台灣人力派遣企業關鍵成功因素與顧客滿意度之研究

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题名:	台灣人力派遣企業關鍵成功因素與顧客滿意度之研究
其它题名:	A Study on Key Success Factors and Customer Satisfaction of Human Resource Dispatch Companies in Taiwan
作者:	曾惠津 TSENG, HUI-CHIN
贡献者:	卓大順 CHO, TA-SHUN 經營管理學系碩士在職專班
关键词:	人力派遣企業;關鍵成功因素;顧客滿意度;個案研究 Human Resource Dispatch Companies;Key Success Factors;Customer Satisfaction;Case Study
日期:	2023
上传时间:	2023-11-22 02:08:13 (UTC+0)
摘要:	本研究旨在深入探討台灣人力派遣企業端的關鍵成功因素及顧客端的滿意度，並透過個案研究瞭解其實際運作情況。我們運用了人力派遣、關鍵成功因素、顧客滿意度等關鍵詞，對相關文獻進行深入探索和分析。首先，我們回顧了人力派遣業相關文獻，深入瞭解人力派遣企業的特點、優勢和挑戰。接著，我們研究了影響人力派遣企業成功關鍵因素的四個構面，包括人力資源管理、服務品質與流程管理、品牌形象與行銷、技術與資訊管理等方面。為了瞭解顧客對於人力派遣企業的滿意度，本研究聚焦於顧客滿意度的四個構面，尤其強調服務品質、溝通協調、成本效益和資訊管理等因素。通過個案研究方法，我們收集了多個台灣人力派遣企業的資料，並進行了深入的分析和討論。研究結果顯示，人力派遣企業在有效運用人力資源管理方面，對提高服務品質和顧客滿意度具有重要影響。同時，溝通協調能力和成本效益的掌握也是影響顧客滿意度的主要因素。此外，技術與資訊管理的優化對於提升顧客滿意度也具有重要作用。最後，本研究透過深入個案研究分析，為人力派遣企業在提升服務品質、提高顧客滿意度和獲取競爭優勢方面提供了實踐價值。 The purpose of this study is to investigate the key success factors of Taiwanese human resource dispatch companies and customer satisfaction on the client side, and to gain an in-depth understanding of their actual operational conditions through a case study. We utilized keywords such as human resource dispatch, key success factors, and customer satisfaction to conduct a comprehensive exploration and analysis of relevant literature. First, we reviewed literature related to the human resource dispatch industry to gain a deeper understanding of the characteristics, advantages, and challenges faced by human resource dispatch companies. Subsequently, we studied four key factors that influence the success of human resource dispatch companies, including human resource management, service quality and process management, brand image and marketing, and technology and information management. To understand customer satisfaction with human resource dispatch companies, this study focuses on four dimensions of customer satisfaction, with particular emphasis on service quality, communication and coordination, cost-effectiveness, and information management. Through the case study method, we collected data from multiple Taiwanese human resource dispatch companies and conducted in-depth analysis and discussions. The research findings indicate that the effective utilization of human resource management has a significant impact on improving service quality and customer satisfaction in human resource dispatch companies. Additionally, the ability to communicate and coordinate effectively, as well as the mastery of cost-effectiveness, are also key factors influencing customer satisfaction. Furthermore, the optimization of technology and information management plays an important role in enhancing customer satisfaction. Finally, this study provides practical value for human resource dispatch companies in improving service quality, enhancing customer satisfaction, and gaining competitive advantages through in-depth case study analysis.
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