Applying Importance-Performance Analysis to Evaluate Service Quality of Ejob

• Main Authors: Yi-Chin Hung, 洪怡青
• Other Authors: Chang-Hsien Hsu
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/06675138649070310180

碩士 === 亞洲大學 === 資訊工程學系碩士在職專班 === 99 === Recently, ejob, a human resource agency website established by the government, has continuously renewed the website content and improved the operation interface. Although it has begun to take shape, it is necessary to know more about the external competitions and customer needs and satisfaction so as to improve its strength. Website service quality is positively correlated to customer satisfaction and loyalty. Once the users show satisfaction to the website service, they tend to use it again. Therefore, this research aims to investigate the most satisfactory service items to job-seekers from the ejob website through IPA (Importance-Performance Analysis) model. Questionnaires were distributed through the employment promotion workshops which were held by public employment service stations so as to investigate how importantly job-seekers view these service items, and what service items need improvement. The results show a total of six items that need improvement. These items include the online inquiry service for company information, the browsing performance, the feedback information, the opportunities of getting accurate job matches, the opportunities of getting jobs quickly, and the opportunities of finding ideal jobs.