論文名稱：企業招募服務滿意度與新進人員離職傾向之關聯性研究
電子產業是台灣最重要產業聚落，吸引最多優秀人才投入的職業場域。電子產業快速發展與知識密集特質，企業普遍偏好進用青年勞動人力投入工作。現今優秀人才人力市場競爭激烈，企業對於招募年輕世代工程師，在甄選過程中必須提供滿意服務，才能夠吸引目標人選進入企業服務。
本研究透過PZB理論架構，以問卷探討十九家電子公司招募部門在甄選過程中給予應徵者「期望價值」與新進員工成為正職員工過程後「知覺價值」的組成因素，並採用「品質機能展開」與「二維品質模式」做為衡量「招募服務滿意度」工具，探究招募服務要素如何影響新進人員對於企業形象的認同，進而採取不同的工作態度牽動工作績效表現，終究形成留任職位與否的認知決策。
企業瞭解招募過程服務品質與留任傾向的關聯性，可提昇企業招募競爭力、增進新進人員穩定性與降低招募作業成本，明顯增加企業經營效益。
根據上述的研究結果，本研究研究結果為：
(一)企業所提供的「招募設施與環境」、「招募活動與服務」、「應徵者或新進
人員與招募服務人員的互動關係」等三方面均待改善。
(二)招募服務人員具同理心，將應徵者視為顧客提供優良的招募服務方式，惟在
實體表現及入職訓練之服務上仍須加強。

The study of new employee's resign tendency analization how it is correlate to the enterprise recrument services satisfaction survey.
Electronic industry is the most important industry cluster in Taiwan, this industry attracts the most talented labor force to dedicate themselves to. Due to its rapid development and knowledge-intensive characteristic, enterprises prefer to hire youthful labor force. For its keen competition of talented labor force nowadays, enterprises need to provide a satisfactory recruiting service to recruit youthful engineers in order to attract targeted candidates to work in the enterprise.
This research is constructed on PZB Theories, analyzed by questionnaires given by recruiting department in nineteen electronic enterprises. By studying factors of interviewees’ ‘Expected value’ and their ‘Perceived value’ after being personnel, using ‘Quality Function Deployment (QFD)’and ‘Kano's Model’ as tools to measure ‘Satisfaction of Recruitment Process’, studying how recruiting elements affect new personnel’s recognition to enterprises’ image and their correspondent work attitude and work performance, in the end the decision of whether or not staying in the position.
Enterprises’ comprehension to relevancy between recruiting process’s quality and the tendency to stay can raise enterprises’ recruiting competency, increase stability of new personnel’s and decrease cost of recruiting process, in order to increase apparently cost-benefit of enterprises’ operation.
According to the research above, the results are:
1. Three aspects provided by enterprises, which are ‘recruiting facility and environment’, ‘recruiting activity and service’ and ‘interaction between interviewees or new personnel and recruiting personnel’ are waiting for being improved.
2. The way of having empathy toward interviewees and treat them as clients provides a good recruitment service. However, performance and pre-job training need to be improved.

論文審定書 i
摘要 ii
ABSTRACT iii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 研究範圍與限制 5
第二章 文獻探討 7
第一節 招募活動與管理 7
第二節 招募服務品質要素 15
第三節 招募活動的服務品質影響新進人員的留任意願 25
第四節 招募活動服務品質影響新進人員的工作績效表現 29
第五節 招募服務提昇企業經營效益 36
第六節 總結 38
第三章 研究設計 39
第一節 研究架構 39
第二節 研究設計 40
第三節 研究變項之操作性定義與衡量方法 48
第四章 資料分析 53
第一節 研究變數定義 55
第二節 重要度及滿意度分析 65
第三節 招募服務品質之母體變異數分析 77
第五章 結論與建議 121
第一節 研究結論 121
第二節 研究建議 124
參考文獻 126
附 錄 130
應徵者認知招募服務品質之研究問卷 (期初) 130
新進員工轉為正式員工之研究問卷 (期末) 139
招募人員提供招募服務品質之研究問卷 (期末) 150

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