| Summary: | 碩士 === 中原大學 === 企業管理研究所 === 107 === Taiwan since the beginning of telecom liberalization, mobile communication and Internet technology have developed rapidly. Mobile phones are no longer just a simple call function. The function of smart phones has replaced many computer and camera functions, making the popularity of smart mobile phones grow to about 72.2% by May 2018. Mobile communication because of the compression and flattening of the industry, the profit is getting thinner and thinner, which has made the competition increasingly fierce. All kinds of offers and services have been introduced to retain the original customers and turn other potential customers into their new customers. With the cancellation of purchase subsidies by telecom operators and the polarization of prices, more and more people expect to extend the use of mobile phones through after-sales maintenance.
Senao International has the nation''s largest communication service system and more than 100 maintenance engineers to provide after-sales service for communication products. It is an indicator enterprise of Taiwan''s communication service industry. In practice, the individual performance of the engineer will directly affect the achievement of the company''s performance and goals, and the satisfaction of the engineer''s work will not only affect the individual performance, but also affect the organizational performance and consumer satisfaction with the maintenance. Therefore, to understand the key factors affecting the job satisfaction of mobile phone maintenance engineers, and adjust the operation or improvement accordingly, in order to have the opportunity to improve the service quality, and then recognize the professional brand image of Senao International, enhance its loyalty, and ultimately bring benefits to the company.
This study constructs a research framework for job satisfaction through the Delphi method，Using the DEMATEL and the ANP method，Analyze the results of the questionnaire survey of the mobile phone maintenance engineer。The results of the study show that mobile maintenance engineers believe that key criteria affect job satisfaction Including 「job type」、「salary income」、「work pressure」、「operating hours」、「work efficiency」、「employee benefits」、「promotion or public praise」、「work-life balance」、「working ability」、「work quality」、「organizational support」。The external results also show that the seven criteria including「work pressure」、「operating hours」」、「salary income」、「employee benefits」、「promotion or public praise」、「work-life balance」、「organizational support」are in great need of improvement. Key criteria factors，It is the key criterion that Senao International should pay special attention to when thinking about how to improve job satisfaction.
The causal map shows that “salary income” can be used as a source of improvement for other key factors. It is reasonable to start to improve the "salary income". This is because in the case of experienced maintenance personnel training is difficult and the training cost is high, how to master the key factors and create a better working environment can meet the needs of employees. The departure of personnel has prevented the company from happening, so that the company has excellent talents and maintains a competitive advantage.
Keywords : job satisfaction, DEMATEL(Decision Making and Trial Evaluation Laboratory), ANP(Analytic Network Process), MCDM(multi-criteria decision-making), mobile communication, mobile phone maintenance engineer, SWOT Analysis
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