臺灣博碩士論文加值系統

摘要
我國即將加入W.T.O.金融自由化、國際化的腳步勢必加快，金融市場將有更多的新銀行與外銀行加入競爭行列。新銀行在面對此一環境之衝擊，業務工作顯得格外重要，而授信人員是銀行的第一線人員，肩負銀行獲利之重責大任。然而如此重要的人力資源卻常常因為工作性質的因素，而面臨許多壓力。這些工作壓力將對銀行造成極大的損失及競爭力的減弱，倘若我們能授信人員所面臨的壓力來源及其影響有深入的瞭解，定能讓銀行業在經營績效上有所裨益，進而提升我國銀行的服務水準和競爭力。
因此，本研究之主要研究議題，包括：1.探討各種授信人員的工作壓力來源包括(1)工作特性─業續表現之不確定感、工作角色衝突和顧客拒絕。(2)社會環境特性─社會支持、體恤領導和結構領導。(3)個人特性─自我效能。）；2.探討各種授信人員的工作壓力來源對組織承諾和業務績效之間的關係。
本研究以國內某一商業銀行為例，以其遍佈全省三十六家分行中的授信人員為研究對象，進行人員親自訪談的問卷調查，有效回收問卷193份。
根據研究結果，我們可歸納出以下的結論：
一、授信人員壓力感受因素與組織承諾之間的相互關聯性。
與組織承諾有顯著關係之工作壓力相關因素變數為：
(一)工作特性：業績表現之不確定感，工作角色衝突和顧客拒絕感受愈強者，其組織承諾越弱。
(二)社會環境特性：社會支持度和體恤領導與組織承諾之相關性均呈現正向之關係。
(三)個人特性：自我效能程度越高者，其組織承諾程度越高。
　　以上的結論均支持本論文原先之假設，唯社會環境特性中的結構領導與組織承諾之相關性並未達到顯著水準。該研究結果可能是結構領導給予授信人員在工作上明確的規範與指導，目標清楚使同仁不易產生角色模糊，在工作上或許有幫助，但對組織承諾方面的相關性，似乎仍不易像體恤領導重視溝通，提供感性的支持與關懷而令授信人員產生組織承諾。
二、授信人員壓力來源與業務績效之間的相互關聯性。
除了工作特性中的業績表現之不確定感與業務績效的影響達到顯著負相關外，其他授信人員工作壓力源與業務績效間均未達到顯著的關係。
此結果可能是因為授信人員在拓展業務時所遭遇的困難有許多種，而工作角色衝突、社會支持度、顧客拒絕、自我效能、體恤領導和結構領導似乎並不是主要的困難點。
授信人員所面臨的主要困難點，或許是在外拓展業務時，產品缺乏競爭性，利率不佳、授信尺度嚴苛等原因，可歸咎於總行的授信策略及整體經營政策過於僵化、保守而影響授信人員之業績。上述有關總行策略與公司既定政策對授信業績的影響可能更甚於因工作角色衝突、社會支持度、顧客拒絕、授信人員的自我效能及直屬主管的風格等因素，而造成本文所探討授信人員工作壓力源與業務績效未達顯著相關之研究結果。
由以上可知組織承諾與業務績效之間亦不具顯著相關性而對二者有顯著影響的工作壓力源也各有不同。

目 錄
摘要……………………………………………………………Ⅰ
謝誌……………………………………………………………Ⅲ
目錄……………………………………………………………Ⅳ
表目錄…………………………………………………………Ⅵ
圖目錄…………………………………………………………Ⅶ
第一章 緒論…………………………………………………………… 1
第一節 研究背景………………………………………………1
第二節 研究動機………………………………………………2
第三節 研究目的………………………………………………4
第四節 研究之重要性…………………………………………4
第二章 文獻探討……………………………………………………… 6
第一節 工作壓力的定義…………………………………… 6
第二節 工作壓力之理論模式……………………………… 7
第三節 與工作壓力有關之變數……………………………13
第三章 研究架構及假設………………………………………………29
第一節 研究架構簡介………………………………………29
第二節 工作表現因子………………………………………29
第三節 影響授信人員壓力感受的因素……………………31
第四節 研究假設……………………………………………36
第肆章 研究方法………………………………………………………38
第一節 研究對象……………………………………………38
第二節 研究工具……………………………………………38
第三節 資料收集……………………………………………40
第四節 統計方法……………………………………………41
第伍章 研究結果分析……………………………………………… 42
第一節 樣本資料分析………………………………………42
第二節 研究樣本的描述性統計……………………………43
第三節 信度分析……………………………………………44
第陸章 結論與建議………………………………………………… 48
第一節 研究結論……………………………………………48
第二節 研究限制……………………………………………49
第三節 研究建議……………………………………………49
參考書目……………………………………………………………… 54
附錄：研究問卷……………………………………………………… 67

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