餐飲業使用了大量的兼職人力，對於餐飲服務品質有著相當程度的影響。本研究應用Kovach所提出的激勵問卷形式，作實證的研究，企圖瞭解員工對激勵因素的認知。 本研究以台中市國際觀光飯店宴會部大學工讀生為研究對象，抽樣調查實際運用的有效樣本數為144份。研究結果顯示，對十項工作激勵因素的重視程度都頗高，但滿意度則普通，顯示了仍有很大的改進空間。從人口統計變數可以得知，不同的背景會影響對激勵因素的認知，顯示了對於不同的族群，應採用不同了激勵方式。本研究利用屬性滿意度矩陣分析，藉由比較重視程度與滿意度的關係，找出現行制度的得失，提供業者作為改善激勵方式的依據，以提昇競爭力。 The hospitality industry hires a large number of part-time employees who have a great influence on the level and quality of service provided. In order to understand the impact of Kovach''s "ten job-related factors", a research was conducted on a group of part-time employees in the hospitality industry; information was gathered from the participants by means of a questionnaire. The sampling survey consisted of 144 part-time employees who were all college students and worked in the banquet department of the international hotels of Taichung city. Based on the results of the survey, it is clear that the part-time employees think that the "ten job-related factors" are very important, however they weren''t fully satisfied with them; this implies that the ten job-related factors still need to be improved. From the differences in demographics we know that factors such as the employees'' sex, grade, and major lead to individuals having different opinions about the ten job-related factors. Therefore, managers need to use different motivational programs based on the individual''s background. In order to point out the advantages and disadvantages of the modern management system a "Customer Satisfaction Matrix" was employed. The matrix showed the correlation between the levels of importance (very important, important, normal, not important) and the levels of satisfaction (very satisfied, satisfied, normal, not satisfied) and, in so doing, pointed out the strengths and weaknesses of the of the modern management system. The results of this research will be of great benefit to hotel managers when they need to decide what methods of motivation they need to adopt for their workforce.
