Employment Service Customer Satisfaction Index (CESSI) Model And Its Application

Full employment is the basis of the people's livelihood.Employment services is related to the entire country's economic operation.It is essential that measure the perspective of the public. Therefore it is practical and theoretical that intruduct the theory of customer satisfaction to evaluate the employment service system.In this paper, on the basis of the study on customer satisfaction survey form home and abroad, I analysis the prospects factors of customer satisfaction and the latter result, five large-scale employment services in Shenyang as an example. Then combined the data of the job seekers-satisfaction research on Shao-Hongyu of 2006, I construct two models. One of the models is basic model-China Employment Service Customer Satisfaction Index (CESSI) and the orther is China Employment Service Employers Satisfaction Index (CES-ESI) model. Not only embodies the common factors of employment services, but also they can meet different needs of individual customers. I analysis the data using SPSS, LISREL software and the test results indicate that the actual survey data meet the theoretical model needs.These two models are causal models, including nine structural variables.They are five predisposing factors of customer satisfaction, including unfair perception, perceptual quality, customer expectations, body image and perceived value and three the latter results of customer satisfaction, including customer confidence, customer commitments and customer loyalty. The difference of two models lies in the quality of microeconomic factors. It is due to the different customers. The paper find many issues on the services quality and other aspects of the employment service agencises.And the paper put forword improvement measures from the micro area and policy recommendations from the macro area.