INVESTIGATION INTO THE CORRELATION OF JOB ROTATION, JOB STRESS AND JOB PERFORMANCE OF STAFF AT THE HOUSEHOLD REGISTRATION OFFICE OF TAIPEI CITY

• Main Authors: CHOU,CHENG-PANG, 周政邦
• Other Authors: WONG, SENG-LEE
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/80166954242725948827

碩士 === 國立臺北大學 === 公共行政暨政策學系碩士在職專班 === 105 === The “People’s Satisfaction with Government Service Quality” public opinion survey conducted by the National Development Council indicated that the public’s satisfaction towards the Household services category reached 94.3%. Behind such a high satisfaction rate is the high performing output of quick and correct demands in household registration cases, as well as the continuous emphasis on service innovation for the public which are implemented by staff at the counters of the Household Registration Office. That is, in addition to dealing with the traditional household registration business, staff of this Office must also continuously increase horizontal cross-agency cooperation under the concept of a One-stop Service. However, the difficulty in restoring such an easy-given convenient service has resulted in increasing pressure on household staff. In this study, the employees of the Household Registration Office in each district of Taipei City were the research objects. First, the paper reviewed relevant literature, compiled the definitions and correlations of job rotation, work pressure and job performance provided by Chinese and foreign scholars, and reviewed related research to establish the hypothesized variables of this study. Second, the paper adopted a paper-based questionnaire to carry out a sampling investigation, and then summarized the research results through quantitative analysis. Finally, conclusions and suggestions based on obtained results were put forward for reference in the follow-up study. This study found that the Household supervisors generally agreed that the job rotations not only enhanced the exploration of staff potential, but also provided a good work training model to assist and train employees to cultivate different business skills. It also further promoted team cooperation and interaction among peer performances, while non-supervisor employees in the first line were subject to work pressures which are reflected in the polarization of Household colleague seniority, high turnover rate, and the impact on staff performances due to the working pressure brought on by frequent job rotations. According to the research results, this study recommends supervisors to improve the employees' sense of job burnout and facilitate employee fitness, thus, reducing their working pressure and increasing work performance through the establishment of a work rotation mode. They should also pay attention to the work pressures brought on by frequent work rotations on employees, which would inevitably generate a significant impact on the performance of their work.