| Summary: | 碩士 === 元智大學 === 經營管理碩士班(領導學程) === 103 === The service industry in Taiwan has been growing rapidly. However, its turnover rate is also the highest among all sectors with an average turnover rate of 81.8 per cent reported in 2013 (DGBAS, 2013). High turnover rate leads to high labour cost; therefore, how to attract and retain employees becomes an important challenge for the whole service sector in Taiwan. This study aims to identify the key factors of employees’ retention in service industry, adopting an in-depth case study of one chain restaurant in Taiwan, testing the hypotheses generated from the existing literature.
Based on a survey of 181 employees from a chain restaurant in Taiwan, this study applies employees in differ population statistic variables (including age, marital status and seniority) have the partially positive relationship with the employee’s intention to stay. But the education background will negative affect employee’s intention to stay. We also analyze all employee by importance-performance analysis and discovered there are two main factors are listed on the first improvement list. From employees part, they think both” salary” and ”other benefit” are important to them, but they are dissatisfied with those factors. The research finding of this study provides important suggestions to professionals in the service sector in Taiwan.
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