企業進用視障按摩師之服務品質與滿意度研究

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Title:	企業進用視障按摩師之服務品質與滿意度研究 Research on Service Quality and Satisfaction of Visual Disturbance Masseurs Employ by Quota in Enterprises
Authors:	許芸榕 SYU, YUN-RONG
Contributors:	休閒與遊憩管理學系
Keywords:	企業社會責任;企業進用;視障按摩;服務品質;滿意度 CSR;Employ by Quota;Visual Disturbance massage;Service Quality;Satisfaction
Date:	2022-08-23
Issue Date:	2022-10-28 07:44:15 (UTC+0)
Publisher:	亞洲大學
Abstract:	企業社會責任（Corporate Social Responsibility，簡稱CSR）是指企業除了追求資方的最大利益外，還須同時兼顧到其員工、消費者、供應商、社區與環境等權益。根據世界企業永續發展協會（WBCSD）的說法，企業社會責任是「企業承諾持續遵守道德規範，為經濟發展做出貢獻，並且改善員工及其家庭、當地整體社區、社會的生活品質」。而企業進用制度的施行，是為了保障及促進身心障礙者就業，對一定員工人數以上的機關（構）課予進用身心障礙者的義務，鼓勵雇主釋出工作機會進用身心障礙者，使其得以發揮所長、融入社會，並喚起一般社會大眾及企業雇主對其工作能力的肯定。可知企業進用亦是企業社會責任一環。綜觀發現台灣的學術對企業社會責任有諸多研究，然而少數有針對企業進用進行研究，因本研究者是從事身障按摩工作，藉此研究了解企業進用的視障服務對於企業員工是否有達到舒緩工作疲勞之作用，及視障按摩師提供按摩服務之品質與滿意度，本研究所採用人口統計變項分為性別、婚姻?況、?齡、行業別、教育程?及每月平均收入等人口統計變項，分別探討其與按摩服務品質及滿意?之關係。本研究問卷調查以台中區有配合企業進用之企業為主，有效回收167份問卷，有效問卷回收率100％。本研究中不同背景的6項變項中每月平均收入對於服務品質及可靠性、反應性、確實性等3大構面有顯著影響；不同的人口統計變項對於按摩滿意度就無顯著影響，表示大多受測者對於視障按摩的滿意度皆為良好。依據月平均收入資料統計來看，員工在意支出對於獲得服務滿意度是否能夠獲得高性價比，希望以較少的費用獲得更好的服務，因此價格實惠且高服務品質會提升受測者的滿意度。本研究發現員工對於企業所提供的場地、設施及企業進用之視障按摩師皆有高度滿意度，企業進用不僅是推動身障就業率，也提供良好的員工福利，亦可向政府申請補助，建議更多的企業在福利政策的訂定中，可以將企業進用視障按摩納入考量中。 Corporate Social Responsibility (CSR) means that in addition to pursuing the best interests of the employer, an enterprise must also take into account the rights and interests of its employees, consumers, suppliers, communities and the environment. According to the World Council for Business Sustainability (WBCSD), corporate social responsibility is "a company's commitment to continue to abide by ethical standards, contribute to economic development, and improve the quality of life of employees and their families, the local community as a whole, and society". The implementation of the enterprise employment system is to protect and promote the employment of persons with disabilities. It is an obligation for institutions (institutions) with a certain number of employees to recruit persons with disabilities, and encourage employers to release job opportunities to employ persons with disabilities. Make it possible to play its strengths, integrate into the society, and arouse the affirmation of the general public and employers of its work ability. It can be seen that corporate use is also a part of corporate social responsibility.Overall, it is found that there are many studies on corporate social responsibility in Taiwanese academics, but a few of them have conducted research on corporate use. Because this researcher is engaged in massage for the disabled, this research can be used to understand whether the visually impaired services of corporate use are effective for corporate employees. The effect of relieving work fatigue, and the quality and satisfaction of massage services provided by visually impaired masseurs, this research uses demographic variables to divide into demographics such as gender, marital status, age, industry, education level and average monthly income Variables, respectively, to explore its relationship with massage service quality and satisfaction. The questionnaire survey of this research mainly focuses on enterprises in Taichung District that cooperate with enterprises. 167 questionnaires were effectively collected, and the effective questionnaire recovery rate was 100%.Among the 6 variables of different backgrounds in this study, the average monthly income has a significant impact on service quality and three dimensions of reliability, responsiveness, and certainty; different demographic variables have no significant impact on massage satisfaction , indicating that most of the subjects have good satisfaction with massage for the visually impaired. According to the statistics of monthly average income, employees care about whether the expenditure can be cost-effective for obtaining service satisfaction, and hope to obtain better service at a lower cost. Therefore, affordable prices and high service quality will improve the satisfaction of the subjects. .This study found that employees are highly satisfied with the venues and facilities provided by the company and the visually impaired masseurs used by the company. The use of the company not only promotes the employment rate of the disabled, but also provides good employee benefits, and can also apply for subsidies from the government. , it is suggested that more companies can take into account the use of massage for the visually impaired in the formulation of welfare policies.
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