研究生: |
陳舲溪 |
---|---|
論文名稱: |
企業內部教育訓練服務品質之研究 |
指導教授: |
黃能堂
Huang, Neng-Tang |
學位類別: |
碩士 Master |
系所名稱: |
科技應用與人力資源發展學系 Department of Technology Application and Human Resource Development |
論文出版年: | 2008 |
畢業學年度: | 96 |
語文別: | 中文 |
論文頁數: | 98 |
中文關鍵詞: | 服務品質 、內部服務品質 、教育訓練 、人力資源管理 |
論文種類: | 學術論文 |
相關次數: | 點閱:209 下載:0 |
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本研究旨在了解公司教育訓練內部服務品質之現況,並探討不同背景變項的員工,對教育訓練內部服務品質感知上是否有差異,以及受訓員工實際感知之教育訓練服務品質與人力資源人員對教育訓練服務品質之感知是否有差距;透過個案研究方式,對M公司實施問卷調查,共發320份問卷,有效問卷回收率為94%。經資料整理與統計分析後(t檢定、單因子變異數分析),本研究所獲得結論如下:
一、服務年資不同之員工,對教育訓練服務品質之認知在可靠性以及保證性上有顯著差異;在可靠性上,一年至三年以上的服務年資高於一年以內服務年資,一年至三年以上的服務年資高於五年至十年以上;在保證性上,一年至三年以上的服務年資高於三年至五年以上。
二、最後受訓日期不同之員工,對教育訓練服務品質之認知在反應力上有顯著差異。
三、職務類別不同之員工,對教育訓練服務品質之認知在同理心上有顯著差異;在同理心上,研發人員高於推銷人員。
四、個案公司中人力資源人員對教育訓練課程服務品質之認知與受訓員工實際感受之教育訓練服務品質,在有形性、可靠性,反應力以及保證性上皆有顯著差異。
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