Apply Job Characteristics Model and Kano’s Model to Business Internal Service Quality on the Employee Job Satisfaction－A Case Study of Tai-chung Construction Branch from Taiwan Railways Administration

• Main Authors: Wei-Ling Lin, 林偉玲
• Other Authors: Fu-Lai Lai
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/c7md7t

碩士 === 國立虎尾科技大學 === 工業工程與管理研究所 === 102 === In recent years, the nation’s perception of the TRA is almost at a loss every year. Plus highway, aviation, rapid-transit and high-speed rail, and other convenient means of transportation have joined the operation, TRA’s operation is getting worse and worse. Today, the TRA is facing an important stage of privatization of state-owned enterprises. The most urgent issue that TRA needs to improve is to effectively enhance TRA and its employees’ working efficiency and job satisfaction. Public Works Department is the most fundamental department of TRA; therefore, the improvement must start from the most fundamental. This study’s subjects are the TRA Taichung Public Works’ employees. The study investigates the employees’ perception and evaluation of Taichung Public Works’ service quality. Unlike traditional methods to measure service quality within the enterprise, the use of integrated job characteristics model (JCM) and Kano model to explore the service quality within the enterprise. By using the 44-item questionnaires, the study aims to investigate the difference of the enterprise service quality according to different demographic variables motivating potential score (MPS) and classify by the two-dimensional quality characteristics. The study also calculates the enterprise service quality satisfaction index (SII) and dissatisfaction index (DDI) in order to understand the thoughts of Taichung Public Works’ employees and further identify the key elements of service quality as an important basis for improving employee job satisfaction. Findings are as follows. The MPS in integrated job characteristics model analysis shows the older people or the people having junior degree or less have high intrinsic motivation and high job satisfaction, high performance, low absenteeism rate and low turnover rate；in the part of Kano model, one-dimensional quality characteristics have 16-item, must-be quality characteristics have 8-item, and indifferent quality characteristics have 2-item.Therefore, if the Public Works’ services are more complete, the employees will be more satisfied. On the other hand, if the services are less complete, the employees will be less satisfied. According to SII and DDI, I find that if the managers of Taichung Public Works section can provide sufficient working equipment and employees’ autonomy, and improve the way employees getting along with, it must greatly increase employees’ job satisfaction, while reducing employees’ dissatisfaction.