商業銀行營業單位從業人員人格特質與工作績效之相關性分析：以國內某商業銀行為例

Abstract

近年來台灣金融業的經營環境面臨巨大的轉變，其從業人員也被要求要比過去的年代提供給客戶更密切的互動、更專業的諮詢與更優質的服務，才能算是好的工作績效表現。過去企業挑選人才多半只重視專業能力，卻忽略了還有其他的因素也可能影響工作表現及績效。這些年越來越多學者與企業認為人格特質也是人才甄選中很重要的因素，會影響員工後續的工作滿意度、工作績效及離職率。本研究目的為了解商業銀行營業單位現職員工在人格特質與工作績效上是否有相關性，並嘗試研究以各種工作職務為基礎來分群後，不同人格特質之工作績效是否有顯著差異。 本研究以問卷方式，針對國內某績優商業銀行營業單位現職員工為研究對象，共回收507份有效問卷，研究不分職務以及不同職務(企金A/O、個金A/O、理財專員、台/外幣資深客服專員、作業主管)人格特質與工作績效之相關性，其中針對人格特質的檢測是採用28題之網路版MBTI性格測試量表。在統計分析上，以t檢定來探討不同職務下人格特質與工作績效之相關性。 研究結果顯示，商業銀行營業單位從業員工若不分職務其人格特質不同對工作績效有顯著差異，若分不同職務來看，個金A/O、理財專員、台/外幣資深客服專員與作業主管之人格特質不同對工作績效有顯著差異，但企金A/O則不顯著。

The overall business environment of the Taiwanese financial industry has witnessed immense transformations over the past few years. To achieve acceptable work performance these days, professionals working in the financial field have been tasked with offering clients closer interaction, more specialized consultation, and higher quality services than ever before. In the past, the majority of companies recruited new employees based solely on their professional capacity at the expense of other critical factors which could affect performance and results in the workplace. Nowadays, however, increasing numbers of academics and business people believe that personality traits are a crucial factor to be considered during the recruitment process and that the personality of new employees will directly affect their subsequent job satisfaction, job performance, and turnover rate. The aim of this study was to discover whether a correlation exists between particular personality traits and job performance of employees currently working in the business unit of a commercial bank; in addition, employees were divided into groups based on their respective job duties in an attempt to determine how significantly job performance differs—if at all—between people with different personality traits. This study focused on employees currently working in the business unit of a domestic commercial bank with particularly exceptional performance, and was conducted using a questionnaire format. A total of 507 valid questionnaires were collected. This study examined the correlation between personality traits and job performance of employees both in terms of individual job duties (i.e., Corporate Banking Account Officers, Personal Banking Account Officers, Wealth Management Managers, Customer Service Assistant Managers, and Customer Service Managers) as well as without regard to such job duties; to assess these personality traits, a personality test was designed using the 28-question online edition of the Myers-Briggs Type Indicator (MBTI). Statistical analysis was conducted using t-Test to explore the correlation between different personality traits and job performance for the various job duties. The results of this study show that, when excluding job duties as a factor, there is a significant discrepancy in job performance among the employees, working in the business unit of a commercial bank, with different personality traits. In addition, with the exception of Corporate Banking Account Officers, a significant discrepancy in job performance was found to exist among Personal Banking Account Officers with different personality traits, as well as Wealth Management Managers, Customer Service Assistant Managers, and Customer Service Managers.