論文名稱：遊覽車駕駛員工作壓力之研究 總頁數：98
-以決策試驗與實驗評估模式為例
校(院)所組別：中國文化大學商學院觀光休閒事業管理研究所
畢業時間及提要別：100學年度第2學期碩士學位論文提要
研究生：黃成貴 指導教授：劉翠華
論文提要內容：
鮮少研究針對遊覽車駕駛員工作壓力提出改善模式，本研究因此以資歷達15年以上之資深遊覽車駕駛為對象，調查其工作壓力相關因素之影響關係，首先以文獻探討發展專家問卷，再徵以專家效度，接著以決策試驗與實驗評估法(Decision Making and Trial Evaluation Laboratory, DEMATEL)提出評估構面及準則間相互影響之網絡關係圖(Network Relation Map, NRM)，歸納出影響工作壓力之構面，由大至小依次為「社經因素」、「人際關係」、「工作滿意」、「工作本質」，此代表遊覽車駕駛員工作壓力因素之影響模式，而各構面之準則亦有影響力之大小順序，形成改善優先順序。研究結果成功發現遊覽車駕駛員工作壓力因素之影響模式，可據以提出改善優先策略，提供政府部門及相關旅遊業者實務操作與後續研究之參考。
Examining Job Stress of Tourist Bus Driver：
Using Decision Making and Trial Evaluation (DEMATEL) Model
Student：Chen-Kuei Huang Advisor：Dr. Chui-Hua Liu
Chinese Culture University
ABSTRACT
Few studies have focused on reducing job stress of tourist bus drivers. The pur-pose of this study is to address this problem, using literature review to develop the contents of driver job stress and the technique of DEMATEL (decision-making trial and evaluation laboratory) to construct multi-criteria job stress evaluation system and finally present network relationship map (NRM) between the factors. The DEMATEL questionnaire was distributed to 30 expert-drivers with at least 15-year driving tourist bus experiences. According to opinions of these expert-drivers, there are 4 dimensions and 12 criteria are derived as the dominating factors for tourist bus driver’s job stress. Further, the NRM is produced to illustrate the influential relation-ships which can indicate the priority order for reducing job stress. The dimension of “Socio-economic problem” with the highest influential weight is the first priority to be considered and followed by “Interrelationship”, “Job satisfaction” and “Job na-ture”. The same rule can be applied to the criteria in each dimension as well. For in-stance, in “Socio-economic problem” dimension, the influential order of criteria is “few extra incomes”, “low monthly pay” and “lack of respect”, indicating to increase extra incomes is the first priority to reduce Socio-economic stress. In general, this research successfully demonstrated the identifiable DEMATEL models in clarifying interrelation among the complex factors and present useful strategies for reducing job stress and increasing job satisfaction. The result can thus be useful for both the aca-demic and practical fields, and especially valuable for those tourist drivers and deci-sion makers.
