宅配人員工作壓力與因應行為對生活滿意度影響之研究

Effects of Working Pressure and Response Behavior on Life Satisfaction of Delivery Drivers

陳昭華(CHAO-HUA CHEN)；黃肇璿(CHAO-HSUAN HUANG)

工作壓力 ； 因應行為 ； 生活滿意度 ； 多群組結構方程模型分析 ； working pressure ； response behavior ； life satisfaction ； Multi-group SEM Analysis

輔仁管理評論

26卷2期（2019 / 05 / 01）

43 - 78

繁體中文

隨著電子商務的蓬勃發展，宅配與人們的生活更加緊密相關，而宅配人員的身心滿足和工作效率不僅直接影響企業經營績效，也間接影響社會經濟活動的效能；但因研究課題的敏感性以及宅配業的私人企業特性，國內少有以宅配人員為對象。本研究旨在探討宅配人員的工作壓力、工作壓力因應行為與生活滿意度的關係，同時亦分析其不同背景變項在這三項構念的差異，以及背景變項於「因應行為對生活滿意度影響」或「工作壓力對生活滿意度影響」的干擾效果。研究架構以工作壓力及因應行為為自變項，生活滿意度為依變項，並以問卷調查進行資料收集，共得有效樣本315份。研究方法以結構方程模式分析構念間的影響關係，並以多群組結構方程模型分析方法進行構念平均數差異檢定和干擾效果分析。研究結果顯示：（1）宅配人員的工作壓力對其生活滿意度有顯著負向影響力，且其年齡和教育程度為顯著的干擾因素；（2）宅配人員採用問題取向因應行為對其生活滿意度有顯著正向影響力，且其教育程度為顯著的干擾因素；（3）不同年齡及服務年資的宅配人員對工作壓力和生活滿意度的感受有顯著的不同，不同教育程度的宅配人員在問題取向因應行為的採用和生活滿意度的感受有顯著的不同。最後，依據研究結果進行理論討論與管理意涵分析，以提供後續研究建議及實務界參考。

Delivery activities are becoming more closely related to people's living activity as the progress and prosperity of E-commerce. The satisfaction and comfort of the delivery drivers in both work and life are not only coherent with firm performance but also with the effectiveness of economic activities. The aim of this research is to investigate the relationship between working pressure, response behavior, and life satisfaction of delivery drivers of logistics companies in Taiwan. The research framework is constructed based on literature review and objectives of the study, which is composed of working pressure and response behavior as independent variables and life satisfaction as the dependent variable. Three hundred and fifteen valid samples are obtained through questionnaire survey among logistics companies in Taiwan. Based on the Structural Equation Modeling (SEM) method and Multi-group SEM Analysis, research results show that (1) working pressure has significant negative effect on life satisfaction and age as well as education are two significant factors which moderate the effect; (2) problem-oriented response behavior has significant positive effect on life satisfaction and education is a significant factor which moderates the effect; (3) delivery drivers with different years of age and seniority reveal significant difference in working pressure and life satisfaction, and those who with different education background reveal significant difference in response behavior and life satisfaction. Finally, theoretical and managerial implications drawn from research results are provided for future research and the practice.

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