人力派遣服務品質對要派公司滿意度 與再派遣意願之影響

The Effect of Temporary Worker Service Quality on the Satisfaction and Reuse Intention of Client Company

汪沛鑑(Pei-Jang Wang)

指導教授 ： 葉焜煌

大同大學/經營設計學院/事業經營學系所/碩士(2007年)

摘要

近數年來，台灣企業為控制人事成本，將僱傭責任轉交給有合約關係的派遣公司。加上民國八十八年十月行政院勞委會正式核准「人力派遣業」為營業項目，有學者建議政府進一步制定專法，使派遣勞動正式成為人力資源彈性任用管理的方式之一，對於國內派遣勞動亦有推波助瀾作用。
本文旨在探討派遣勞動的服務品質對滿意度與再任用派遣意願之影響。基於本文的研究動機與研究目的，本研究透過文獻探討人力派遣服務品質對要派公司滿意度與再派意願之影響，進而實證此三變數的關係。本研究對象為在台灣製造業與服務業使用派遣勞力之公司，透過便利抽樣的方式選取研究樣本。資料收集方式採取問卷調查法，實證資料利用回歸分析進行假設檢定。
本研究結果顯示，派遣服務品質與滿意度之間具有顯著正向的影響；滿意度與再使用派遣意願亦具有顯著正向的影響。最後依據研究成果，對人力派遣公司提出改善的建議包括：做好品質管理、用非金錢之手段激勵被派遣人員、提供更具有吸引力和競爭力的價格。

關鍵字

派遣公司、服務品質、滿意度、再派遣意願

並列摘要

Recently in Taiwan, traditional manufacturing firms delegate the responsibility to Temporary Service Agency (TSA) in order to control costs. In addition, temporary worker was allowed operating by Council of Labor Affairs Executive Yuan in October 1999. Moreover, some scholars suggested that the government make laws about temporary worker. Those make temporary worker become one formal source of firms’ human resource, and help temporary worker to go advanced in Taiwan.
The purpose of this study is to explore the effect of temporary worker service quality on the satisfaction and reuse intension of client company. Base on the research motives and research purpose, this study will examine the effect of service quality on the satisfaction and reuse intention of client company by literature review. Then empirical test the relationships among them.
The research subjects of this study come from manufacturing and service industry that use temporary workers in Taiwan. Empirical data were analyzed by using Regression Analysis Method to test hypothesis. According to results, quality on satisfaction not only has a significant but positive impact of service, but also has a significant and positive impact of satisfaction on reuse intention. Finally, this study proposes suggestions to Temporary Service Agency (TSA) based on the research results.

並列關鍵字

Client company ； Service Quality ； Satisfaction ； Reuse Intention.

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