人力銀行服務品質之研究－Kano二維品質及IPA整合模式之應用

Using the Kano's Two-Dimensional Model and Importance-Performance Analysis to Evaluate Service Quality of the HR Service Agency

林淑萍(Shu-Ping Lin) ； 李暐珣(Wei-Syun Lee) ； 詹雅慧(Ya-Hui Chan)

《績效與策略研究》 4卷2期 (2007/09) Pp. 1-17

https://doi.org/10.6736/JPSR.200709_4(2).0001

摘要

隨著網路科技的蓬勃發展與求職環境之轉變，網路人力銀行之運用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。有鑑於此，本研究首先以e-SERVAQAL及e-recSERVAQAL量表為基礎，並於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，並透過Kano二維服務品質概念及IPA之整合模式針對52項評估項目進行資源重整分析。根據研究結果顯示，二維服務品質概念之導入有助於將原矩陣象限依其所屬因子類別進一步區分，以強化改善服務品質之優先程度，因此分析結果實可作為人力銀行業者改善服務品質之策略依據，且此整合模式亦可提供後續相關研究－參考指標。

關鍵字

人力銀行 ； 網路服務品質 ； 重要－表現程度分析IPA ； Kano品質模式

並列摘要

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.

並列關鍵字

HR service agency ； online service quality ； importance-performance analysis IPA ； Kano's model

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