本研究主要探討臺北市各區戶政事務所戶政人員工作壓力、工作滿足及工作績效之關係。除應用文獻探討法，建構本研究架構與研究假設，並採用問卷調查法，內容包含工作壓力量、工作滿足量表、工作績效量表與戶政人員個人背景資料等四部分之問卷為研究工具，採全面性普查方式實施問卷測試，問卷總共發出650份，回收547份，回收率84.15%，有效問卷為529份。其以SPSS for Windows 12.0為處理分析資料的工具，分別以描述性統計分析，t檢定、單因子變異數分析、皮爾森積差相關及迴歸分析等方法，敘寫結果分析及提出結論與建議。 本研究結果顯示： （一）在工作壓力方面：以「組織外部」及「個人因素」構面的壓力程度最高。另在個人背景與工作壓力上，不同戶政人員在年齡、職位及服務年資上有顯著差異存在。 （二）在工作滿足方面：以「工作事件」構面滿足程度最高。另在個人背景與工作滿足上，不同戶政人員在婚姻、職位、官等及服務年資上有顯著差異存在。 （三）在工作績效方面：以「任務績效」構面表現程度最高。另在個人背景與工作績效上，不同戶政人員在年齡、婚姻、職位、官等及服務年資上有顯著差異存在。 另外，對於工作壓力與工作績效及工作滿足與工作績效上有顯著關連性存在。最後，則根據研究發現提出改善及建議，供主管機關訂定相關管理措施之參考，以達到降低工作壓力及提高工作滿足與工作績效之目的。 / This essay treats of the relationship between work stress, job satisfaction and work performance of all district household registration officers in Taipei City. Besides using literature review to conduct the framework and hypotheses, this research adopts the investigation method of questionnaire which contains scales of work stress, scale of job satisfaction, scale of work performance and personal background information of household registration officers, and uses the comprehensive general way to conduct this questionnaire. 650 questionnaires were sent out and 547 retrieved. The retrieving rate is 84.15%. The effective questionnaires are 529. Adopting SPSS for Windows 12.0 to analysis materials. Using descriptive statistics analysis, t-test, one-way ANOVA, Pearson’s product-moment correlation and stepwise regression analysis to analyze the data and address conclusions and suggestions. The result of study shows: ⑴Work stress: “Outside organization” and “personal factor” made the highest work stress. Regarding personal background and work stress of different officers of household registration it shows significant difference in age, position, and service seniority. ⑵Job Satisfaction: “Work incident” made the highest satisfaction. Regarding the personal background and job performance, different officers of household registration show significant difference in marriage positions, officer and service seniority. ⑶Work performance: “Task Performance” made the highest performance. Regarding the personal background and work performance, different officers of household registration show significant difference in age, marriage, position, officer and service seniority. Both work stress and job satisfaction have significant correlation with work performance. Finally, according the results of this research, improvements and suggestions are presented to give the competent authorities to make the relevant rules to reduce work stress and increase job satisfaction and work performance.

