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題名：銀行業投入企業社會責任影響員工滿意度之研究
作者：邱婉菁
作者(外文)：Chiu,Wan-Ching
校院名稱：國立彰化師範大學
系所名稱：財務金融技術學系
指導教授：陳信憲
學位類別：博士
出版日期：2016
主題關鍵詞：企業社會責任；知覺管理者支持；知覺顧客支持；員工對公司認同感；員工對顧客認同感；工作意義；工作滿意度；corporate social responsibility (CSR)；perceived management support；perceived customer support；employee-company identification；employee-customer identification；job meaningfulness；job satisfaction
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近年來企業社會責任已經成為發展商業策略，引起利害關係人對大型企業注意的最佳工具。本研究旨在了解銀行第一線之櫃檯行員對其公司執行企業社會責任後之看法，深入探討員工對公司的認同、顧客對公司的認同、以及工作滿意度。本研究採問卷調查法，以立意取樣收集台灣23間上市銀行櫃檯行員之意見，總共回收337份有效樣本，資料分析以結構方程式進行資料分析。分析結果顯示，管理者對企業社會責任的支持正向影響員工對公司的認同，而員工對企業社會責任的知覺為其調節效果。顧客對企業社會責任的支持正向影響員工對顧客的認同。員工對公司的認同正向影響工作滿意度；另一方面，員工對顧客的認同也正向影響工作滿意度，且工作意義完全中介其影響。最後，本研究依此結論提出相關討論及後續建議，進一步提供銀行界以及學術研究上對企業社會責任活動之實質貢獻。
The use of corporate social responsibility (CSR) should be seen as a proper tool to develop a successful business strategy and to increase organizational attractiveness to employees and customers. This study establishes a conceptual model linking perceived CSR to job satisfaction among frontline employees at banking industry in Taiwan. The purposes of this study are to investigate that frontline employees’ perception on the CSR support of managers and customers subsequently influence their identification, and the consequence of employee job meaningfulness as well as satisfaction. This study employed purposive sampling method to collect 337 useful responses from 23 listed banks in Taiwan. The data were analyzed by descriptive statistics, confirmatory factor analysis, and structural equation modeling. The findings showed that (a) CSR importance to employee moderated the positive effect of management support for CSR on employee-company identification, (b) customer support for CSR positively affected employee-customer identification, (c) employee-customer identification positive affected employee-company identification, (d) employee-company identification positive affected job satisfaction, and (e) job meaningfulness mediated the positive effect of employee-customer identification on job satisfaction. Taken together, the findings suggest important implications for banking industry practice and academic researches.
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