以Kano模式探討派遣員工之工作品質與員工滿意

Using Kano's Model to Explore the Work Quality and Satisfaction of Dispatched Workers

10.6147/JHRM.2011.1203.04

陳珍珍(Chen-Cheng Chen)；黃佩鈺(Pei-Yuh Huang)；林冠廷(Guan-Ting Lin)

人力派遣 ； Kano模式 ； 員工滿意 ； dispatched workers ； Kano's model ； employee satisfaction

人力資源管理學報

12卷3期（2012 / 09 / 01）

75 - 96

繁體中文

由於人力派遣業的興起，帶來了管理上的新議題。為了要取得競爭的優勢，組織必須妥善管理各種型態的員工。從過去以來，員工滿意一直都是以正職員工為對象，針對派遣員工的研究相對缺乏，此外在員工滿意及其影響因素之間往往也是以線性關係為前提。本文導入Kano的多元品質模式，找出派遣員工對各個工作品質項目的品質屬性認知，以作為改善員工滿意時的參考。若屬「必需品質」的項目，不充足時會導致員工不滿，所以一定要維持。若是「線性品質」項目，條件的充足可以提升滿意度；若是「魅力品質」項目，當需要大量提升員工滿意時可以考慮。此外還結合重要度－滿意度分析（ISA），以識別出提升員工滿意時的優先順序，以利於人力資源的有效運用。

In recent years, with the rise of dispatching employment, the combination of labor force in organization has been increasingly diversified. And this tendency brings new challenges to organizations that want to keep the competitive advantage of HRM. Employee satisfaction has been an important issue within HR area. However the target of the research has been on permanent employees. In addition, linear relationship between employee satisfaction and work quality is often assumed. In the present research, we focus on dispatched workers, and used Kano's model to develop and categorize each work quality item. This result will help to identify work quality item for improving employee's satisfaction effectively. At the same time, we introduced an importance-satisfaction model to identify which one-dimensional work quality item should be at the first priority to undertake for considering the limited organizational resource.

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