ASSESSMENT OF THE QUALITY OF PUBLIC EMPLOYMENT SERVICES TO STUDENTS USING THE SERVICE QUALITY MODEL (SERVQUAL): SURVEY RESULTS FROM CHINA'S NANNING DEPARTMENT OF HUMAN RESOURCES

Main Article Content

HUI QIAN LI

Abstract

The objectives of this research article were to 1) study the level of perception and expectation of the public employment service for students.           2) study the quality of public employment services for students. It is a quantitative research. Methods of conducting research such as collecting data from a total of 464 students according to the formula proposed by Khazanle, R. when the 95% confidence was defined and the tolerance was 1 part 10 of the population standard deviation. The data collection tool was the SERVQUAL model questionnaire developed by Parasuraman, A. et al. That offers five dimensions to measure the quality level in the service. Five services dimensions include tangibility, reliability, responsiveness, reliability, assurance, and empathy. In each dimension, the quality is enhanced by the indication of the relevant literature revisions. The data were collected by using snowball sampling method. The data were analyzed by descriptive statistics. According to two purposes, the results of the research showed that 1) the students perceived and expected service in the whole at a high level. There are differences in expectations and perceptions of recruitment services received in all dimensions of the SERVQUAL model, namely tangibility, reliability, responsive, assurance, and empathy. 2) the service quality was at a moderate level at a significance level of 0.05 with the service expectation higher than perceived. And show that the organization responsible for the provision of public employment services, department of Human Resources, need to improve the quality even further.

Downloads

Download data is not yet available.

Article Details

How to Cite
LI ฮ. เ. ล. (2021). ASSESSMENT OF THE QUALITY OF PUBLIC EMPLOYMENT SERVICES TO STUDENTS USING THE SERVICE QUALITY MODEL (SERVQUAL): SURVEY RESULTS FROM CHINA’S NANNING DEPARTMENT OF HUMAN RESOURCES. Journal of MCU Nakhondhat, 8(6), 293–302. Retrieved from https://so03.tci-thaijo.org/index.php/JMND/article/view/252714
Section
Research Articles

References

Froy, F. et al. (2011). Building flexibility and accountability into local employment services: Synthesis of OECD studies in Belgium, Canada, Denmark and the Netherlands. Retrieved January 1, 2020, from https://read.oecd-ilibrary.org/industry-and-services/building-flexibility-and-accountability-into-local-employment-services-synthesis-of-oecd-studies-in-belgium-canada-denmark-and-the-netherlands_5kg3mkv3tr21-en#page1
Good, R. P. et al. (2010). Introducing a unified PCA algorithm for model size reduction. IEEE Transactions on Semiconductor Manufacturing, 23(2), 201-209.
Hage, J. (1989). The sociology of traditional economic problems: Product markets and labor markets. Work and Occupations, 16(4), 416-445.
Khazanle, R. (1996). Statistics in a World of Applications. (4th ed). New York, USA: Harper Collins College Publishers.
Mosley, H. (2005). Job-Centers for local employment promotion in Germany. Local Governance for Promoting Employment–Comparing the Performance of Japan and Seven Countries. Tokyo: JILPT.
Pan, D. & Zhou, K. (2014). What will Nanning look like in 2020–The development blueprint of Nanning in the context of the main function zone planning. Journal of Guangxi town development, 9(3), 64-69.
Parasuraman, A. et al. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parasuraman, A. et al. (2002). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 114-139.
Wu, Z. X. et al. (2019). Evaluation of the service quality of Guangzhou public employment service institutions for students. Journal of labor security world, 42(6), 52-53.
YANG, S. L. & GAO, X. D. (2012). Evaluation and Analysis of Resource Allocation of Shanghai Public Services. East China Economic Management, 26(3), 1-5.
Yao, Y. (2008). The evolution and recent development trend of the employment difficulties of Chinese college students. Journal of Demography, 1(5), 7-10.