| Summary: | 碩士 === 國立彰化師範大學 === 會計學系企業高階管理 === 99 === The service quality of imported laborers agencies is important to employers. The study is to understand the factors of service quality that manufacturing employers valued and Gap 5 of imported laborers agencies’ service. The study will provide useful suggestions for imported laborers agencies to know how to enhance their service qualities and competitions.
Proceeding concrete evidence researches use the questionnaires’ investigation method. The investigation object is A company’s customers in the manufacturing sector; the study tool is based on SERVQUAL service quality model. The service quality measurement of imported laborers agencies is made through references and interviewing professionals’ opinions.
The total amounts of questionnaires are 170 copies, the effective questionnaires are 98 copies, and the effective response rate is 58%. Proceeding data analysis based on Factor Analysis and ONE-WAY ANOVA, and the results are as follows:
1.There are 7 factors of the imported laborers agency’s service quality including: communication assurance, culture assurance, reliability, responsiveness, service assurance, professional assurance and empathy.
2.The maximum factors of service quality gaps are reliability, communication assurance and service assurance; the minimum gap is culture assurance.
3.Except for the sex variety in some factor’s service quality gaps has obvious differences; other background varieties do not have obvious differences toward service quality. Service quality has pretty high continuity.
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