戶政為庶政之母，目前各戶政事務所均實施顧客導向式的為民服務，雖然改變了早期戶政事務所「官僚」及「冷衙門」的負面形象，但是在實務上仍會產生戶政人員與民眾產生言語或肢體上衝突情形，為使民眾成為政府推動顧客導向的實質受惠者，在落實為民服務的實際作法上，應先膫解究竟有那些因素會造成戶政人員與民眾間的衝突。 本研究以臺北縣汐止區中心所屬戶政事務所為個案，採質性研究，以文獻分析及深度訪談等方式進行資料蒐集，選定實務上對戶政工作的具有相當經歷的各階層人員為訪談對象，將其在職場工作的經驗予以系統化的整理，經研究發現，導致戶政人員與民眾產生衝突的主要因素有：「硬體設備」、「戶政人員」、「便民措施」及「法令政策」等四大因素，並定針對其各項因素提出衝突原因及其對策，俾利實務界能事先預測可能發生的衝突，消彌衝突於無形，或在衝突發生時，可據以為處理衝突之參考。 最後，本研究依據訪談結果與研究發現，提出下列建議，供相關主管機關及戶政事務所參考： 一、對主管機關的建議： (一) 各行政區域建構行政中心。 (二) 戶政組織整併及提高職務列等。 (三) 研發第三代戶役政資訊系統。 (四) 各項便民措施應由主管機關統一宣導；戶政事務所以類似服務業的 「排班制」模式受理所有的戶籍登記案件。 (五) 印鑑證明、戶口名簿及自然人憑證等相關法令政策應予以修正及檢 討。 二、對戶政事務所的建議： (一) 建立公正、公平、公開的考核制度。 (二) 多元化的在職訓練與新進人員座談會。 (三) 重視內部溝通與實施工作輪調。 (四) 善用志工人力。 (五) 建構處理民眾衝突事件標準作業程序。 / Household registration is the mother of numerous affairs of the government. At present various household registration offices implement services for the people in the form of customer orientation. Although this has changed the negative image of 「bureaucracy」 and 「cold government office」 of the early stage, yet in practice there is still verbal or body conflict between household registration personnel and the general public. In order to allow the general public to become substantial beneficiaries due to popularization of customer orientation by the government and in respect of the actual way of practicing services for the people, one should first understand after all what factors would result in conflict between household registration personnel and the general public. This research is based on household registration office of Sijhih District Center of Taipei County as the individual case. Qualitative research is adopted and literature analysis and in-depth interview are utilized to conduct information collection. Personnel of various levels who have considerable experience in household registration work in practice are selected. Their work experiences in their job areas are arranged systematically. This research discovers there are four main factors of generating conflict between the household registration personnel and the general public including:「hardware equipment」, 「household registration personnel」, 「convenient facilities to the people」 and「regulation and policy」. In addition, aiming at its various factors the reason of conflict and its countermeasures are presented in order to facilitate the practical sector to predict possible conflict that may occur in advance and to eliminate the conflict to nothing or during occurrence of conflict, these can serve as reference to base on to handle conflicts. Finally, this research presents the following suggestions based on the interview results and research findings that can be provided to relevant competent authority and household registration office as reference: 1. Suggestions to competent authority: (1) Various administration districts shall establish their administration centers. (2) Merging of household registration organization and upgrade of the rank of the post. (3) Conduct research and development on the third generation household and military service administration information system. (4) Various convenience measures for the people should be uniformly publicized and guided by the competent authority. The household registration office shall adopt the 「shift arrangement system」 like the service industry to receive and process all household registration cases. (5) Relevant regulation and policy on seal imprint proof, household register and natural person proof shall be amended and reviewed. 2. Suggestions to household registration office: (1) Establish impartial, fair and open appraisal system. (2) Diversified on-the-job training and new employee symposium. (3) Pay importance on internal communication and implement work rotational transfer. (4) Make use of volunteer manpower properly. (5) Establish the standard operation procedure to deal with the general public conflict event.

