本研究目的在於發展一個具有良好區別能力、信度及效度的人力資源部門服務品質量表，進而透過此量表精準的瞭解及評估內部顧客對人力資源部門的服務品質之評價，且能夠更進一步地對人力資源部門之服務提出診斷與改善。另外一方面則藉由實證分析以瞭解人力資源部門服務品質，以及內部顧客對於人力資源部門評價兩者之關係。
本研究在建立量表之過程中，首先透過深度訪談之方式發展出人力資源部門服務品質的83個問項，繼而經由專家意見調查及重要性分析以刪除不適當之題目，並根據專家之建議作語句及字義的修正，於此階段共刪除24個題目﹔在量表預試階段的各項統計分析後，則刪除了21題，接著即進行正式施測。經由信度、鑑別度及效度分析以刪除不具信、效度之題目後，至此本研究量表於焉發展完成。發展完成之量表包括「勝任性」、「反應性」、「信用性」、「可靠性」及「瞭解顧客」等五個構面，26個問項。

The purpose of this study is to development a scale of human resource department.
By this scale we can understand and evaluate internal customers’ viewpoints about human resource department precisely. Then we can diagnose and improve the service of human resource department. Furthermore, we also try to find the relationship between the service of human resource department and the evaluation of internal customers toward human resource department.

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