聯合國世界衛生組織(WHO)提出，目前全球健康照護工作者中，護理人員占總數的二分之一，至2030年以前，護理人員須再增加900萬人次，以達到健康平權，即全民健康覆蓋(Universal Health Coverage)。然而根據中華民國護理師護士公會全國聯合會111年6月的報告顯示，目前台灣護理師領證人數中，僅有59.1%執業中，造成護理人員「低執業率」的原因，在於其「高轉（離）職率」，而護理人員的工作壓力更是造成人員流動頻繁的原因之一，其將間接影響組織服務品質。
　　正向心理學中的心理資本，已成為目前企業競爭優勢，強調個體利用正向思考的方式突破逆境，故本研究透過問卷調查法，瞭解目前全台灣於臨床執業中護理人員的工作壓力、心理資本及服務品質之關係，其中服務品質分為護理人員以病患角度自評及自覺服務品質兩方面進行分析。
　　研究結果顯示，在工作壓力部分，滿分5分，目前護理人員得分達3分，表示有一定程度的工作壓力。而心理資本滿分5分中，護理人員達到4分，屬中高水準，其中樂觀心理資本的提升，工作壓力會降低，而心理資本的自信、希望及工作壓力中的內部壓力會正向影響護理人員以病患角度自評及自覺服務品質的結果。

　　The World Health Organization (WHO) of the United Nations proposes that currently, Registered nurses account for one-half of the total number of global health care workers. Before 2030, the number of registered nurses must increase by 9 million to achieve the health equality goal, To put it simply, it means to increase Universal Health Coverage. However, according to the report of the Taiwan Union of Nurses Association(TUNA) in June 2022, only 59.1% of the registered nurses in Taiwan are practicing. The reason for the "low practice rate" of registered nurses lies in their "high turnover (leave) rate" (Leaving) rate”, and the work pressure of registered nurses is one of the reasons for frequent staff turnover, which will indirectly affect the quality of organizational services.
　　Psychological capital in positive psychology has become the competitive advantage of current companies, it emphasizing that individuals use positive thinking to break through adversity. Therefore, this study uses a questionnaire method to understand the current work stress and psychological conditions of Registered nurses in clinical practice across Taiwan. The study also analyzed relationship between psychological capital and service quality, in which service quality is divided into self-assessment by registered nurses from the perspective of patients and conscious service quality.
　　The research results show that registered nurses currently have a certain degree of work stress (above 3 points out of 5 points), and their psychological capital has reached a medium-high level (above 4 points out of 5 points). Hope and personal stress in work stress will positively affect nurses' self-evaluation and conscious service quality from the perspective of patients.

論文審定書 i
誌　謝　詞 ii
摘要 iii
Abstract iv
目錄 v
圖目錄 vii
表目錄 viii
第一章 緒論 1
第一節、研究背景與動機 1
第二節、研究目的與重要性 2
第二章 文獻探討 4
第一節 工作壓力 4
第二節 心理資本 19
第三節 服務品質 26
第四節 工作壓力、心理資本與服務品質之關係 31
第三章 研究方法 33
第一節 研究架構與假說 33
第二節 研究流程 34
第三節 研究對象與資料來源 36
第四節 問卷設計 37
第五節 研究變項操作型定義 43
第四章 分析結果 49
第一節 人口學基本資料分布情形 49
第二節 研究量表描述性統計 52
第三節 問卷信效度分析 61
第四節 研究量表差異性統計 65
第五節 研究量表相關性分析 80
第六節 研究量表線性迴歸分析 81
第七節 檢驗研究假說 83
第五章 討論與建議 86
第一節 研究樣本之人口特性 86
第三節 研究建議 88
第四節 研究限制及未來研究建議 89
第五節 研究貢獻 90
參考文獻 91
中文文獻 91
網頁資料 95
英文文獻 95
附錄 106

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