評鑑指標對服務品質之影響-以私立就業服務機構為例

Effect Evaluation Index on Service Quality -Taking the Institute of Private Employment Services as an Example

邱淑玲(Shiu-Ling Chiu)

指導教授 ： 謝介仁

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2009年)

摘要

國內私立就業服務機構素質良莠不齊一直是造成外勞問題的關鍵因素之一，長期以來，私立就業服務機構與外籍勞工的引進與管理已經形成密不可分的關係，私立就業服務機構服務品質關係著外勞的管理，甚至外勞政策的成敗至?@。據此，該如何確保與提昇外勞仲介公司的服務品質，成為一重要的課題（成之約，2003）。 目前私立就業服務機構評鑑指標只有單年度的資料供查閱，所以本研究欲了解評鑑指標是否對服務品質有所影響。
本研究共發出問卷600份，本研究收回378份問卷，扣除144份填答不完整之問卷，有效問卷為234份，回收率39%，研究對象為私立就業服務機構的高階主管、私立就業服務機構的職員及評鑑人員。
本研究有4個主要研究假設，評鑑指標與服務品質正相關，創新策略與評鑑指標正相關，創新策略與服務品質正相關以及最後創新策略對評鑑指標與服務品質的調和作用。研究發現和結論將更進一步被討論。最後，本研究希望藉此研究之結果，歸納本研究結論並給予私立就業服務機構、學者及後續研究者提出相關的建議。

關鍵字

評鑑指標 ； 服務品質 ； 創新策略 ； 私立就業服務機構

並列摘要

Inconsistent quality of domestic private employment service agencies is always one of the critical causes of many foreign labor problems. For long, there has been a closely relationship between these agencies and introduction or management of foreign labor. Their service quality affects the management of foreign labor and even the success of foreign labor policies. Therefore, how to ensure and enhance the service quality of foreign labor employment service agencies has become an important issue (Cheng Chih-Yu, 2003). So far, only single-year data of the evaluation indices for private employment service agencies are available for lookup. This study thus attempts to investigate if evaluation indices have any effect on their service quality.
A total of 600 questionnaires were distributed, and 378 responses were returned. Excluding 144 incomplete responses, 234 valid responses were obtained, resulting in a valid response rate of 39%. The research subjects were mainly executives, staff, and evaluators of private employment service agencies.
The test result of the four research hypotheses showed (1) there is a positive relationship between evaluation indices and service quality; (2) there is a positive relationship between innovation strategies and evaluation indices; (3) there is a positive relationship between innovation strategies and service quality; and (4) innovation strategies moderate the relationship between evaluation indices and service quality. These research findings and conclusions were further discussed. Finally, based on the research results, conclusions were induced, and suggestions for private employment service agencies, scholars and future researchers of related issues were respectively proposed.

並列關鍵字

evaluation index ； service quality ； innovation strategy ； Institute of Private Employment

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