人力資源單位在組織中扮演著服務內部員工的角色，一部分是透過人與人互動、接觸及溝通，而另一部分則是以e化系統作為媒介，提供員工一個自助服務的平台。從去年全球新冠肺炎疫情爆發以來，越來越多企業推行遠距辦公，更加仰賴e化系統進行有效率的管理及服務，來維持各項人力資源作業的正常運行。過去研究著重在網路平台服務品質對於一般消費者滿意度及忠誠度的影響，而本研究欲探討HR e化服務系統能否對於內部顧客關係利益及員工的組織承諾產生影響。階層迴歸分析的結果顯示，e化服務系統對於內部顧客關係利益及組織承諾皆有顯著正向的影響，且內部顧客關係益利扮演中介的角色。因此建議企業應盤點HR e化服務系統建置的狀態，維繫員工與組織間的信任與互動關係，並提升員工的組織承諾。

Human resource department is responsible for employee services in their organizations. Some services are provided through face-to-face interaction, personal contact and communication; however, some are through e-system, as a medium, offering a self-service platform to employees to access. Ever since the outbreak of Coronavirus pandemic last year, more companies have switched to remote working, and increasingly relied on e-system for sufficient management and services, to maintain normal operation of every HR function. Over the past years, researchers have focused on the impact of online service quality on customer satisfaction and loyalty. This research aims to discuss how HR e-service systems affect the level of internal customer relational benefits and organizational commitment. The result of hierarchical regression reveals that HR e-service systems have a significant positive impact on internal customer relational benefits and organizational commitment, and the mediating role of internal customer relational benefits. Thus, enterprises are encouraged to review the status of their internal HR e-service systems, in order to establish trust and increase constant interaction between employees and organization to strengthen employees’ organizational commitment.

論文審定書………………………………………………………………………… i
誌謝………………………………………………………………………………… iii
中文摘要…………………………………………………………………………… iv
英文摘要…………………………………………………………………………… v
目錄………………………………………………………………………………… vi
圖次………………………………………………………………………………… viii
表次………………………………………………………………………………… ix
第一章 緒論……………………………………………………………………… 1
第一節 研究背景…………………………………………………………… 1
第二節 研究缺口與動機…………………………………………………… 1
第三節 研究目的與貢獻…………………………………………………… 2
第四節 研究流程…………………………………………………………… 2
第二章 文獻探討………………………………………………………………… 4
第一節 HR e化服務科技…………………………………………………… 4
第二節 顧客關係利益……………………………………………………… 5
第三節 組織承諾…………………………………………………………… 6
第四節 HR e化服務科技與內部顧客關係利益、組織承諾間關係之探討 7
第三章 研究方法………………………………………………………………… 12
第一節 研究架構…………………………………………………………… 12
第二節 研究工具…………………………………………………………… 12
第三節 統計分析方法……………………………………………………… 13
第四章 研究結果分析…………………………………………………………… 15
第一節 樣本結構…………………………………………………………… 15
第二節 效度分析…………………………………………………………… 18
第三節 信度分析…………………………………………………………… 22
第四節 敘述性統計分析…………………………………………………… 23
第五節 變異數分析………………………………………………………… 26
第六節 HR e化服務科技與內部顧客關係利益及組織承諾之相關分析… 31
第七節 研究假設檢定……………………………………………………… 32
第五章 結論與建議……………………………………………………………… 36
第一節 研究結果與討論…………………………………………………… 36
第二節 管理意涵…………………………………………………………… 36
第三節 研究限制及未來研究建議………………………………………… 37
參考文獻…………………………………………………………………………… 39

中文部分……………………………………………………………………… 39
英文部分……………………………………………………………………… 40
附錄 研究問卷…………………………………………………………………… 44

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