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透過IPA模式探討台電『員工協助方案』之服務品質─以T電廠為例 = Im...

國立高雄大學高階經營管理碩士在職專班(EMBA)

透過IPA模式探討台電『員工協助方案』之服務品質─以T電廠為例 = Importance-Performance Analysis of Employee Assistance Programs of Taiwan Power Company─The Case of T Power Plant

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Importance-Performance Analysis of Employee Assistance Programs of Taiwan Power Company─The Case of T Power Plant
作者:	林延璉,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2015[民104]
面頁冊數:	[8], 67面部份彩圖，表 : 30公分;
標題:	員工協助方案
標題:	Employee Assistance Program (EAPs)
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/29580433565301529877
附註:	參考書目：面60-63
附註:	104年3月25日公開
摘要註:	電力事業為高危險工作，再加上組織及個人的因素，在無法獲得適當的協助下，產生了工作、家庭、建康與休閒等許多問題，甚至影響到人際關係與工作上的表現。本論文主要探討「員工協助方案（EAPs）」在金門地區T電廠實施後，員工認知到的服務品質，希望研究結果能給予T電廠員工協助方案建議。本研究以SERVQUAL為基礎，利用重要性－績效分析法(Importance-Performance Analysis, IPA)探討T電廠同心園地對內部客戶所提供服務品質的優劣情形，透過問卷調查方式進行資料收集。共回收98份有效的問卷，以此進行後續統計分析，並將服務品質項目分成四個象限，主要是希望了解T電廠同心園地在服務品質各項目之重要性與表現程度的情形。分析結果得知，T電廠同心園地在服務品質需要優先改善項目為「協助方案的協助員應該是會確實地實現他們的承諾」、「協助方案協助員應該是能準時地提供他們承諾的服務」、「協助方案協助員應該是能明確地告知協助內容何時能執行」及「協助方案協助員應該是具有良好的專業知識」。而不同特性使用者之分群中，優先改善項目亦有所不同。本研究希望透過此分析結果，能夠給予T電廠同心園地在管理及服務策略上的改善建議，藉以提升員工滿意度，對其未來的競爭力與營運績效產生助益。 The dangerous nature of the jobs in electric power industry, coupled with organizational and personal factors and lack of proper assistance, leads to several problems of job, family, health, and leisure, etc. Consequently the employee’s interpersonal relationship and performance of jobs will be influenced. This study intends to investigate the service quality perceived by employees after the Employee Assistance Program (EAPs) has been implemented in T power plant of Kinmen. The results of this study canl provide the EAPs of T power plant several suggestions.Therefore, this study employs the importance-performance analysis method (IPA) with SERVQUAL to explore the quality of service provided by the department “Heart to Heart” within T power plant to its internal customers. The data were collected through questionnaires and 98 valid questionnaires were received and used for subsequent statistical analysis. The service quality is divided into four quadrants mainly to understand the importance and performance of service quality provided by Heart to Heart of T power plant. The result shows that Heart to Heart of T power plant need to improve the following items in regards to service quality. (1) The EAPs personnel should accomplish their promises; (2) The EAPs personnel should provide their services at the time they promise to do so; (3) The EAPs service personnel should tell the employees of T power plant exactly when they can perform the assistance; (4) The EAPs service personnel should have a good knowledge in employee assistance. Moreover, the grouping of the users with different characteristics varies in priority for improvement items. Through this analysis, this study can give recommendations on management and service strategy improvements to Heart to Heart of T power plant to increase staff’s satisfaction and to bring in the advantage in the competitiveness and operational performance in the future.

透過IPA模式探討台電『員工協助方案』之服務品質─以T電廠為例 = Importance-Performance Analysis of Employee Assistance Programs of Taiwan Power Company─The Case of T Power Plant
林, 延璉

透過IPA模式探討台電『員工協助方案』之服務品質─以T電廠為例 = Importance-Performance Analysis of Employee Assistance Programs of Taiwan Power Company─The Case of T Power Plant / 林延璉撰 - [高雄市] : 撰者, 2015[民104]. - [8], 67面 ; 部份彩圖，表 ; 30公分.
參考書目：面60-63104年3月25日公開.
員工協助方案Employee Assistance Program (EAPs)

透過IPA模式探討台電『員工協助方案』之服務品質─以T電廠為例 = Importance-Performance Analysis of Employee Assistance Programs of Taiwan Power Company─The Case of T Power Plant
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