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研究生: 張琬菁
Chang, Wan-Ching
論文名稱: 工作壓力、工作倦怠、工作滿足與離職傾向之研究~以會計師事務所審計部門為例~
A Study of the Impact of Job Stress, Job Burnout and Job Satisfaction on Turnover Intention - Case of Auditors in CPA Firm
指導教授: 林清河
lin, Chin-ho
學位類別: 碩士
Master
系所名稱: 管理學院 - 高階管理碩士在職專班(EMBA)
Executive Master of Business Administration (EMBA)
論文出版年: 2011
畢業學年度: 99
語文別: 中文
論文頁數: 114
中文關鍵詞: 工作壓力工作倦怠工作滿足離職傾向審計人員
外文關鍵詞: Job Stress, Job Burnout, Job Satisfaction, Turnover Intention, CPA Firm
相關次數: 點閱:148下載:12
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  • 審計失敗案件的爆發,使得相關利害關係人,對於財務報表之審計品質更加關注,主管機關與社會輿論相對的加重會計師事務所在財務報表審計品質上的責任。然而一個成熟可獨立作業的審計人員養成不易,而審計人員的高流動率,一直是會計師事務所在人力資源管理上的一大課題,因此,對於審計人員離職傾向的瞭解與進一步的改善,是值得關注的。
    本研究的目的是在探討審計人員在工作壓力、工作倦怠、工作滿足與離職傾向之相關性研究,也比較審計人員與新竹、台南科學園區及傳統產業人員,在離職傾向的程度差異。本研究共發出600份問卷(四大會計師事務所300份、新竹科學園區100份、台南科學園區100份、傳統產業100份),有效回收問卷508份(四大會計師事務所292份、新竹科學園區76份、台南科學園區68份、傳統產業72份),有效回收率84.7%。使用SPSS統計軟體作為分析工具,進行實證研究。
    實證結果顯示,審計人員來自工作本質之工作壓力,因情緒耗竭與成就感降低所產生的工作倦怠,與離職傾向有顯著的正向影響。而因為工作本身而獲得之滿足感,與離職傾向則是顯著負向影響。在職位的差異性分析,In-charge在工作本質之工作壓力與情緒耗竭與成就感降低所產生的工作倦怠及離職傾向等各方面,平均數都是最高的,顯示In-charge這個階層的審計人員,是需要多關注的。在不同產業別比較當中,發現審計人員在工作壓力、工作倦怠與離職傾向等各方面,其平均數與新竹科學園區之樣本都相當接近。

    Owing to the outbreak of the cases about audit failure, that makes related stakeholders be much more concerned about the audit qualities of financial statements. The controlling organization and public opinions relatively make the C.P.A. firms enhance the responsibilities of the audit qualities of financial statements. However, it is not easy to train up a mature auditor who can work independently. The high labor turnover rate of auditors is a big essential about managing the manpower for the C.P.A. firms. Therefore, it is worthy of showing concern about the understanding and better improvements of turnover intention for auditors.
    The purpose of the research is to discuss the auditors’ working pressure, working tiredness, job satisfaction and turnover intention, and to compare the auditors with the labors of Hsinchu, Tainan Science-based Industrial Park and the labors of traditional industry about the degree differences of turnover intention. The research is totally to distribute 600 copies of questionnaires “300 copies for four grand C.P.A. firms, 100 copies for Hsinchu Science-based Industrial, 100 copies for Tainan Science-based Industrial, and 100 copies for traditional industry.” The valid recovering questionnaires are 508 copies “292 copies from four grand C.P.A. firms, 76 copies from Hsinchu Science-based Industrial, 68 copies from Tainan Science-based Industrial, and 72 copies from traditional industry.” The rate of valid recovering questionnaires is 84.7%. Using SPSS software system is being a tool of analysis for manifesting the research.
    The result of manifestations reveals that the auditors bear working pressure from their own employments because of working tiredness from emotional exhaustion and lower sense of achievement that is a positive effect in turnover intention. However, feeling a sense of job satisfaction is a negative effect in it. In analyzing the differences of the working position, the general average of manifestation for In-charge is the highest. That reveals they need more care and attentions. Moreover, in comparing with the different industries, the average of the manifestation between the auditors and the employees in Hsinchu Science-based Industrial is quite close.

