标题: 场外航空货运集散站员工满意度之研究
Employee Satisfaction Study of an Outer Side Cargo Terminal Company
作者: 宗祖德
Tsung,Tsu-Der
任维廉
Jen, William
管理学院高阶主管管理硕士学程
关键字: 员工满意;服务品质;工作特性;Employee Satisfaction;Service Quality;Job Characteristics
公开日期: 2012
摘要: 航空运输业是一个国家的经济发展的指标,而航空货物集散站则在此产业链
中占有枢纽的地位,航空货物集散站系劳力密集的产业,又其获利与否与整体经济发展有密不可分的关联性,在此特殊的产业中,如何寻觅、留用优质人才,进而提升服务品质,奠基于员工对于其工作环境的一种认知态度。
本研究以E公司为研究对象,设计问卷并藉由统计分析探讨该公司员工满意
程度,工作描述指数量表 ( Job Description Index , JDI ),系参考Smith、Kendall 及 Hullin (1996) 所编制的短式问卷进行问卷,针对公司待遇、人际关系、工作情形,就其个人的感受。唯为E公司客制化设计员工满意度问卷,文字都有做适当修正。
第三部份参考由 Richard Hackman & Greg Oldham (1976)所提出之工作特性模式 (Job Characteristics Model , JCM )以五种工作核心构面做探讨,并计算MPS值做分析。
本研究的结论提供E公司做为改善管理、激励员工、进而提升服务品质,以
强化该公司的整体竞争力。
The air transport industry is an indicator of a country's economic development air
cargo terminals in this industry chain occupies a hub, air cargo terminals labor-intensive industries, profit or otherwise closely with the overall economic

development inseparable association, in this particular industry, how to find and
retain high-quality personnel, and thus enhance the quality of service, is based on a cognitive attitude of the staff for their work environment.

In this study, Company E as the research object, design a questionnaire
and by statistical analysis to explore the company's employee satisfaction, Job Description Index Scale (Job Description Index JDI), with reference to Smith, Kendall, and Hullin (1996) prepared by short questionnaire questionnaire for treatment, relationships, work situation, their personal feelings. CD E custom design employee satisfaction questionnaire, the text has to make the appropriate correction.

Reference by Richard Hackman & Greg Oldham (1976), the third part of the
job characteristics model (Job Characteristics Model, JCM) explore the core dimensions of the five working, and calculate the MPS value analysis.

The conclusions of this study provide E Company as to improve management,
motivate employees, and thus enhance the quality of services in order to strengthen the overall competitiveness of the company.
URI: http://140.113.39.130/cdrfb3/record/nctu/#GT070063045
http://hdl.handle.net/11536/71973
显示于类别:Thesis