探討人力仲介公司的服務品質、知覺公平、顧客滿意度與再購意願之關聯性

本研究在於探討人力仲介公司的服務品質、知覺公平、顧客滿意與再購意願之影響性，以瞭解顧客對人力仲介公司的服務品質、知覺公平的整體感受情況、滿意度及其影響日後的再購意願。本研究目的在探討顧客對人力仲介公司的服務品質、知覺公平、顧客滿意與再購意願的期望以及力仲介公司的服務品質、知覺公平、顧客滿意與再購意願之影響性。本研究是以問卷為研究工具，以台中地區的人力仲介公司顧客為研究對象，發出問卷共計250份，回收230份，回收率為92%；經過整理後實，去除無效問卷，際有效問卷有205份，有效回收率約82%。所使用之統計軟體為spss12.0，所使用的分析方法有信度分析、效度分析、敘述統計、皮爾遜相關分析方法、獨立樣本t檢定、單因子變異數分析、複迴歸分析等。本研究實證之結果有以下幾點：第一，服務品質對知覺公平有正向影響；第二，服務品質對於顧客滿意度有正向的影響；第三，服務品質對再購意願存在顯著之正相關；第四，知覺公平與顧客滿意度存在顯著的正相關；第五，顧客滿意度與再購意願存在顯著之正相關。

關鍵字

人力仲介公司；服務品質；知覺公平；顧客滿意度；再購意願

並列摘要

This research is to analyze, with a view to attracting more customers, how the quality service of human resources agency, perceived fairness and customer satisfaction influence clients in purchasing habits. With the questionnaires over human resources agency clients in Taichung area, the return rate is 94% from 250 issued surveys and reclaimed 230 copies, in which qualified ones were 205, 82%. By statistics software Spss 12.0, Reliability analysis, validity analysis, descriptive statistics, Pearson correlation analysis, independent sample t-test, one-way ANOVA, multiple regression analysis, it is believed that outcomes are valid. Here are the results 1. The service quality along with perceived fairness has positive effects. 2. Service quality as well as customer satisfaction does, too. 3. service quality renewal willingness are also relatively positive. 4. fairness and customer satisfaction are related clearly. 5. Customer satisfaction and renewal willingness are in a positive relation.