    摘 要 I ABSTRACT II 誌 謝 III 表目錄 V 圖目錄 VIII 第一章 緒論 1 第一節、研究背景與動機 1 第二節、研究目的 2 第三節、究範圍與研究對象 2 第四節、研究流程 3 第五節、會計師事務所提供之服務業務與相關統計數據 3 第二章 文獻探討 10 第一節、工作壓力 10 第二節、工作倦怠 19 第三節、工作滿足 29 第四節、離職傾向 33 第五節、工作壓力、工作倦怠、工作滿足與離職傾向之關係 37 第三章 研究方法 43 第一節、研究架構 43 第二節、研究假設 43 第三節、操作性定義及問卷設計 45 第四節、抽樣與問卷發放 49 第五節、資料分析方法 50 第四章 資料分析 53 第一節、敘述統計 53 第二節、因素分析與信度檢定 59 第三節、效度分析 64 第四節、迴歸分析 67 第五節、差異性分析 78 第五章 結論與建議 82 第一節、研究假設驗證 82 第二節、討論與意涵 83 第三節、研究限制 87 第四節、研究建議 88 參考文獻 89 附錄一:研究問卷(審計人員) 107 附錄二:研究問卷(一般產業) 111 表目錄 表1-1 會計師事務所家數-按事務所所在地分 5 表1-2 會計師事務所平均經營規模-按組織型態分 5 表1-3 會計師事務所平均經營規模-按從業人員分 6 表1-4 會計師事務所平均經營規模-按執行業務收入分 6 表1-5 會計師事務所從業人數-按職務及性別分 7 表1-6 會計師事務所從業人數-按主事務所所在地分 7 表1-7 會計師事務所從業人數-按主事務所所在地分 7 表1-8 會計師事務所從業人數-按主事務所所在地分 8 表1-9 會計師事務所全年各項收入-按項目別分 8 表1-10 會計師事務所全年各項支出-按項目別分 9 表2-1 壓力定義彙總表 11 表2-2 工作壓力定義彙總表 14 表2-3 工作壓力來源彙總表 15 表2-4 工作倦怠定義彙總表 19 表2-5 與工作倦怠有關的工作環境特性 20 表2-6工作滿足相關理論彙總表 30 表2-7 影響工作滿足之相關因素彙總表 31 表2-8 離職(傾向)定義彙總表 33 表2-9 工作壓力之相關研究及結果發現 37 表2-10 工作倦怠之相關研究及結果發現 38 表2-11 工作滿足之相關研究及結果發現 38 表2-12 離職傾向之相關研究及結果發現 39 表2-13 工作壓力與工作倦怠之相關研究及結果發現 39 表2-14 工作壓力與工作滿足之相關研究及結果發現 40 表2-15 工作倦怠與工作滿足之相關研究及結果發現 41 表2-16 工作倦怠與離職傾向之相關研究及結果發現 41 表2-17 工作滿足與離職傾向之相關研究及結果發現 42 表3-1工作壓力構面衡量問項 46 表3-2 工作倦怠構面衡量問項 47 表3-3 工作滿足構面衡量問項 48 表3-4 離職傾向構面衡量問項 49 表3-5 預計問卷發放數 50 表3-6 四大會計師事務所分層抽樣比例分配 50 表3-7四大會計師事務所分層抽樣問卷數分配 50 表4-1 問卷發放與回收彙整 53 表4-2 會計師事務所樣本各項變數次數分配表 54 表4-3會計師事務所樣本職位與性別交叉分析表 55 表4-4會計師事務所樣本職位與婚姻狀況交叉分析表 55 表4-5會計師事務所樣本職位與證照考取狀況交叉分析表 55 表4-6 新竹科學園區樣本各項變數次數分配表 56 表4-7 台南科學園區樣本各項變數次數分配表 57 表4-8 傳統產業樣本各項變數次數分配表 58 表4-9 工作壓力檢定 59 表4-10 工作壓力因素分析與信度分析 60 表4-11 工作倦怠檢定 61 表4-12 工作倦怠因素分析與信度分析 61 表4-13 工作滿足檢定 62 表4-14 工作滿足因素分析與信度分析 62 表4-15 工作滿足檢定 63 表4-16 離職傾向因素分析與信度分析 64 表4-17 驗證性因素標準值統計表 66 表4-18-1 工作壓力與工作倦怠~情緒耗竭與成就感降低迴歸統計表(1) 68 表4-18-2 工作壓力與工作倦怠~情緒耗竭與成就感降低迴歸統計表(2) 69 表4-19-1 工作壓力與工作倦怠~生理障礙迴歸統計表(1) 70 表4-19-2 工作壓力與工作倦怠~生理障礙迴歸統計表(2) 70 表4-20-1 工作壓力與工作滿足~一般滿足迴歸統計表(1) 71 表4-20-2 工作壓力與工作滿足~一般滿足迴歸統計表(2) 72 表4-21-1 工作壓力與工作滿足~工作本身迴歸統計表(1) 73 表4-21-2 工作壓力與工作滿足~一般滿足迴歸統計表(2) 73 表4-22 工作倦怠與工作滿足迴歸統計表 75 表4-23-1 工作壓力與離職傾向迴歸統計表(1) 76 表4-23-2 工作壓力與離職傾向迴歸統計表(2) 76 表4-24 工作倦怠與離職傾向迴歸統計表 77 表4-25 工作滿足與離職傾向迴歸統計表 78 表4-26 審計人員年資與各構面之差異分析 79 表4-27 審計人員職位與各構面之差異分析 80 表4-28 所有產業別樣本之因素分析結果彙整 81 表4-29 各產業別與各構面之差異分析 81 表5-1 本研究假設實證彙整表 82 圖目錄 圖1-1研究流程圖 3 圖1-2會計師事務所家數及執業場所數之變動 4 圖1-3會計師事務所家數-按組織型態分 4 圖2-1 刺激型壓力模式 12 圖2-2反應型壓力模式 13 圖2-3 互動型壓力模式圖 13 圖2-4 傳統工作壓力模式 16 圖2-5:工作壓力過程的五階段模式(FRESE & ZAPF, 1998) 17 圖2-6 管理取向的工作壓力模式圖 18 圖2-7 GAINES & JERMIER (1983) 之職業倦怠歷程模型(詹舜能,2004) 22 圖2-8 工作倦怠惡性循環的過程 23 圖2-9 工作倦怠的生態模式 26 圖2-10 社會能立模式 27 圖2-11 控制論模式 28 圖2-12 影響工作滿足之前因與後果變項 32 圖2-13 離職行為的分類 35 圖2-14 MOBELY (1977) 離職決策過程模式 36 圖3-1研究架構圖 43 圖4-1 驗證性因素分析圖示 (未標準化) 64 圖4-2 驗證性因素分析圖示 (標準化) 65

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