檢視現今戶政機關的生態吾人當可發現戶政人員的流動性高，無法留任優秀之人才，此間接地影響了為民服務的品質與效率。若能藉由瞭解戶政人員對工作生活品質的知覺為何，進而瞭解其與組織承諾的關聯性，並採取相關的管理作為，必能強化戶政機關人力資源運用的效能。為求創造高品質的服務態度，以順應顧客導向的潮流，打造充滿活力與競爭力的戶政機關，故進行本研究。 本研究係以臺北市政府所屬各區戶政事務所之在職人員為問卷調查對象。除應用文獻探討法，建構本研究架構與研究假設，並採用問卷調查法，以內容包含工作生活品質量表、組織承諾量表與戶政人員基本資料等三部分之問卷為研究工具，採普查方式實施問卷測試，問卷總共發出679份，實際回收542份，問卷回收率為80％，有效問卷為480份。分別以描述性統計分析、t檢定、單因子變異數分析、雙因子變異數分析、皮爾森積差相關、多元逐步迴歸分析等方法，敘寫分析結果與結果驗證，據以提出結論與建議。 本研究發現，在工作生活品質方面：以「人際關係及參與感」、「工作內容及尊榮感」等構面的知覺滿意度最高；在組織承諾方面：以「努力承諾」構面的程度最高；在個人屬性方面：對於工作生活品質的滿意度與組織承諾的程度上，男性均高於女性；已婚者均高於未婚者；薦任職務編制者均高於委任職務編制者；行政人員均高於後線業務人員及櫃檯服務人員；主管人員均高於非主管人員。工作生活品質及其「人際關係及參與感」、「公平性」、「工作內容及尊榮感」、「工作環境」、「俸給福利」等五個構面均與組織承諾有顯著相關性。對於組織承諾的預測方面，一般而言，以「工作內容及尊榮感」的預測力最佳，其次依序為「工作環境」、「人際關係及參與感」及「俸給福利」。 戶政人員的工作生活品質確實會影響其對組織之承諾，且工作生活品質滿足感與組織承諾呈正向關係，即工作生活品質滿足感愈高者，其組織承諾亦愈高。因此，建議戶政機關採取適當的管理作為，藉由提升工作生活品質知覺程度，使戶政人員認為在戶政機關服務是一項正確選擇，值得為戶政機關付出心力，且以身為戶政人員的一份子為榮，願意繼續留在戶政機關服務。 / Examining the environment of today’s household registration office, we concluded that the turnover of household registration officers has effects on quality and efficiency of the civil service indirectly. If we can understand household registration officers’ perception of the quality of working life, we will be able to comprehend its connection to organizational commitment and take relevant management actions so as to strengthen the human resources efficiency of household registration office. For creating high quality service attitude to customers and following the customer-oriented trend, the purpose of this study is to establish a dynamic and competitive household registration office. The subjects of the study were employees in every household registration offices of Taipei City Government. Besides using literature review to construct research framework and hypotheses, this study adopted survey techniques as a research tool with questionnaire that contained scales of quality of working life and organizational commitment, and basic information of household registration officers. With the method of general census, 679 copies of questionnaire were mailed; after retrieving 542 copies, we had a return rate of 80% with effective questionnaires of 480 copies. Descriptive statistics analysis, t- test, one-way ANOVA, two-way ANOVA, Pearson’s product-moment correlation and multiple stepwise regression analysis were used for analyzing the data, verifying the results and consequently addressing the conclusions and suggestions. This study found that employees perceived the most satisfaction in the aspects of “interpersonal relationship and participation” and “job description and sense of honor” in quality of working life; and exhibited the highest level in the aspect of “hard-working promises” in organizational commitment. As to personal attributes: for the satisfaction of quality of working life and the level of organizational commitment, males were higher than females; married were higher than unmarried; the ones with recommended appointment position were higher than with ordinary appointment position; administrative staffs were higher than duty executives and staffs at counters; managers were higher than non-management personnel. There are significant correlation among organizational commitment, quality of working life and five aspects of “interpersonal relationship and participation”, “fairness”, “job description and sense of honor”, “work environment”, “wage and benefits”. As to the projection of organizational commitment in general, “job description and sense of honor” ranks the first, followed with “work environment”, “interpersonal relationship and participation” and “wage and benefits”. Quality of working life for household registration officers indeed has effects on their organizational commitment; and moreover, there is positive correlation between quality of working life and organizational commitment, that is, the more they are satisfied with quality of working life, the more they make commitment to the organization. Thus, we recommend that the household registration office shall adopt appropriate management actions by promoting the perception of quality of working life to convince the household registration officers that their decision to work here is a wise one; to encourage them it is worthy of devoting time and energy on the job; to assure them it is a privilege as part of the household registration officers and finally keep and retain them in the household registration office.