Achieving service quality through human capital-the evidence from the bookkeeper firm in Taiwan

• Main Authors: Ying Lun Chien, 簡嫈倫
• Other Authors: Shih-Chia Chang Ph.D.
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/ty3aej

碩士 === 國立臺北商業大學 === 商學研究所 === 103 === It is imperative to explore the human capital to service quality effect. There are three dimensions of the human capital including the intellectual capital, social capital,and structural capital. There are four dimensions of the service quality including professional, reliability, responsiveness,and empathy. The causal relationship model is structured by the effect of human capital on service quality. This study based on the data from the Taiwanese bookkeeper firm and apply the factor analysis and multi-regression to verify the effect of the human capital on service. This study provide the directions to bookkeeper to strengthen the human capital to promote the specific service quality.