The Research On The Customer Satisfaction Index Of The Human Resources Outsourcing Enterprises

Human resources outsourcing is a strategic means for business which prevailed in background of western companies implemented "return to the main industry, strengthen the core business" in the 1990's. As a new human resource management system, human resource outsourcing has developed greatly in European and America countries. But for China-based enterprises, human resource outsourcing is a new phenomenon. An enormous gap remains between the domestic companies and the foreign companies in the management level and operation principle. Unperfected management system and substandard outsourcing product cause poor quality of service and low customer satisfaction, finally restrict the development of outsourcing market. Therefore, in the premise of existing laws and regulations, formulating and improving service quality standard of this industry becomes an important way to improve competitiveness of Human Resources Outsourcing enterprises.On the basis of customer satisfaction research from home and abroad, this paper makes a deep study on human resources outsourcing customer satisfaction management combining with the domestic human resources outsourcing market situation.First of all, this paper makes a detailed analysis on current situation and existing problems of domestic human resources outsourcing. It finds that the main constraint factors are imperfect management system and nonstandard service products which resulting in poor customer satisfaction.Secondly, this paper summarizes the research results of human resources outsourcing and customer satisfaction, including several common customer satisfaction models, particularly, the American Customer Satisfaction Index model (ACSI). It provides a theoretical basis for the following customer satisfaction evaluation.Thirdly, combining the customer satisfaction theory with basic natures of human resources outsourcing, the paper tries to build a customer satisfaction evaluation model and index system. Then, it builds a quantitative analysis method of customer satisfaction evaluation——Gap Analysis.Finally, according to the customer satisfaction evaluation index system, this paper designs the questionnaire. Through surveying the well-known A human resource outsourcing company in Tianjin, It calculates customer satisfaction of A human resource outsourcing company through Gap Analysis, and finally proposes the relevant measures and recommendations improving customer satisfaction of domestic human resource outsourcing company.