從首長電子信箱個案分析之觀點探討政府服務品質的內涵與演變

Case Studies of the Contents and the Changes of Public Service Quality from the Aspects of E-complaint System

10.6978/YKSYK.200708.0013

陳啓光(Chi-Kuang Chen)；謝安晉(An-Jin Shie)；邱思瑋(Sz-Wei Chu)

服務品質 ； 公共服務 ； 公共管理 ； 政府治理 ； service quality ； public service ； public management ； public governance

研考雙月刊

31卷4期（2007 / 08 / 01）

13 - 21

繁體中文

二十一世紀將是一個高度變革的世紀，政府服務無可避免地，必須面對此高度變革所引發之複雜與動態的外部環境，以研擬妥適因應策略。本文嘗試利用一篇有關交通部長電子信箱的新聞報導，以及某縣府縣長信箱民眾抱怨信函等兩個個案分析，探討政府服務品質的內涵與演變。根據個案分析結果顯示，民眾對於公務員服務態度、反應與專業等之抱怨已經有顯著減少；民眾對於「住」與「行」環境品質反而是抱怨最多的項目。作者進一步提出改進之建議與未來努力的方向。

It will be a revolutionary change era in the 21th century. Public services are inevitably to face the complex and dynamic external environment due to this change. In this paper, authors used a news report and two case studies which are related to the governmental chief's e-complaint system to interpret the contents and the changes of public services. The results reveal that the complaints due to the public servants' attitude have significantly decreased, while the complaints due to living and transportation quality are still significant in current phase of public services in Taiwan. The suggestions are then proposed to improve these weaknesses.