The Effects of Service Quality of Dispatch Companies on Satisfaction and Performance of User Companies

파견사업체의 서비스 품질이 사용사업체의 사용만족 및 업무성과에 미치는 영향

  • Received : 2010.10.21
  • Accepted : 2010.12.17
  • Published : 2010.12.31


This study examined the effects of perceived service quality of dispatch companies on satisfaction and performance of user companies. The empirical investigation was conducted in human service sector. Service quality was classified into five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected from 80 employees of user companies. Results indicated that responsiveness and assurance were positively related to satisfaction of user companies. Results also indicated that tangibles, reliability, responsiveness, and empathy were positively related to performance of user companies. This study had differential value that it applied the concept of SERVPERF into the labor market, and analyzed its effects on customers' satisfaction and performance. The results also have consequences for managers responsible of outsourced workers.


Service Quality;Satisfaction;Performance;SERVPERF


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