本研究旨在探討我國行政機關電話服務專線人員之工作滿意、工作倦怠與離職傾向之現況及其相互關係，並以臺北市政府1999臺北市民當家熱線作為探討個案。本研究藉由國內外相關文獻之探討，以建立工作滿意、工作倦怠與離職傾向間的影響關係模式，並藉由此些理論與研究之檢視，發展出本研究的調查問卷，複經專家學者審查後，針對研究對象以立意抽樣法進行問卷施測。
本研究共發放問卷99份，回收有效問卷計81份，採描述性統計、獨立樣本t檢定與單因子變異數分析等方法進行資料分析；獲致的結論如次：
一、1999話務人員之工作滿意的現況為中等，於工作倦怠之現況為中等略偏低，在離職傾向的現況為中等。
二、除了婚姻狀態此項以外，不同背景變項的1999話務人員在離職傾向上無顯著差異。
三、1999話務人員的內在及外在滿意度兩構面，皆與情緒耗竭及去人性化兩構面，呈顯著負相關。
四、1999話務人員的內在及外在滿意度兩構面，皆與離職傾向構面，呈顯著負相關。
五、1999話務人員的情緒耗竭及去人性化兩構面，皆與離職傾向構面，呈顯著正相關。 / The main purpose of this study was to explore the recently psychological situation and the relationships among job satisfaction, burnout and turnover intention, and Taipei City Government 1999 Citizen Hotline as a case.
This study collected and absorbed the essence of other related documents and records, to construct the model of effectiveness and to raise the hypotheses what the study wanted to examine and conclude. The questionnaires were supervised by experts, and then they were sent to ninety nine Telephonists of Taipei City Government 1999 Citizen Hotline and retrieved 81 effective questionnaires. The statistical methods used to analyze the data were descriptive statistics, t-test and one-way ANOVA. The conclusions were as follows:
1. The 1999 telephonists’ recently situation of the extent of the job satisfaction was “medium”, the burnout was “medium low”, and the turnover intention was “medium”.
2. The individual status variables were no significant difference except for “marriage status” among turnover intention of the 1999 telephonists.
3. Both the eternal and external job satisfactions were determined and had negative correlation with Emotional Exhaustion and Diminished Personal Accomplishment.
4. Both the eternal and external job satisfactions were determined and had negative correlation with turnover intention.
5. Both the Emotional Exhaustion and Diminished Personal Accomplishment were determined and had negative correlation with turnover intention.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0972560241 |
| Creators | 施伯欣 |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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