關係品質在服務外包對組織績效的影響效果之研究－以交通部暨所屬機關為例

The Effectiveness of Relationship Quality on Service Outsourcing and Organizational Performance-A Study of Ministry of Transportation and Communications with Affiliated Authorities

林隆儀(Long-Yi Lin) ； 李水河(Shui-Ho Lee)

《台灣管理學刊》 5卷1期 (2005/02) Pp. 75-99

https://doi.org/10.6295/TAMJ.2005.0501.03

摘要

近年來，外包機制已成為一股新興的管理風潮，我國政府為提升組織績效亦師法企業界的作法，將公務部門中之非核心項目改以外包的方式，交由專業廠商代為執行，期能降低成本與提升服務品質。本研究係以交通部暨其所屬機關之總務與資訊主管為調查對象，探討公務部門將機關內之非核心作業改以外包方式辦理後，對組織績效之影響。本研究採用郵寄問卷調查法，共寄出196 份問卷，回收有效問卷161份，所蒐集的資料採用相關分析與簡單迴歸分析對各研究假說加以驗證結果發現：(1)服務外包與降低成本之間呈顯著的正向影響關係，但服務外包與服務品質之間卻呈現微弱的負相關。(2)關係品質對降低成本與服務品質之間均呈顯著的正向影響關係，此一實證結果說明了公務部門如能與外包商維持良好的關係，將有助於改善服務品質與降低成本。

關鍵字

外包 ； 降低成本 ； 服務品質 ； 關係品質

並列摘要

In recent years, our government tries to use the outsourcing mechanism as private business to outsource its non-core activities to professional firms in order to reduce cost and improve service quality, since outsourcing has been becoming a new trend of modern management. The purpose of this study is to explore the influence of public sectors' outsourcing its non-core activities to professional firms to achieve the goals of reducing cost and improving service quality. The targets of this study are directors of general affairs and information management of Ministry of Transportation and Communications with affiliated authorities. A postal survey is undertaken in this study, 196 questionnaires were mailed, and 161 effective questionnaires were received. Correlation analysis and simple regression analysis were adopted to examine all hypotheses in this study. The results of this study indicate that (1) there is positive relationship between service outsourcing and reducing cost. But, there is weakly negative relationship between service outsourcing and service quality. (2) the relationship quality is positively related to reducing cost and improving service quality. This result explored that if public sectors maintain a nice relationship with the outsourcing contractors, then both goals of reducing cost and improving service quality will be achieved.

並列關鍵字

Outsourcing ； Reducing cost ； Service quality ； Relationship quality

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