采购BPO服务质量对长期关系导向的影响研究

Research on Impact of Purchasing BPO Service Quality on Long-Term Relationship Orientation

通过对采购BPO市场委托者观点的调查,探究了服务质量、信任和依赖对长期关系导向的相互关系,根据采购BPO企业服务质量的实际收效构建了研究模型。并运用采购BPO市场委托者的251份调查问卷对研究模型进行了验证。结果显示:委托者的信任和依赖对长期关系导向具有显著的影响;服务质量中的经济质量、过程质量、互动质量对信任具有显著影响,并且经济质量、过程质量对依赖也具有显著影响;此外,经济质量对长期关系导向具有显著影响。

Based on an investigation of the viewpoints of the customers of the purchasing BPO market, this paper explored the relationship service quality, trust and dependence have with long-term relationship orientation, and built the research model on the actual efficacy of the service quality of the purchasing BPO enterprises. Next, through a questionnaire survey on purchasing BPO market customers, it validated the research model, the result of which showed that consignor trust and dependence had significant impact on their long- term relationship orientation;economic quality, process quality and interactive quality under service quality had significant impact on trust, while economic quality and process quality also had significant impact on dependence;and in addition, economic quality had significant impact on long-term relationship orientation.