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研究生:李暐珣
研究生(外文):Wei-Syun Lee
論文名稱:e人力銀行服務品質之研究
論文名稱(外文):A study on Service Quality of the HR service agency
指導教授:林淑萍林淑萍引用關係
指導教授(外文):Shu-Ping Lin
學位類別:碩士
校院名稱:中華大學
系所名稱:經營管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:96
中文關鍵詞:人力銀行網站服務品質重要-表現程度分析(Importance-Performance AnalysisIPA)Kano品質模式結構方程模式
外文關鍵詞:HR service agencyonline service qualityimportance-performance analysis (IPA)Kano’s modelStructure equation modeling(SEM)
相關次數:
  • 被引用被引用:44
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隨著網路科技的蓬勃發展與求職環境之轉變,網路人力銀行已成為社會大眾求職之新管道,加上近年來求職者對服務內容之需求漸趨多元,導致強調於有限資源考量下提昇服務品質已成為企業永續經營的管理理念。而藉由提供求職者所需要的服務,提升顧客的滿意度與忠誠度,進而強化競爭優勢,以期在人力銀行網站林立,競爭激烈的環境中脫穎而出。
有鑑於此,本研究首先以E-S-QUAL及E-RecS-QUAL量表為基礎,並適度修定後建構出人力銀行服務品質量表。其次,本研究以104人力銀行為例,利用結構方程模式分析,探討以Kano二維服務品質為概念之人力銀行服務品質對顧客滿意度與忠誠度之影響關係。進而結合Kano二維服務品質及重要-表現程度分析(Importance-Performance Analysis、IPA)之概念發展一整合模式以針對52項評估項目進行資源重整分析。
研究結果顯示,網路服務品質、顧客滿意度與忠誠度之間,具有顯著正向關係。可知,網路服務品質對滿意度及忠誠度之重要性,而透過二維服務品質概念導入,發現實例之服務項目僅包括績效與激勵因子,更進一步發現績效因子對忠誠度之影響效果顯著高於激勵因子。而透過研究中所發展的Kano二維服務品質與IPA之整合模式,發現104人力銀行改善首要工作為「線上查詢廠商資訊」、「在人力銀行可求得心中理想的工作」與「人力銀行所提供的工作和資訊是如實的」。
關鍵字:人力銀行、網站服務品質、重要-表現程度分析(Importance-Performance Analysis、IPA)、Kano品質模式、結構方程模式
For the development of network technology and transformation of job seeking environment、the HR service agency online has become the emerging channel for candidates to look for jobs. Moreover、due to the variety of users』 demand for service attributes in recent years、emphasizing on promoting service quality with taking account of resource-limited situation has been served as the management principle for sustainable operation.
Consequently、this research referred to the e-SERVAQAL and e-recSERVAQAL for developing a revised scale and then we took the 104 HR service agency as the study object to proceed to the resource distribution analysis by performing both the Kano’s model and IPA technique.
As the results show、the conception of Kano’s two dimensional model can further discriminate the improving priority that traditional IPA model suggested depend on different quality categories、so the conclusion was certainty conducive to promote service quality and the integrated model can also be the reference of related researches.

Key words:
HR service agency,
online service quality,
importance-performance analysis (IPA)、
Kano’s model、
Structure equation modeling(SEM)
目錄
摘要……. i
誌謝……. iii
目錄…… iv
圖目錄…. vi
表目錄… vii
表目錄…. vii

第一章 緒論 1
第二章 文獻探討 5
2.1人力銀行 5
2.2網站服務品質、顧客滿意度、忠誠度 10
2.3 Kano二維品質模式 27
2.4重要-表現程度分析(IPA) 32
第三章 研究設計 35
3.1 研究架構 35
3.2 研究假設 36
3.3 研究範圍與對像 36
3.4 問卷設計 36
3.5 資料分析方法 40
第四章 研究結果 47
4.1樣本結構 47
4.2問卷信度與效度分析 48
4.3人口統計變數在研究變項上之差異分析 52
4.4 服務品質、顧客滿意度與忠誠度之關聯性分析 55
4.5 Kano二維品質模式分析 59
4.6 Kano三因子、顧客滿意度與忠誠度之關聯性分析 64
4.7 績效因子之IPA分析 67
4.8 Kano-IPA整合結果 70
第五章 結論與建議 72
5.1 研究結論 72
5.2 研究建議 76
參考文獻 78
附錄一 問卷 93
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