台北縣戶政事務所志工服務動機與工作滿意度關係之研究

Abstract

摘要 本研究旨在探討台北縣戶政志工的服務動機與工作滿意度，並進而研究二者之關係。首先探討有關文獻，以作為研究架構及研究目的的依據，本研究之主要目的有下列幾項： 一、探討台北縣戶政事務所志工的服務動機與工作滿意度的一般狀況。 二、探討不同背景志工，其服務動機的差異程度。 三、探討不同背景志工的工作滿意度之差異程度。 四、探究戶政志工的服務動機與工作滿意度的相關性，以建立戶政志工的運用制度。 本研究工具採自編問卷，問卷調查以台北縣各戶政事務所志工為母群體，針對所有志工進行普查。最後依據主要研究發現，作成結論與建議。 本研究獲得的結論如下： ㄧ、不同社經背景的志工對服務動機之程度上並無顯著差異。 二、不同社經背景的志工對工作滿意度之程度上並無顯著差異。 三、戶政志工整體的服務動機皆很強烈。 四、戶政志工對工作的滿意度皆很高。 五、志工參與志願服務動機越高，工作滿足越高。 六、戶政志工社會責任動機與互動關係滿足呈明顯相關。 七、戶政志工成就感動機與工作環境滿足呈明顯相關。 依據上述結論，本研究提出下列建議： 一、對戶政主管機關的建議 （一）與社區建立連結，多元招募志工，並充分運用志工人力資源，將志工整合於整個組織中。 （二）借重志工的高熱忱及高度的工作滿足，給予靈活多元的工作內涵。 （三）深入了解志工的需求，營造優質的工作環境。 （四）主動關心志工的工作狀況，並結合有效率的激勵作為，肯定志工的努力。 （五）多舉辦聯誼康樂活動，增進志工彼此間的人際關係與互動。 （六）多安排志工參加專業訓練課程，提供志工自我成長的機會。 二、對志願服務人員的建議 （一）將志願服務工作視為終身事業。 （二）瞭解自己參與志願服務的動機，充分體驗服務的真諦與內涵。 （三）透過社會參與及社會學習的途徑，以達到學習訓練與自我肯定滿足。 三、對後續研究的建議 由於本研究採問卷調查法，受限於樣本、問卷長度與填答方式研究限制，探討之變數有限，因此建議日後之後續研究方向如下： （ㄧ）就研究範圍而言 本研究的範圍僅以目前參與臺北縣各戶政事務所志願服務之志工為對象，惟其他外縣市之基層戶政志工，或因管理制度、地理條件不同而有所差異，為了能類推適用於其他不同縣市，建議後續研究者能將範圍擴及他縣市。 （二）就研究方法而言 本研究採用文獻分析法及問卷調查法，只獲得量化資料，質的研究部分從缺。建議後續研究者以個案研究法或搭配深度訪談的方法，以研究不同背景志工其服務動機及工作滿意度的差異程度及影響因素之探討。

Abstract This research aims at probing into service motive and working satisfaction of the volunteers in the office of the affairs of the household registration of Taipei County, and then study the correlation of the two. Probe into the relevant documents first ,as the basis of the research structure and research purpose. There are several items of the main purposes in this research as follows:

First, probe into the general state of the service motives and working satisfaction of the volunteers in the office of the affairs of the household registration of Taipei County. Second, probe into the difference degree of its service motive of the volunteers of the different background. Third, probe into the difference degree of its working satisfaction of the volunteers of the different background. Fourth, probe into the correlation of the service motive and working satisfaction of the volunteers in the office of the affairs of the household registration in order to set up the application system of the volunteers of the affairs of the household registration.

The tool of the research adopts the questionnaire which was compiled by the researcher. The investigation of the questionnaire regards the volunteers in the office of the affairs of the household registration of Taipei County as the population, carry on general survey to all volunteers. Accord with discovering mainly, make into the conclusion and suggestion finally.

The conclusion obtained in this research is as follows:

First, there is no clear difference showing on the different social backgrounds of the volunteers to their serving degree of the motive. Second, there is no clear difference showing on the different social backgrounds of the volunteers to the degree of their working satisfaction. Third, the service motive of the volunteers of the affairs of the household registration is very strong as a whole. Fourth, the working satisfaction of the volunteers of the affairs of the household registration is very high as a whole. Fifth, the higher the volunteers participate in the voluntary service motive, the higher working satisfaction they have. Sixth, there is obvious correlation between the motives of the social responsibility and the satisfaction of their inter-dynamic relation of the volunteers of the affairs of the household registration. Seventh, there is obvious correlation between the motives of the achievement and the satisfaction of their working environment of the volunteers of the affairs of the household registration.

According to the above conclusions , the research proposes the following suggestions:

I. Suggestions to the authority of the affairs of the household registration 1. Set up the link with the community, plural methods recruit the volunteers, fully use the strength of the volunteer resources, and integrate the volunteers into the whole organization entirely. 2. With the help of the high zeal of the volunteers and the height of their working satisfaction, offer them flexible and plural working intension. 3. Understand the demands of the volunteers in depth, and build the high-quality working environment. 4. Care about the working state of the volunteers, combine the efficient conduct of encouragement, and affirm the efforts of the volunteers. 5. Hold more recreational activities of the friendship ties, and promote the interpersonal relationships and inter-dynamic of the volunteers between each other. 6. Arrange for the volunteers to participate in the professional training program more, and offer the chance for them to grow up.

II. Suggestions to the volunteers 1. Regard voluntary services as the lifetime undertaking. 2. Understand the motive of the voluntary service that he participates in, fully experience the true essence and intension served. 3. Through the way of social participation and social learning, in order to reach the satisfaction of self-training and self-affirmation.

III. Suggestions to the follow-up study Because the research adopts the investigation method of the questionnaire, it is limited to the sample, the length of the questionnaire, and the way of answering of those who fill out the questionnaire. It is limited with the parameter which is probed into, so the research proposes the direction for the future studying as follows: 1. As far as research range The range of the research only regards the volunteers in the office of the affairs of the household registration of Taipei County, no voluntary service of the offices of all affairs of the household registration at the basic level of other counties and cities, or differences to some extent because of the management systems , geographical terms, in order to be able to be suitable for other different counties and cities to analogize , propose the follow-up researchers who can range expanding to other counties and cities. 2. As far as the research approaches This research adopts the analytic approach of documents and the method of questionnaire investigation, so it only wins quantitative materials, without the part of qualitative materials. Propose the follow-up researcher had better use case study or match the method of the deep interview, in order to study the different degree of different background of the service motives and working satisfaction of the volunteers, and discuss about the influential factors.