Outsourcing refers enterprises to take advantage of external resources for their own professional services, so as to achieve lower costs, improve efficiency and give core competencies to enhance their own ability as well as a management model.
The term of service outsourcing is the production and management services of owners, who utilize commercial activities to the owners of the service providers. Within the low-profit time, enterprises pursue growth to some scale and, due to the restriction of the market can not break through, the use of outsourcing is able to save costs and enhance operating efficiency immediately. Service outsourcing is the most fashionable in today's global services sector, and the service outsourcing industry will become the new essential trend of economic growth. This study surveyed by the outsourcing theory of McHugh et al. (1995) conducts research on small passenger car rental industry; on the analysis of elements of cost, service, responsibility with competitiveness, the theater theory of Goffman (1959) delves into the relationship between performance of employees, customer performance and service entities and the impact of the relationship for satisfaction degree. At the same time reviewing the quality relationship literature and the adoption of Crosby et al. (1990), it researches the two dimensions of trust and satisfied to see the quality relationship to explore the public and private institutions, enterprise organization units within the public service reform with a small bus to outsourcing. As a result, through contact with the service quality experience, it will explore the effectiveness of service outsourcing.
For this study, it sent out 350 questionnaires including 307 valid questionnaires using data analysis and simple regression analysis on the false description of the research to verify the results of discovery;
Services outsourcing and relationship quality have some significant positive relationship; The contact experience and the quality relationship have a positive correlation. From the factor analysis of "cost", "professional", "quality", and "efficiency" in service outsourcing, and followed by Goffman (1959) theory of theater management to analysis of the "performance drivers", "customer performance", "vehicle equipment", and "field service". Furthermore, on the basis of the quality relationship, it researches the factors for the "trust" or "satisfied" and the finding result are as follows;
Both of contact experience and service quality relationship have some significant positive impact, and the result implies that the public and private business organizations can go along with outsourcing and services providers ¡V such as minibus and driver leasing industry, and then the better relationship will enhance the effectiveness of service outsourcing, and achieve cost savings.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0720109-104927 |
| Date | 20 July 2009 |
| Creators | Wu, Szu-Wei |
| Contributors | Ji-Hwa Wu, Fu-Yung Kuan, Bo-Wen Jeng |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720109-104927 |
| Rights | campus_withheld, Copyright information available at source archive |
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