【摘要】：當(dāng)前經(jīng)濟全球化正在進入新的發(fā)展階段,全球經(jīng)濟結(jié)構(gòu)的調(diào)整和產(chǎn)業(yè)的重組使得全球產(chǎn)業(yè)從制造業(yè)向服務(wù)業(yè)轉(zhuǎn)移,服務(wù)業(yè)外包成為服務(wù)業(yè)全球化發(fā)展的重要趨勢。在我國的服務(wù)外包市場中,國內(nèi)企業(yè)更多地扮演著接包方的角色,它們由于沒有成熟的管理和實踐經(jīng)驗可以借鑒,通常缺乏一個標準化,規(guī)范化的運作流程,服務(wù)質(zhì)量就成為限制外包企業(yè)發(fā)展壯大的瓶頸�；诖�,本文從接包方的角度出發(fā),找出影響業(yè)務(wù)流程服務(wù)質(zhì)量的各種因素,并且理清各因素相互間的影響機理,從而不斷規(guī)范、完善業(yè)務(wù)流程,提高業(yè)務(wù)流程服務(wù)質(zhì)量。 論文主要做了以下幾個方面的工作：1.通過文獻研究,規(guī)范分析BPO服務(wù)質(zhì)量的涵義和特點,從理論層面提出了若干BPO服務(wù)質(zhì)量的影響因素,并將其分別細化為一系列測量指標,形成BPO服務(wù)質(zhì)量調(diào)查問卷；2.建立BPO服務(wù)質(zhì)量的影響因素模型并提出假設(shè)；3.發(fā)放調(diào)查問卷,收集整理數(shù)據(jù),并進行信度和效度檢驗,利用統(tǒng)計軟件SPSS和LISREL分析和驗證BPO服務(wù)質(zhì)量模型,得出結(jié)論；4.提出提高BPO服務(wù)質(zhì)量的幾點建議。 通過上述的研究工作,論文獲得的主要研究結(jié)論有：1.BPO服務(wù)質(zhì)量是受多個因素影響的,主要有質(zhì)量控制標準,作業(yè)過程控制,員工培訓(xùn)與管理,問題糾正與抱怨處理,基礎(chǔ)平臺設(shè)施建設(shè),這些因素對BPO服務(wù)質(zhì)量都起著直接或間接的影響,其中作業(yè)過程控制、員工培訓(xùn)管理、平臺設(shè)施建設(shè)與BPO服務(wù)質(zhì)量之間存在直接影響,而質(zhì)量控制標準和問題糾正與抱怨處理通過對作業(yè)過程的影響從而對BPO服務(wù)質(zhì)量起到間接影響作用。2.質(zhì)量標準控制對作業(yè)過程起決定作用,路徑系數(shù)為0.64,間接對BPO服務(wù)質(zhì)量產(chǎn)生影響,總的路徑系數(shù)達到了0.80；其次是問題糾正與抱怨處理,對BPO服務(wù)質(zhì)量的總體影響路徑系數(shù)是0.42；員工培訓(xùn)與管理水平直接決定了員工隊伍的總體素質(zhì),對BPO服務(wù)質(zhì)量產(chǎn)生直接影響,路徑系數(shù)是0.32；基礎(chǔ)平臺設(shè)施建設(shè)是BPO作業(yè)順利進行的保障,對BPO服務(wù)質(zhì)量產(chǎn)生直接影響,路徑系數(shù)是0.41。
[Abstract]:At present, economic globalization is entering a new stage of development. With the adjustment of global economic structure and the reorganization of industry, the global industry is transferred from manufacturing to service industry. Service outsourcing has become an important trend in the development of service industry globalization. In the service outsourcing market of our country, domestic enterprises play the role of contractor more, because they do not have mature management and practical experience to learn from, usually lack of a standardized, standardized operation process. Service quality has become a bottleneck restricting the development and growth of outsourcing enterprises. Based on this, this paper finds out the factors that affect the service quality of the business process from the point of view of the contractor, and clarifies the influencing mechanism among the factors, so as to standardize and perfect the business process and improve the service quality of the business process. The main work of this paper is as follows: 1. Through literature research, this paper analyzes the meaning and characteristics of BPO service quality, puts forward some influencing factors of BPO service quality from the theoretical level, and classifies it into a series of measurement indicators to form a BPO service quality questionnaire; 2. The influence factor model of BPO service quality is established and hypotheses are put forward. 3. The questionnaire was distributed, the data was collected and collated, the reliability and validity were tested, the BPO service quality model was analyzed and verified by SPSS and LISREL, and the conclusion was drawn. 4. Some suggestions for improving BPO service quality are put forward. Through the above research work, the main conclusions of this paper are as follows: 1.BPO service quality is affected by many factors, such as quality control standard, job process control, staff training and management, problem correction and complaint handling, etc. These factors have a direct or indirect effect on BPO service quality, including job process control, employee training management, platform facilities construction and BPO service quality. The quality control standards and problem correction and complaint handling indirectly affect the BPO service quality through the impact on the job process. 2. The quality standard control plays a decisive role in the operation process, the path coefficient is 0.64, which indirectly affects the BPO service quality, and the total path coefficient reaches 0.80. The second is problem correction and complaint handling. The overall influence path coefficient on BPO service quality is 0.42.The training and management level of the staff directly determines the overall quality of the staff, and has a direct impact on the BPO service quality, the path coefficient is 0.32. The construction of infrastructure is the guarantee of BPO operation, which has a direct impact on the quality of BPO service. The path coefficient is 0.41.
【學(xué)位授予單位】：天津師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F719;F224

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