论文总字数：32187字

摘 要

随着近几年网络技术的蓬勃发展，我国招聘行业实现了质的飞越，招聘网站凭借其信息资源量大且随时随地能够搜索职位信息等优势，已经成为求职者在求职过程中不可或缺的招聘平台。随着我国招聘网站的数量在逐年增多，招聘网站间的竞争也越来越激烈。为了能一直在同类型网站中具有竞争力，招聘网站必须提供更好的服务质量。本文将对影响招聘网站服务质量的关键因素进行系统评价与分析。

首先，本文通过对国内外相关研究成果的研究，构建了符合国内招聘网站特点的质量概念模型；其次，针对招聘网站的服务质量，以线上求职者为调研对象，设计调查问卷；通过SPSS22.0对问卷结果进行信度分析和效度分析,对调查结果进行了描述性分析，统计结果显示：求职者对招聘网站提供的信息内容广泛性，真实性，更新频率等方面都持有认同的态度，对于网站服务来说，及时解答客户疑虑，满足客户需求比较重要；随后，对招聘网站服务质量因素之间的关系进行了相关性分析。在相关分析的基础上，对招聘网站服务质量影响因素与服务质量之间的关系进行了回归性分析。相关分析和回归分析结果表明：网站提供的信息内容全面、网页设计和服务个性化、浏览网站轻松好用这三个因素与服务质量强相关，网站页面易导航和个人信息有安全保障这两个因素与服务质量中等强度相关，而网站的及时响应与服务质量弱相关。最后，本文从企业应该在信息内容，提供个性化服务，网站易用性，页面易导航性等方面提出了改进网站服务质量的建议。

关键词: 服务质量；招聘类网站；服务质量；评价

Evaluation and Analysis of Service Quality of Recruitment Websites

ABSTRACT

With the rapid development of network technology in recent years, the recruitment industry in China has achieved a qualitative leap. With the advantages of large amount of information resources and the ability to search position information anytime and anywhere, the recruitment website has become an indispensable recruitment platform for job seekers in the process of job hunting. With the increasing number of recruitment websites in China, the competition among them is becoming more and more fierce. In order to be competitive in the same type of websites, recruitment websites must provide better service quality.

The purpose of this paper is to find out the key factors that affect the service quality of recruitment websites. First of all, through the research of related research results at home and abroad, this paper constructs a quality concept model that conforms to the characteristics of domestic recruitment websites; secondly, according to the service quality of recruitment websites, online job seekers are taken as the research object, and a questionnaire is designed; through spss22.0, reliability analysis, validity analysis, correlation analysis and regression analysis are conducted on the results of the questionnaire. According to the statistical results, job seekers hold the same attitude towards the universality, authenticity and update frequency of the information provided by the recruitment website. For the website service, it is important to answer the customer's doubts in time and meet the customer's needs. Through the data analysis, we find that: the information provided by the website is comprehensive, the website design and service are personalized, and the website browsing is light. These three factors are closely related to the quality of service; the two factors are related to the moderate intensity of service quality: easy navigation of website pages and security of personal information. The timely response of the website is weakly related to the quality of service. Therefore, the enterprise should improve the service quality of the website in the aspects of information content, personalized service, website usability and page navigation.

Key Words: Service quality; Recruitment platform;

Service quality; Evaluation

目录

摘要 I

ABSTRACT II

第一章 绪论 1

1.1研究背景 1

1.2 研究意义 2

1.3研究内容与方法 2

第二章 文献综述 4

2.1对招聘类网站营销策略的研究 4

2.2 对招聘类网站用户体验满意度的研究 4

2.3 对招聘类网站服务质量的研究 6

第三章 招聘类网站服务质量评价模型 7

3.1网站服务质量评价的测量维度 7

3.2研究假设 8

3.2.1信息内容 9

3.2.2易导航性 9

3.2.3响应性 10

3.2.4个性化 10

3.2.5安全性 11

3.2.6有用性 11

3.3网站服务质量评价模型的构建 12

第四章 招聘网站服务质量的调查与分析 13

4.1招聘网站服务质量的调查问卷设计与回收 13

4.2信度与效度分析 13

4.2.1信度分析 13

4.2.2效度分析 14

第五章 招聘网站服务质量的评价与分析 16

5.1 招聘网站服务质量的描述性分析 16

5.2相关性分析 26

5.3回归分析 27

5.3.1 对服务质量满意度的回归模型 27

5.3.2 不同网站用户满意度对服务质量影响因素的回归分析 30

第六章 研究结论与展望 32

6.1研究结论 32

6.2提升招聘网站服务质量的相关建议 34

6.3研究局限性 35

参考文献 36

附录 38

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