Research On Influencing Mechanism And The Constituting Factors Of Business Process Outsourcing (BPO) Service Quality

At present, the economic globalization is entering a new development stage, the worldwide adjustment of economic structure and industrial restructuring result in the global industry shifting from manufacturing to service and service outsourcing has become the important trend of service globalization. In the service outsourcing market, the Chinese enterprises mostly undertake the role of contractor. As lack of mature management and practical experience, they usually have no standardized operational process, so service quality has become the bottleneck of business development and expansion. Based on the background, this paper, from the contractor perspective, found out the various factors influence services quality of business process and clarified a chain of causation between each other, so as to constantly standardize business process to improve the service quality.The research contains the main following aspects:Firstly, on the basis of literature research, analyze the concept and features of BPO, put forward several influencing factors of BPO service quality and extract a series of measurement indicators to form the questionnaire of BPO services quality. Secondly, construct model of the influencing factors and generate hypotheses. Thirdly, conduct questionnaire survey to collect data and test the reliability and validity, and then analyze BPO services quality model by using SPSS and LISREL, and sequentially derived conclusions. Finally, propose several suggestions to improve the BPO service quality.Based on the above research, the paper obtained the following conclusions:First of all, BPO services quality is influenced by more than one factor, including quality control standard, process control, personnel training and management, problem corrected&complain handling, platform facilities. All the factors play a direct or indirect impact on BPO services quality, of which process control, personnel training and management and platform facilities affect the BPO service quality directly while quality control standard and problem corrected&complaints handling play an indirect role on BPO service quality through the process control. In addition, quality control standards play a decisive role in process control, of which the path coefficient is0.64and impact on the BPO service quality indirectly, the total path coefficient is0.80. In the next place, problems corrected&complain handling impact on BPO service quality directly, the path coefficient is0.42. Staff training and management directly determines the overall quality of the workforce, and impact on BPO service quality directly, the path coefficient is0.32. The basic platform facilities is the protection of BPO jobs carried out smoothly, which has a direct impact on BPO service quality, the path coefficient is0.41.