Relatedness of research study of Leraning organization and service quality

• Main Authors: Chia-Hua Lai, 賴家華
• Other Authors: Hung-Hui Li
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/73832910894013154572

碩士 === 元智大學 === 管理研究所 === 97 === The objects of this research are to investigate employees’ feelings toward learning organization, trainee motivation and service quality, and to explore the association between them progressively, and to find out whether the service quality that employees apply would be affected by learning organization or trainee motivation; in other words, employees would apply the knowledge or skills that they learned from the training activities of learning organization to patients. The research object is Far-Eastern Memorial Hospital, and this research is conducted via questionnaires and the research object is selected by stratified random sampling. Due to the support of chiefs, a total of 200 questionnaires were distributed to first-line employees with more than one year seniority from medical, nursing, technical and administrative departments and 200 effective questionnaires were collected (effective return rate was 100%). In order to reach the research goals and verify its assumptions, we tries to find out the background of testees and the relationship between these three variables by using SPSS to analyze data, including using descriptive statics, Pearson product-moment correlation, simple regression and multiple regression methods. There are few conclusions: 1.The aspects of “self-continuous learning” and “self-inquiry conversation” in sample hospital are strong, but the aspect of “organization-system building” is in the opposite way. 2.The aspect of “self-inquiry conversation” in sample hospital is more consistent; however, the aspect of “organization-system building” is more discrepant. 3.There is strong trainee motivation in sample hospital. 4.Employees from different departments have different reactions toward learning organization and trainee motivation. 5.The service quality supplied by employees from different departments has few variations. According by the conclusion, there are some suggestions for “person”, “team” and “organization” respectively. 1.For person: the present learning organization operates well, but it needs to be maintained to make the organization members more coherent. 2.For team: there is still rooms for team activities to improve; for instance, quality control circle, project improvement plan, etc., and by means of those activities, it should develop the power of teamwork instead of focusing on the personal performance. 3.For entire organization: a.Building a complete learning mechanism. b.Developing a continuous learning culture. Due to medical center’s responsibility for medical service, teaching and research, and its highly professional members, it is natural for it to develop as a learning-orientation organization; nevertheless, developing a learning organization is kind of concept which should be fit in organizational culture but not merely a slogan. It would be more competitive among same industry on condition that manages encourage employees to learn and motivate their training motivations systematically.