隨著全球化競爭的加劇和勞動市場的變化，企業越來越認識到提升人力資源（HR）服務品質對增強企業競爭力的重要性。本研究透過應用狩野模型及重要性-滿意度（IPA）模型，探討如何有效提升某重電企業的員工滿意度。研究首先分析員工對於公司的期望和實際滿意度，進而識別出影響員工滿意度的關鍵屬性。本研究採用問卷調查收集數據，對比分析狩野模型和IPA模型的應用結果，從而提出改善員工滿意度的建議。
研究結果顯示，員工對於企業的期望具有多樣性和層次性，且狩野模型能有效揭示不同類型的服務需求，而IPA模型則突顯出公司表現與員工期望之間的差距。結合兩種模型的分析不僅為企業提供了一個全面評估員工滿意度的框架，也指出了具體的改進方向，如增強企業人力資源管理的可靠性和響應性，改善員工溝通和參與機制等。
本研究對於企業人力資源管理實踐具有重要意義，特別是在制定和實施人力資源管理品質提升策略時。通過改善關鍵服務屬性，不僅可以提高員工的工作滿意度和忠誠度，也能進一步促進企業的整體績效和競爭力。

With the intensification of global competition and changes in the labor market, companies increasingly recognize the importance of enhancing human resources (HR) service quality to strengthen their competitiveness. This study applies the Kano model and the Importance-Performance Analysis (IPA) model to explore how to effectively improve employee satisfaction in a heavy electrical enterprise. The study first analyzes employees' expectations and actual satisfaction with the company, identifying the key attributes that affect employee satisfaction. Data was collected through a questionnaire survey, and the results of applying the Kano model and the IPA model were compared and analyzed to improving employee satisfaction.
The results show that employees' expectations of the company are diverse and hierarchical, and the Kano model effectively reveals different types of service needs, while the IPA model highlights the gaps between company performance and employee expectations. The combined analysis of the two models provides a comprehensive framework for evaluating employee satisfaction and identifies specific areas for improvement, such as enhancing the reliability and responsiveness of HR management and improving employee communication and participation mechanisms.
This study has significant importance to HR management practices, especially in formulating and implementing strategies to improve HR service quality. By improving key service attributes, not only can employee job satisfaction and loyalty be increased, but the overall performance and competitiveness of the enterprise can also be further promoted.

摘要 I
ABSTRACT II
誌謝 III
目錄 IV
圖目錄 VI
表目錄 VII
第1章 緒論 1
1-1 研究背景 1
1-2 研究動機 2
1-3 研究目的 2
1-4 論文架構 4
第2章 文獻探討 6
2-1 員工滿意度 6
2-2 員工滿意度的衡量 7
2-3 重要性績效表現分析法 9
2-4 狩野二維品質模型 10
第3章 研究方法 13
3-1 問卷設計 14
3-2 問卷統計分析 14
3-2-1 敘述性統計 16
3-2-2 狩野二維品質分析 16
3-2-3 重要性-表現分析法 19
第4章 個案研究結果 20
4-1 研究對象 20
4-2 基本資料分析 20
4-3 問卷信效度分析 23
4-4 狩野二維品質模型屬性分類 24
4-5 重要性-滿意分析法 41
4-6 改善具體成效比較 51
第5章 結論與建議 56
5-1 研究結論 56
5-2 未來研究建議 56
參考文獻 58
附錄 65
附錄一：母公司狩野二維品質屬性分類各品質項目佔比明細 65
附錄二：子公司狩野二維品質屬性分類各品質項目佔比明細 70
附錄三：母公司之 SII 與 DDI 矩陣應對策略 74
附錄四：子公司之 SII 與 DDI 矩陣應對策略 77
附錄五：重要性-滿意程度分析表(母公司&子公司) 80

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