X 人力銀行客服人員工作滿意度與離職傾向關係之研究

Abstract

人力銀行在各個產業中扮演人才供給與需求的中介橋樑之一，同時滿足求才及求職雙方的需求，而人力銀行客服人員扮演企業營收來源與顧客關係管理的重要角色，要如何提升客服人員工作滿意度與降低離職傾向，更是經營永續的關鍵。本研究目的在了解 X 人力銀行之客服人員工作滿意度與離職傾向之現況與相關程度，並探究個人背景變項在其間之差異，採取問卷調查法，共發放 354 份問卷，實際回收 341 份問卷，運用統計軟體 SPSS 26.0 來進行數據分析，以 t 考驗、單因子變異數分析、Pearson 積差相關分析等方法進行資料分析，獲得以下結論：（1）女性在升遷方面的滿意程度較男高；（2）年齡 51 至 60 歲的客服人員在升遷方面的滿意程度高於 31 至 40 歲；（3）專科學歷的客服人員在升遷方面的滿意程度高於高中職學歷的客服人員；（4）薪資 5 萬至 6 萬的客服人員在工作本身方面的滿意程度高於薪資低於 3 萬的客服人員；（5）薪資 4 萬至 5萬的客服人員在升遷方面的滿意程度高於薪資 3 萬以下的客服人員；（6）年齡 21 至 30 歲的客服人員離職傾向高於 41 至 50 歲的客服人員；（7）研究所學歷的客服人員離職傾向高於高中職學歷的客服人員；（8）服務年資介於 1至 3年的客服人員離職傾向高於服務年資 10年以上的客服人員；（9）工作滿意度對離職傾向具有顯著負相關。對未來接續的研究啟示包括擴大研究區域範疇，將全臺灣人力銀行做比較、新增質性訪談作為後續研究方法使調查更完完善、增加個人主觀類之變項，以豐富研究內容並提供更全面的分析，進一步增強研究的學術性和實用性。Across various industries, job banks serve as a vital link between talent supply and demand, catering to the needs of both job seekers and employers. Customer service staff in job banks play a crucial role in revenue generation and customer relationship management for the company. Enhancing job satisfaction among customer service employees and minimizing turnover are key factors for ensuring business sustainability. This study aimed to find out the correlation between job satisfaction and turnover intention of customer service employees in X Job Bank, and to investigate the difference between them based on individual background variables. In this study, 354 questionnaires were distributed with 341 responses. The statistical software SPSS 26.0 was used to analyze the data, using t-test, one-way analysis of variance, and Pearson's correlation analysis. The following conclusions were obtained: (1) the satisfaction level of women in promotion was higher than that of men; (2) the satisfaction level of customer service personnel aged 51 to 60 was higher than that of those aged 31 to 40 regarding promotion; (3) the satisfaction level of customer service personnel with a junior college degree was higher than that of those with a high school diploma; (4) the satisfaction level of customer service personnel with a salary of NT$50,000 to 60,000 was higher than that of those with a salary of NT$30,000; (5) in terms of promotion, satisfaction level of customer service personnel with a salary of NT$40,000 to 50,000 was higher than that of customer service personnel with a salary of less than NT$30,000; (6) the turnover intention of customer service personnel aged between 21 and 30 was higher than that of those aged between 41 and 50; (7) the turnover intention of customer service personnel with a graduate level of education was higher than that of those with high school diploma; (8) the turnover intention of customer service personnel with a service experience of 1 to 3 years was higher than that of those with a service experience of more than 10 years; and (9) there was a significant negative correlation of job satisfaction on the turnover intention. Our suggestions for future researches include expanding the scope of the study area to compare all the job banks in Taiwan, adding qualitative interviews as a follow-up research method to make the survey more complete, and adding personal subjective variables to enrich the study content and provide more comprehensive analysis. These additions will further enhance the academic and practical value of the study.