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題名：以KANO二維品質修正模式探討員工滿意度之實證研究
作者：梁綺華
作者(外文)：Chii-Hwa Liang
校院名稱：中華大學
系所名稱：科技管理研究所
指導教授：賀力行
李友錚
學位類別：博士
出版日期：2007
主題關鍵詞：員工滿意度；Kano二維品質模式；Employee satisfaction；Kano’s two-dimensional model
原始連結：連回原系統網址new window
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隨著知識經濟的興起，人力資源管理也愈顯重要。員工滿意度被視為影響組織生產力與顧客滿意度的重要影響因素。過去有不少的文獻與研究，運用傳統的問卷調查的方式，研究有哪些因素及如何影響員工滿意度？Kano的二維品質模式被證實可以被運用於員工滿意度的評量【65】。
Kano的二維品質模式將品質要素分為五大屬性，分別為：必須(Must-be)品質要素、一維(One-dimensional)品質要素、魅力(Attractive)品質要素、無差異(Indifferent)品質要素與反向(Reverse)品質要素。其最早源於生產品質的研究，然後被運用於服務品質的衡量。Kano【51】同時提出一個5*5評估表將正反向問卷的答案分類為不同的品質屬性。
然而，Kano在其評量表中，將過多的品質要素分類為無差異品質要素，極少的要素被分類為一維品質要素，這與我們傳統對品質屬性的概念屬於一維的觀念是有差距的。Kano的評量表似有修正的空間。
在本研究中，我們提出了一個Kano二維品質模式的修正評量表。以台灣新竹科學園區的部分廠家為調查對象，進行員工滿意度調查。調查結果分別以原Kano模式及本研究提出之修正模式加以驗證。結果發現，根據本研究提出之修正模式所得到的結果，更能反映現實的狀況與需求。本研究之研究結果，希望能提供實務界作為提升與改進員工滿意度，及後續研究之參考。
As the rise of knowledge economy, human resource management is more important. Employee satisfaction has been found to be a key component to impact the organization’s productivity and customer satisfaction. A number of literatures and researches, based on conventional questionnaire, studied what and how the factors to influence employee satisfaction. Kano’s model has been verified that it can be applied to the metering of employment satisfaction【65】.
Kano’s model, which divide the quality elements into five categories, they are must-be, one-dimensional, attractive, indifferent and reverse attribute, is originated from the study of product quality, and hence implemented in many other areas such as services. Kano【51】 also pointed out that the attribute of each quality element can be categorized by examining the answers of pairs of dysfunctional and functional questions into a 5×5 evaluation sheet.
However, the evaluation sheet proposed by Kano categorized too many elements in indifferent classification than must-be and attractive classification, and too few elements in one-dimensional classification, such that the determination of classification in the evaluation sheet proposed by Kano should be modified.
In this research, we proposed a modified evaluation sheet of Kano’s model. Some companies located in Hsinchu Science Based Park in Taiwan are investigated and compared the differences in both new and old evaluation sheet. The result is found that the modified method in this research is more reflect the current conditions and needs. We hope it will be helpful for the management to be used as references for further improvement and for future continue studies.
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