公部門組織文化、員工工作滿足、全面品質管理與服務品質滿意度之研究

The Study of Organizational Culture, Employee Job Satisfaction, Total Quality Management and Service Quality Stratification of Public Sectors

王美慧(Mei-Huey Wang)；唐資文(Tzy-Wen Tang)；曾秋蘭(Chiu-Lan Tseng)

全面品質管理 ； 服務品質 ； 滿意度 ； 組織文化 ； 工作滿足 ； Total Quality Management ； Service Quality ； Customer Satisfaction ； Organization Culture ； Job Satisfaction

品質學報

14卷1期（2007 / 03 / 01）

1 - 15

繁體中文

企業型政府追求的是品質，因此如何將品質管理引進公部門，藉此改善公部門的行政效率和服務品質為目前公部門機關推行活動之重點。本研究針對花東地區已實施全面品質管理的機關，探討公部門全面品質管理的背景與影響因素，以及全面品質管理引進公部門後的作用和影響。本研究以花東地區曾經推行全面品質管理活動及目前正在推行品質改善活動之公部門機關為研究對象，以各機關負責推動品質管理人員及至各機關洽公之民眾為問卷調查對象，機關員工問卷之有效樣本數為416份，洽公民眾問卷之有效樣本數為243份。研究結果發現，機關員工與洽公民眾在各服務項目之滿意度並不相同，而組織文化、員工工作滿足與機關別顯著影響公部門全面品質管理之推動，且公部門全面品質管理的實施也顯著影響機關員工與洽公民眾對於公部門之服務品質滿意度。

What entrepreneurial government seeks for is quality, and the implementation of quality management plays an important role for public sectors to improve the efficiency and service quality of administrational operation. This study investigates the background, cause and effect of total quality management in public sectors. We conducted a questionnaire survey of five public sectors in the eastern area of Taiwan that have been carried out the total quality management project or that are undertaking relative project. 416 valid questionnaires were received from public officials and 243 valid questionnaires from the populace consulting with the public sectors. The results show that there is a gap of service quality satisfaction between officials and populace; significant differences exist in total quality management across organizational culture, job satisfaction, and classification of agency; the implementation of total quality management will effect significantly the service quality satisfaction of officials and populace.

1. Arai, J.(1993).Role of top management in total quality management.International Productivity Service Journal,1,39-43.
2. Cameron, K. S.,Quinn, R. E.(1999).Diagnosing and Changing Organizational Culture: Based on the Competing Values Fromework.Reading, Mass:Addison-Wesley.
3. Campbell, J. P.,Pritchard, R.D.(1976).Handbook of Industrial and Organizational Psychology.Chicago, IL.:Rand McNally.
4. Churchill, G. A.,Suprenant, C.(1982).An investigation into the determinants of customer satisfaction.Journal of Marketing Research,19,491-504.
5. Cribbin, J. J.(1972).Effective Managerial Leadership.American Management Association.
6. Cronbach, L. J.(1951).Coefficient alpha and the internal structure of tests.Psychometrika,16,297-334.
7. Feigenbaum, A. V.(1991).Total Quality Control.New York:McGraw-Hill.
8. Feigenbaum, A. V.(1983).Total Quality Control.Taipei:Mei Ya Publications Inc.
9. Folz, D. H.,Lyons, W.(1986).The measurement of municipal service quality and productivity: a comparative perspective.Public Productivity Review,12,22-32.
10. Guilford, T. P.(1959).Personality.New York:McGraw-Hill.
11. Hoppock, R.(1977).Job Satisfaction.New York:Happer and Brother.
12. Jensen, J. B.,Markland, R. E.(1996).Improving the application of quality conformance tools in service firms.Journal of Services Marketing,10,35-55.
13. Kaiser, H. F.(1974).An index of factorial simplicity.Psychometrics,39,31-36.
14. Kalleberg, A. L.(1977).Work values and job rewards: a theory of job satisfaction.American Sociological Review,421,124-143.
15. Kerlinger, F. N.(1986).Foundation of Behavior Research.New York:McGraw-Hill.
16. Morgon, C.,Murgatroyd, S.(1994).Total Quality Management in the Public Sectors: An International Perspective.Philadephia:Open University Press.
17. Nunnally, J.(1978).Psychometric Theory.New York:McGraw-Hill.
18. Oakland, J. S.(2000).Total Quality Management.Oxford, OX:Butter Worth-Heinemann Ltd.
19. Osborne, D.,Gaebler, T.(1993).Reinventing Government: How the Entrepreneurial Spirit Is Transforming the Public Sector form Schoolhouse to Statehouse.Reading, MA:Addison Wesley.
20. Osborne, D.,Gaebler, T.(1993).Reinventing Government.Reading, MA.:Addison Wesley.
21. Parasuraman, A.,Zeitham, V. A.,Berry, L.(1988).Servqual: amultiple-item scale for measuring customer perceptions of service quality.Journal of Retailing,64,12-40.
22. Rainey, H. G.(1985).Understanding and Managing Public Organization.San Francisco, CA.:Jossey-Bass.
23. Rita, M.,Connie, J. R.(1997).Job satisfaction and management style.Public Management,281,32-34.
24. Robbin, S. P.(1992).Organization Behavior.San Diego, California:Prentice Hall Internation Inc..
25. Sasser, W. E.,Olsen, R. P.,Wyckoff, D. D.(1978).Management of Service Operations-Texts, Cases, and Readings.Boston, MA.:Allyn & Bacon Inc.
26. Shewhart, W. A.(1931).Economic Control of Quality of Manufactured Product.New York:Van Nostrand Inc..
27. Spector, P. E.(1997).Job Satisfaction: Application, Assessment, Causes and Consequences.Thousand Oaks, Calif:Sage.
28. Vroom, V. H.(1964).Work and Motivation.New York:John Wiley and Sons Inc..
29. Zeithaml, V. A.,Parasuraman, A.,Berry, L. L.(1985).Problem and strategies in services marketing.Journal of Marketing,49,33-46.
30. Zeithaml, V. A.,Parasuraman, A.,Berry, L. L.(1986).A conceptual model of service quality and its implication for future research.Journal of Marketing,49,41-50.
31. 江岷欽(1995)。全方位品質管理與公共組織。研考雙月刊，19，16-27。
32. 江岷欽、孫本初(1999)。公共管理論文精選。台北:元照出版公司。
33. 吳定(2000)。政府再造與政策制定。人力發展，83，18-23。
34. 吳定(1980)。行政機生產力衡模式之研究。台北:行政院研究發展考核委員會。
35. 孫本初(2001)。公共管理。台北:智勝文化事業有限公司。
36. 戴久永(2000)。全面品質經營。台北:中民華品質學會。

1. 林信佑(2017)。飯店員工工作滿意度、組織承諾與離職傾向之關係－以連鎖觀光飯店為例。義守大學管理碩博士班學位論文。2017。1-85。
2. 蔡孟育(2019)。公部門訓練機關教導型領導、組織文化及創新經營效能關係之研究。清華大學教育與學習科技學系學位論文。2019。1-330。