全國就業e網服務品質研究─IPA模式之應用

Applying Importance-Performance Analysis to Evaluate Service Quality of Ejob

洪怡青(Yi-Chin Hung)

指導教授 ： 許昌賢 ； 施能義

亞洲大學/資訊學院/資訊工程學系碩士在職專班/碩士(2011年)

摘要

近年來由政府所設立之人力網站－全國就業e網，不斷在網站內容設計及操作介面上推陳出新，雖已略具規模，但仍必須正視外部性的競爭與優勢，與內部顧客之需求及滿意度。網路服務品質與顧客滿意度及忠誠度之間具有正向關係，一旦使用者對該網站所提供之服務表示滿意後，傾向會有再次使用之意願。鑑於此，本研究透過問卷調查方式，於中彰投6大公立就業服務站所舉辦的6場就業促進研習課程時發放問卷，針對公部門所建置之全國就業e網，探討求職者對於全國就業e網所提供之諸多服務項目中，重要、滿意程度及需改善之服務項目為何。經由重要－表現程度分析模式(Importance-Performance Analysis, IPA)結果顯示，共有六項指標列為優先改善之項目，分別為「提供線上查詢廠商資訊」、「瀏覽網頁的速度是快速且穩定的」、「使用者遇到問題時，能提供正確資訊回應」、「可以準確媒合工作機會」、「可以快速找到工作」及「可以找到理想的工作」。

關鍵字

人力網站 ； 全國就業e網 ； 服務品質 ； 重要－表現程度分析模式

並列摘要

Recently, ejob, a human resource agency website established by the government, has continuously renewed the website content and improved the operation interface. Although it has begun to take shape, it is necessary to know more about the external competitions and customer needs and satisfaction so as to improve its strength. Website service quality is positively correlated to customer satisfaction and loyalty. Once the users show satisfaction to the website service, they tend to use it again. Therefore, this research aims to investigate the most satisfactory service items to job-seekers from the ejob website through IPA (Importance-Performance Analysis) model. Questionnaires were distributed through the employment promotion workshops which were held by public employment service stations so as to investigate how importantly job-seekers view these service items, and what service items need improvement. The results show a total of six items that need improvement. These items include the online inquiry service for company information, the browsing performance, the feedback information, the opportunities of getting accurate job matches, the opportunities of getting jobs quickly, and the opportunities of finding ideal jobs.

並列關鍵字

Human Resource Agency Website ； Ejob ； Service Quality ； IPA Model

參考文獻

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