博碩士論文 90427021 詳細資訊


姓名 吳伶麗(Doreen Wu)  查詢紙本館藏   畢業系所 人力資源管理研究所
論文名稱 人力資源部門服務品質量表之建立
(The development of human resource department service quality scale)
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摘要(中) 本研究目的在於發展一個具有良好區別能力、信度及效度的人力資源部門服務品質量表,進而透過此量表精準的瞭解及評估內部顧客對人力資源部門的服務品質之評價,且能夠更進一步地對人力資源部門之服務提出診斷與改善。另外一方面則藉由實證分析以瞭解人力資源部門服務品質,以及內部顧客對於人力資源部門評價兩者之關係。
本研究在建立量表之過程中,首先透過深度訪談之方式發展出人力資源部門服務品質的83個問項,繼而經由專家意見調查及重要性分析以刪除不適當之題目,並根據專家之建議作語句及字義的修正,於此階段共刪除24個題目﹔在量表預試階段的各項統計分析後,則刪除了21題,接著即進行正式施測。經由信度、鑑別度及效度分析以刪除不具信、效度之題目後,至此本研究量表於焉發展完成。發展完成之量表包括「勝任性」、「反應性」、「信用性」、「可靠性」及「瞭解顧客」等五個構面,26個問項。
摘要(英) The purpose of this study is to development a scale of human resource department.
By this scale we can understand and evaluate internal customers’ viewpoints about human resource department precisely. Then we can diagnose and improve the service of human resource department. Furthermore, we also try to find the relationship between the service of human resource department and the evaluation of internal customers toward human resource department.
關鍵字(中) ★ 人力資源部門服務品質量表
★ 內部顧客
★ 深度訪談
★ 專家意見調查
關鍵字(英) ★ The scale of human resource department
★ internal customer
論文目次 第一章 緒論.....................................1
第一節 研究動機................................1
第二節 研究目的................................3
第三節 操作型定義.............................4
第二章 文獻探討………………………………………….5
第一節 人力資源角色、管理實務及對組織績效的影響.5
第二節 內部行銷.................................9
第三節 服務品質...............................12
第四節 內部服務品質...........................24
第五節 人力資源服務品質相關研究...............27
第三章 研究方法…………………………………………30
第一節 研究流程...............................30
第二節 研究對象...............................35
第三節 資料分析方法...........................38
第四章 量表建立與信、效度檢驗………………………40
第一節 量表構面界定...........................41
第二節 深度訪談結果與衡量項目產生.............43
第三節 專家意見調查...........................45
第四節 量表題項重要性檢測.....................53
第五節 量表預試結果分析.......................57
第六節 正式量表建立...........................70
第七節 信度分析之調整.........................80
第八節 人力資源部門服務品質量表確立..........81
第五章 量表實證分析……………………………………85
第一節 量表構面相對重要性分析……………………85
第二節 各構面題項與人力資源部門整體評價之關係.88
第六章 結論與建議………………………………………93
第一節 研究結論………………………………………93
第二節 管理意涵………………………………………95
第三節 未來量表之應用………………………………97
第四節 研究限制………………………………………98
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指導教授 林文政(Wen-Jeng Lin) 審核日期 2003-7-18
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