提昇勞工退休金新制滿意度之研究

Abstract

勞退新制實施至今即將屆滿兩年，這項重大的社會改造工程雖推動得十分順利，但勞工與雇主對勞退新制各項服務或措施之重視程度與滿意度如何？又如何建構衡量勞退新制滿意度之構面與項目？並以提昇服務滿意度之管理策略，規劃各項服務或措施之優先順序，是本論文研究的主要動機與目的。 本研究根據相關文獻及勞退新制的相關法令（主要為「勞工退休金條例」及其施行細則）、政策、服務、措施、作業規定等，整理歸納提出「退休金提繳」、「退休金請領」、「退休基金經營管理」、「勞退新制資訊認知」及「勞退新制措施」等五項作為勞退新制服務滿意度之衡量構面，併延伸設計20~21項服務或措施作為服務滿意度評量項目。 本研究是以勞退新制有密切關係之選擇勞退新制之勞工及有勞工選擇勞退新制之事業單位為實證研究對象，採隨機抽樣調查法蒐集勞工及事業單位對勞退新制各構面與各項服務或措施之重視程度與滿意度（以Likert 5-point scale來評量），除分別作重視程度與滿意度之結構及平均數分析外，又依「規劃服務滿意度管理策略模式」規劃優先推動之項目。 經實證研究發現，勞工首要規劃與推動的管理策略構面與項目，依序為勞退基金經營方面的「基金經營資訊透明揭露」、「基金經營的風險控管」、「基金經理人的專業能力」及「基金經營的投資績效」；事業單位首要規劃與推動的管理策略構面與項目，依序仍為勞退基金經營方面的「基金經營的投資績效」、「基金經營的風險控管」、「基金經營資訊透明揭露」及「基金經理人的專業能力」。若以PZB模型缺口五（Gap5）滿意度與重視程度之落差分析，勞工與事業單位落差較大者也都依序為勞退基金經營方面的「基金經營的投資績效」、「基金經營資訊透明揭露」、「基金經營的風險控管」及「基金經理人的專業能力」。另外從本實證研究得知，勞工與事業單位對勞退新制的整體滿意度雖然不是很高，但是其支持度與推薦親友選擇勞退新制之願意度相對較高。顯示勞雇雙方對勞退新制雖不是很滿意，但還是會給予支持，並推薦親友或勞工選擇。本研究最後根據實證研究的結論提供幾點政策建議及未來研究方向。

The new labor pension mechanism has been implemented for nearly two years. Although this major social improvement project has been going smoothly, but what are the degrees of attention and satisfaction of both the employees and the employers in all kinds of services or measures? How to construct the dimensions and items in measuring the degree of satisfaction? To promote the administrative strategies in enhancing service satisfaction and plan the order of all kinds of services or measures is the primary motive of this study. Based on the literature, policies, services, measures, operation regulations and relative acts of the new labor pension mechanism (mainly according to the labor pension act and its bylaws), the study organized and constructed five dimensions for measuring service satisfaction: the pension deposit, the pension payment, the pension fund administration, the recognition of the information of new labor pension mechanism, and the measures of new labor pension mechanism. Furthermore, 20~21 items of services or measures were extendedly designed for the measurement of service satisfaction. In the study, both of the samples of employees and employers were surveyed by random sampling. Their degrees of attention and satisfaction regarding these 5 dimensions were scored in Likert 5-point scale. Other than analyzing proportions and means of the degrees of attention and satisfaction, some prior items were planned to come into operation based on the strategies management model of planning service satisfaction. According to the results of the study, the pension fund administration is a top priority. For the employees, the most important items were：the exposure of the information of pension fund management, the risk control of pension fund, the professional abilities of pension fund managers, and the investment performance of pension fund. As for the employers, the most important items were：the investment performance of pension fund, the risk control of pension fund, the exposure of the information of pension fund management, followed by the professional abilities of pension fund managers. The differential analysis of the degrees of satisfaction and attention using PZB model Gap 5 revealed that there were major differences in the pension fund administration, in the order of the investment performance of pension fund, the exposure of the information of pension fund management, the risk control of pension fund, and the professional abilities of pension fund managers, no matter for the employees or the employers. Other than the above, the results of the study also showed that both the employees and the employers were not very satisfied overall towards the new labor pension mechanism, but they would support and recommend their relatives to choose the new labor pension mechanism. Lastly, some policy suggestions and further studies were given in the conclusions of this study.