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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/33459

    Title: 內部行銷、工作滿足與員工離職傾向關係之研究-以ERP產業為例
    Other Titles: The study on relationships among internal marketing, employee job satisfaction, and turnover intention - a case study of ERP industry
    Authors: 楊碧菁;Yang, Pi-ching
    Contributors: 淡江大學企業管理學系碩士在職專班
    王居卿;Wang, Chu-ching;楊立人;Yang, Li-ren
    Keywords: 內部行銷;工作滿足;離職傾向;Internal Marketing;Employee Job Satisfaction;Turnover intention
    Date: 2008
    Issue Date: 2010-01-11 04:09:02 (UTC+8)
    Abstract: 二十一世紀已進入知識經濟時代,企業要成功,技術、人力特別是最關鍵的要素,如何將員工訓練到能夠提供優質服務給顧客,是一個重要的問題,然而,一旦研發、顧問、客服人員已被訓練足以擔此重任時,卻無心久任,一心求去,人才流失使得ERP產業飽嚐缺才之苦,這種情況相信是ERP產業所不樂見的。
    The 21st century is a century of knowledge economy. The key elements for an enterprise to succeed are technology and manpower. It is very important to train employees properly so that they are able to provide service of good quality to customers. However, once the personnel of R&D, consultant and customer service are trained to the level that they are capable of providing proper service, there is always the problem that some of the employees decide to move on instead of staying. ERP industry is constantly suffers the loss of capable employees, and this is something that ERP industry are not happy to see.
    The purpose of this study is to investigate the relationships among the internal marketing, employee job satisfaction and turnover intention in the ERP Industry. It is found in this study that ERP industry design all kinds of “internal marketing” that “consider employees are internal customers,” and what effects there are to the employees’ job satisfaction. It is hoped that this study is able to investigate the determinants that affects the coming and going of employees and help ERP industries to find out the causes for the high turnover rate, shortage of professional talents and inability to keep talents in order to solve this problem for good.
    In this study, 6 ERP companies in Taiwan have been serveryed through questionnaires. In total, 525 questionnaires were given, and 201 of them were valid. The samples character istics show that the majority of the R&D staff are male, between the age of 31~40, single, paid 40,001~50,000 NTD per month, and with 3~6 years of seniority, while their ranks are mostly general staff members.The major findings of the study are:
    1.The correlation between internal marketing in ERP industry and employee job satisfaction is positive.
    2.The correlation between employee job satisfaction and turnover intention is negative.
    3.The correlation between internal marketing in ERP industry and turnover intention is negative.
    4.Internal marketing has an effect on turnover intention through job satisfaction.
    According to the study result, it is recommended that ERP industries perform periodic surveys on employees’ demands and satisfaction, and establish an obstacle-free and real-time communication channel. Between each managerial level, a human management mode of two-way communication, such as a mailbox, weekly management reports and complaint mailbox for employees, should be constructed within the company in order to combine the overall business performance and the employees’ salary or welfare program, as well as to improve the career development of employees.
    Appears in Collections:[企業管理學系暨研究所] 學位論文

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