Research On Customer Satisfaction Of Human Resource Service Enterprises Under The Background Of "Internet+"

With the cross-boundary integration of Internet technology and human resource service,more and more human resource service enterprises apply Internet technology.At present,more and more enterprises choose specialized human resource services,and the market demand for human resource services continues to rise.However,the current human resource service market is still dominated by providing low-end services.All of these are not conducive to the healthy and sustainable development of human resource service enterprises.As a result,it is necessary to conduct in-depth research on human resource service enterprises,and explore the solutions which can improve service quality and customer satisfaction effectively.According to the service quality theory,customer satisfaction theory and quality function deployment theory,with the characteristics of human resource service enterprises under the "Internet +" background,an easy-to-operate human resource service enterprise customer satisfaction questionnaire was designed based on the SERVQUAL scale.Electronic questionnaires were issued by some social platforms like We Chat,and we collected 321 questionnaires finally.We used the collected data to make a descriptive statistical analysis by SPSS25.0,and we have a basic understanding of human resources service enterprise customers,such as the gender distribution,age distribution,education distribution,and so on.Besides,with the help of AMOS22.0,we established a structural equation model which can analyze the factors how to affect customer satisfaction.At the same time,the Quality House based on the Quality Function Deployment Method(QFD)expanded the overall customer satisfaction index.Through the two-stage calculation of the correlation matrix and index weights,we can easily calculate the score of customer satisfaction.Through the empirical analysis of customer satisfaction with human resources service enterprises,the following conclusions are obtained.At present,customers are basically satisfied with human resource service enterprises,but still certain customers are dissatisfied to the enterprises.Service quality affects corporate image and value perception significantly,which has a greater effect on value perception than corporate image.Besides,service quality not only directly affects customers satisfaction,but also indirectly affects customer satisfaction by corporate image and value perception.Moreover,corporate image can directly positively affect customer satisfaction,and corporate image's impact on customer satisfaction is greater than the direct impact of service quality on customer satisfaction.Furthermore,value perception can be significant affect customer satisfaction,the impact is slightly lower than the corporate image.In this regard,human resources service enterprises can improve customer satisfaction from the following five points.Firstly,enhancing corporate image and expanding corporate visibility;secondly,using information technology to improve service quality;thirdly,improving service connotation and service value;fourthly,providing a warm atmosphere and responding to customer needs positively;and lastly,strengthening employee training to improve quality capabilities.