Service Quality Measurement Research Of Shenyang District Human Resource Market Based On The SERVQUAL

Employment is the basis of the people's livelihood. Public employment service plays an important role in promoting job seekers' employment.Therefore, the purpose of study is to improve the service quality of public employment, so as to improve the job seeker's satisfaction, and better solve the problem of the people's livelihood. Based on SERVQUAL theory and literatures that are related with service quality research, especially literature about service quality of employment, and combined with Shenyang district human resource market's charater, the service quality is defined as gap between perceived service and expected service of customers(job seekers)and the research framework of paper is builded. The research framework concludes job seekers' expectations and perception, service quality and satisfaction and individual factors.Some hypotheses are proposed. On this basis, preliminary this questionnaire is designed and interview is done. Then according to the Shenyang district human resource market's specific situation, a formal questionnaire survey is formed. The analysis to service quality like this market is done by using SPSS. Based on the survey data's analysis and inspection, the conclusions are as follows:the number of dimension of SERVQUAL theory is no fixed. Therefore, the validity analysis is necessary in each study. Service quality of Shenyang district human resource market is not high, especially information. Service quality is also influenced by some personal factors. The service quality is an important factor to improve satisfaction, but the direct performance measurement is better. Therefore, studying satisfaction may using direct performance measurement.