研究工作壓力模式與構面。並依據擬定的台鐵司機員工作壓力模式，發展一工作壓力量表，以檢定本研究之司機員工作壓力模式。 量表共分為四部分(知覺工作壓力源、調節變項、壓力反應、背景脈絡)，其項目的發展原則主要考量現有具有信、效度的量表，以直接採用或適當修改後使用的方式納入量表中，若無適當量表，則採自行設計的方式。將壓力量表初稿設計完成後，以初測與深度個人訪談法進行問卷修改，最後完成正式問卷進行調查。 本研究於民國91年3月對台灣鐵路局全省之機車長、司機員、機車助理與實習司機員進行量表施測，最終有效問卷共642份，並以敘述統計、多變量方法、迴歸分析方法進行檢定後的主要結果如下： 一、 知覺工作壓力量源可歸納出八個構面：駕駛時面臨的路線環境與情境心理感受、個人生涯、組織結構與文化、工作負荷與排班、管理制度、駕駛時面臨的設備環境、駕駛室物理環境、家庭與工作的互動、主管管理方式。並以「駕駛時面臨的路線環境與情境心理感受」、「駕駛室的物理環境」兩構面最嚴重且需要注意。 二、 不同背景脈絡與人格特質的司機員，其知覺壓力會有所差異。且知覺壓力越大者，心理健康狀況較差、工作滿意度也較差。 三、 本研究建議司機員壓力管理對策可從系統與人員兩個角度進行探討。系統面可藉由物理工作環境的改善或從組織制度面著手。從人員角度則可藉由進行分類諮商與紓解壓力課程舒緩司機員壓力，或在一開始甄選司機員時利用適性測驗篩選適合司機員職務的人員。

This study is undertaken to explore job stress, corresponding reactions, and safety performance of the drivers of Taiwan Railway Administration (TRA), and try to find the feasible solutions to improve the drivers’ job stress. Based on the conceptual framework of “Sources of job stress – Moderators – Responses to job stress,” a job stress model for the railway drivers was developed after interviewing with TRA’s managers and drivers. A questionnaire was then designed to collect the required data for model calibration. Four kinds of information are included in the questionnaire. They are:1) Sources of perceptive job stress; 2) Moderators; 3) Responses to job stress; and 4) Contextual variables. The survey was conducted by interviewing all the TRA’s drivers during March of 2002 and 642 effective samples were collected for empirical study in this study. The descriptive statistics, multivariate statistical analysis, and regression analysis were employed in this study. The major findings of this study are summarized as follows: 1. The sources of perceptive job stress can be grouped into eight constructs. They are: 1) the working environment outside the cab; 2) personal career planning and organization culture; 3) work load and work schedule; 4) management policy; 5) the working facilities the drivers face and operate; 6) the physical environment of driver’s cab; 7) the interaction between job and family; 8) the relationship with supervisors. And in the eight constructions are 1) and 6) the most serious and must be attended. 2. The drivers with different background and personal characteristics are found to have different stress. And those who have heavy conscious stress are likely to have worse mental health and worse job satisfaction. 3. The improvements of physical job environment and organizational structure are suggested to TRA in order to release drivers’ stress. Some consultations and training courses are helpful for drivers’ mental health, and the character tests are suggested to screen the railway drivers at the recruiting stage.