题名

地方行政機關服務品質因素之探討－以台南市政府為例

并列篇名

A Study on the Factors of Service Quality of Local Administrative Organizations: An Example of Tainan City Government

作者

溫源鳳(Yuan-Feng Wen)；陳清憲(Ching-Hsien Chen)

关键词

服務品質 ； 重要程度－績效分析法IPA ； 地方行政機關 ； Service Quality ； Importance-Performance Analysis ； Local Administrative Organizations

期刊名称

品質學報

卷期/出版年月

14卷2期（2007 / 06 / 01）

页次

149 - 159

内容语文

繁體中文
中文摘要

本研究主要探討地方行政機關服務品質因素。針對台南市政府洽公民眾為對象，以問卷方式調查服務屬性重要性與服務績效表現，並運用重要程度－績效分析法(IPA)分析。經實證分析結果發現，洽公民眾對於服務屬性重要性及服務績效滿意度均呈現顯著正相關。應用重要程度-績效分析法(IPA)分析結果，列為優勢保持區有五項：員工服務態度、員工的服務禮貌、申請案件依規定期限內交件、員工對民眾資料保密作業、員工的操守與道德等，應繼續保持；列為集中改善重點區有七項：申請作業流程簡便性、員工的專業能力、跨單位整合服務效率、員工即時提供服務、重視洽公民眾意見反應、職務代理人切實代理執行職務、協助緊急事件申請等，列為需要改善項目。本研究模式及結論可作為市政府提升服務品質參考，藉以提高地方行政效率。
英文摘要

The primary purpose of this study is to explore the factors of service quality of local administrative organizations. The public serviced by the Tainan city government are selected as samples to be conducted questionnaire to investigate the importance and satisfaction of service quality. Importance-Performance analysis (IPA) method is applied to analysis the data of questionnaire. Through the empirical analysis, the importance of service attributes is found to be positively related to service satisfaction. From the analysis of Importance-Performance analysis (IPA), there are five attributes including the service attitude, politeness, affairs completed on time, staff personal information confidential, staff behavior and morality are itemized in the superiority retain region and should be preserved. There are seven attributes including convenience of operation process application, professional capability of staff, efficiency of inter-department integration, real time service provided by staff, emphasis on public opinion, practical carry out a task by deputy, assistance on the application of urgent cases, etc. are itemized in the improvement emphasis region and need to be improved. These conclusions provide some helpful suggestions to city government for the promotion of service quality.
主题分类 社會科學 > 管理學
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被引用次数
  1. 潘淑雅(2017)。醫療資訊系統滿意度與生產力分析：醫師觀點。義守大學醫務管理學系學位論文。2017。1-93。
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