本研究從多面向調查臺灣服務業人員的工作滿意度，並聚焦在 Z 世代臺灣人。
本研究有四個目標;分別為 (1) 測量 Z 世代服務人員工作滿意度的水平, (2) 分析不同類別 臺灣 Z 世代服務人員之工作滿意度, (3) 了解哪些決定性因素對 Z 世代服務人員是重要的, 及(4) 對臺灣 Z 世代服務人員提出提升工作滿意度之建議。本研究採混合方法進行:使用 明尼蘇達滿意度問卷(MSQ)並基於工作滿意度以及其他相關理論進行訪談。整體而言臺灣 Z 世代服務人員工作滿意度仍令人滿意。改善工作滿意度的建議包含提供在職培訓機會、 提高薪資與福利，提升人際溝通、與增加晉升機會。

This study examined the facets influencing job satisfaction for waiters and waitresses in Taiwan. The researcher particularly focused on generation Z (Gen Z). The emphasis of this study is on four research objectives which are (1) To measure the level of job satisfaction of Gen Z waiters and waitresses, (2) To analyze the job satisfaction level of Gen Z waiters and waitresses categorized by different characteristics, (3) To understand why the facets determined are important for Gen Z waiters and waitresses, and (4) To make a recommendation about improving job satisfaction among Gen Z waiters and waitresses. This study was conducted by using a mixed- method approach, which involved an adjusted version of the Minnesota Satisfaction Questionnaire (MSQ) and interviews based on questionnaire results and other relevant theories. The overall job satisfaction of Gen Z waiters and waitresses was at a somewhat satisfied level. The suggestions for improving job satisfaction were related to training programs, compensation and welfare, interpersonal communication, and promotion system.

Thesis Validation Letter................................................................................................................... i Acknowledgements......................................................................................................................... ii
Abstract (Chinese) ......................................................................................................................... iii
Abstract (English) ........................................................................................................................... ii
Chapter 1 Introduction .................................................................................................................... 1
1.1 Research Question (RQ)........................................................................................................ 3
1.2 Research Objectives (RO)..................................................................................................... 3
1.3 Definition of Key Terms ....................................................................................................... 3
Chapter 2 Literature Review........................................................................................................... 5
2.1 Job Satisfaction, the Job Descriptive Index (JDI) and the Minnesota Satisfaction Questionnaire (MSQ) .................................................................................................................. 5
2.2 Age Structure in Taiwan ....................................................................................................... 6
2.3 The Role of Different Generations in the Workforce ........................................................... 7
2.4 Antecedents of Job Satisfaction ............................................................................................ 8
2.4.1 Maslow’s Needs Hierarchy Theory ................................................................................ 9
2.4.2 Job Characteristics Theory ........................................................................................... 10
2.5 Previous Research Studies .................................................................................................. 11
Chapter 3 Method ......................................................................................................................... 14
3.1 Participants .......................................................................................................................... 14
3.2 Section 1: Questionnaire ..................................................................................................... 14
3.2.1 Instrument..................................................................................................................... 15
3.2.2 Data Collection ............................................................................................................. 18
3.2.3 Data Analysis................................................................................................................ 18
3.3 Section 2: Interview ............................................................................................................ 19
3.3.2 Instrument..................................................................................................................... 20
3.3.3 Data Collection ............................................................................................................. 20
3.3.4 Data Analysis................................................................................................................ 20
3.4 Research Ethics ................................................................................................................... 21
Chapter 4 Result............................................................................................................................ 22
4.1 The results of data analysis on the characteristic of respondents........................................ 22
4.2 The results of data analysis about overall job satisfaction .................................................. 29
4.3 The results of data analysis on job satisfaction classified by respondent’s characteristic .. 31
4.5 The result of data analysis on the suggestion to increase Gen Z waiter and waitress’s job
satisfaction................................................................................................................................. 59
Chapter 5 Discussion .................................................................................................................... 62
5.1 Conclusion........................................................................................................................... 62
5.2 Discussion ........................................................................................................................... 64
5.3 Contribution ........................................................................................................................ 67
5.4 Limitation and Future Research Direction .......................................................................... 68
Reference ...................................................................................................................................... 69 Appendix....................................................................................................................................... 76
Appendix 1: Job Satisfaction Questionnaire ............................................................................. 76
Appendix 2: Interview Questions.............................................................................................. 79
Appendix 3: Informed Consent Form ....................................................................................... 80

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