內部行銷、工作滿足與員工離職傾向關係之研究－以ERP產業為例

Abstract

The 21st century is a century of knowledge economy. The key elements for an enterprise to succeed are technology and manpower. It is very important to train employees properly so that they are able to provide service of good quality to customers. However, once the personnel of R&D, consultant and customer service are trained to the level that they are capable of providing proper service, there is always the problem that some of the employees decide to move on instead of staying. ERP industry is constantly suffers the loss of capable employees, and this is something that ERP industry are not happy to see. The purpose of this study is to investigate the relationships among the internal marketing, employee job satisfaction and turnover intention in the ERP Industry. It is found in this study that ERP industry design all kinds of “internal marketing” that “consider employees are internal customers,” and what effects there are to the employees’ job satisfaction. It is hoped that this study is able to investigate the determinants that affects the coming and going of employees and help ERP industries to find out the causes for the high turnover rate, shortage of professional talents and inability to keep talents in order to solve this problem for good. In this study, 6 ERP companies in Taiwan have been serveryed through questionnaires. In total, 525 questionnaires were given, and 201 of them were valid. The samples character istics show that the majority of the R&D staff are male, between the age of 31~40, single, paid 40,001~50,000 NTD per month, and with 3~6 years of seniority, while their ranks are mostly general staff members.The major findings of the study are: 1.The correlation between internal marketing in ERP industry and employee job satisfaction is positive. 2.The correlation between employee job satisfaction and turnover intention is negative. 3.The correlation between internal marketing in ERP industry and turnover intention is negative. 4.Internal marketing has an effect on turnover intention through job satisfaction. According to the study result, it is recommended that ERP industries perform periodic surveys on employees’ demands and satisfaction, and establish an obstacle-free and real-time communication channel. Between each managerial level, a human management mode of two-way communication, such as a mailbox, weekly management reports and complaint mailbox for employees, should be constructed within the company in order to combine the overall business performance and the employees’ salary or welfare program, as well as to improve the career development of employees.