台灣企業的勞動人力選項自從運用人力派遣服務以來,派遣勞動人口數逐年增加甚至需要政府部門限制企業人力派遣數以避免對正職勞工的衝擊與影響。而運用派遣勞動力的企業在未來更會因為經濟競爭成本考量及政府勞動力保護提升而更加依賴,因此,人力派遣業提升服務品質對未來整體的勞動素質將有正面的效果。 本研究運用學者 Parsuraman 、 Zeithaml & Berry所提之服務品質觀念,以SERVQUAL五項服務品質構面設計出人力派遣業之服務品質問卷,並針對不同行業屬性之要派企業進行期望重視度及感受滿意度的知覺服務品質落差分析及運用I-S Model結合服務品質改善係數找出服務品質缺口。 據研究結果顯示,要派企業對於派遣公司服務品質之期望與感受上都存在著明顯的落差,也表示派遣公司之服務品質有很大的改進空間。而在服務品質改善係數中要派企業認為派遣公司應積極改進「可用派遣人員之最新資訊」、「派遣公司及派遣人員之可靠度」、「準時地提供或遞補缺額人員」、「行政人員對問題的處理能力」及「提供安全及符合法令規定的派遣員工」之關鍵服務品質。
When dispatching employment become to Taiwanese enterprises choosing of work manpower sourcing ; this kind of population has growth very fast,even need government department to restrain enterprise's to reduce dispatching employment population percentage to avoid impact and influence of the core workers;however when enterprises to face economy impacted & government's advancement the laborer protect law & regulation; they still will more rely on non-core employees to reduce cost & flexibility workforce demands. therefore , the dispatching agencies to improves service quality should be increase more qualify human resources. In this study of service quality is measured by the SERVQUAL scale from Parasuraman, Zeithaml and Berry, and add the dimension according to the characteristic of dispatched employment agencies. The use「descriptive statistics」、「 The Analysis of Variance」to measure the difference business industry of perceived service quality then use 「Importance-Satisfaction Model 」& 「Improvement index 」to find out the dispatched agencies key service gaps. The result show there is significant difference existed between dispatched agencies of service expectation and feeling of quality;that mean the dispatched agencies have more quality service need to improve. The major critical improve service quality point include 「update information for dispatched employee’s on internet」、「dispatching employment agencies & employees of reliability」、「provide available employees on schedule」、「solve problem capability for administrative personnel」、「provide safety & conform by regulation of dispatching employees」。