組織認同對行政效能與服務品質影響之研究- 以農田水利組織變革為例

Abstract

本研究旨在探討農田水利組織變革已三年，組織成員對組織變革、組織認同、行政效能及服務品質的影響和反應。研究採用紙本問卷調查收集資料，並運用描述性統計、因素分析、相關分析和迴歸分析進行資料處理，深入了解組織成員對這些變革的看法及其影響。 研究結果顯示，組織變革顯著提升了員工的組織認同感，尤其是在機構認同、親近度和身分認同三個構面上。大多數成員對組織變革持正面看法，70%的受訪者認為變革有其必要性，68%認為變革後可以提高行政效能，69%認為可以提升服務品質，79%認為變革可以解決公權問題。 在變革適應方面，大部分成員表示已適應新的組織架構和運作方式，並能夠勝任新的工作要求。然而，部分成員對於工作變動仍有擔憂。在員工權益方面，成員普遍認為組織變革後個人權益、薪資待遇和工作保障均有所提升，但仍有進一步改善的空間。在溝通程度方面，雖然大部分受訪者對變革前後的溝通狀況持中立至正面看法，但溝通效果仍需提升。 本研究透過迴歸分析探討組織變革和組織認同對行政效能和服務品質的影響，結果顯示組織變革和組織認同對行政效能和服務品質均具有顯著的正向影響。研究還發現，機構認同和親近度對行政效能和服務品質具有顯著的正向影響，變革適應認知對行政效能也有顯著的正向影響，而員工權益認知對服務品質的影響也顯著。這些結果表明，提升員工的組織認同感和變革適應能力是提高行政效能和服務品質的重要因素。 基於研究結果，本研究提出以下建議：首先，管理層應加強內部溝通，提高透明度和員工參與度，特別是在變革持續推動過程中。其次，應關注員工權益，提供更多支援以幫助員工適應變革。最後，應通過培訓和發展計劃，提升員工的專業能力和工作滿足感，以進一步提高行政效能和服務品質。此外，針對不同管理處應制定針對性措施，以適應不同地區和業務性質的需求。 本研究的結果與建議，將提供給未來將變革的組織單位及目前持續變革過程中的農田水利組織參考。

This study aims to explore the impact and response of organizational change on organizational identification, administrative efficiency, and service quality among members of the Agricultural Water Conservancy Organization three years after the reform. The study collected data through paper-based questionnaires and conducted descriptive statistics, factor analysis, correlation analysis, and regression analysis to deeply understand the perceptions and impacts of these changes on the organization members. The results show that organizational change significantly enhanced employees' organizational identification, especially in terms of institutional identification, closeness, and identity recognition. The majority of members held a positive view of the organizational change; 70% of respondents believed the change was necessary, 68% thought it could improve administrative efficiency, 69% felt it could enhance service quality, and 79% believed the change could solve issues related to public authority. Regarding adaptation to change, most members indicated they had adapted to the new organizational structure and operation methods and were capable of meeting new job requirements. However, some members still had concerns about job changes. In terms of employee rights, members generally believed that their personal rights, salary, and job security had improved after the organizational change, though there was still room for further improvement. Concerning the degree of communication, although most respondents had a neutral to positive view of the communication before and after the change, the effectiveness of communication still needs improvement. This study used regression analysis to explore the impact of organizational change and organizational identification on administrative efficiency and service quality. The results showed that both organizational change and organizational identification had significant positive impacts on administrative efficiency and service quality. The study also found that institutional identification and closeness had significant positive effects on administrative efficiency and service quality, change adaptation cognition significantly positively impacted administrative efficiency, and employee rights cognition significantly affected service quality. These results indicate that enhancing employees' organizational identification and adaptation to change is crucial for improving administrative efficiency and service quality. Based on the research results, the study proposes the following recommendations: First, the management should strengthen internal communication, improve transparency, and increase employee participation, especially during the continuous promotion of changes. Second, attention should be paid to employee rights, providing more support to help employees adapt to changes. Finally, training and development plans should be implemented to enhance employees' professional capabilities and job satisfaction, further improving administrative efficiency and service quality. Additionally, targeted measures should be developed for different management offices to suit the needs of various regions and business natures. The results and recommendations of this study will provide valuable references for organizations undergoing changes and those currently in the process of continuous reform, such as the Agricultural Water Conservancy Organization.