公部門服務品質、顧客滿意度與員工認知之研究－以臺北市商業處為例

A Study on the Service Quality, Customer's Satisfaction and Perception of Staff in Public Sector~A Case of Taipei City Office of Commerce

10.29847/JNUU.200812.0008

林聖薇(Sheng-Wei Lin)；林煜超(Yu-Chao Lin)；陳窗期(Tsung-Chi Chen)

服務品質 ； 顧客滿意度 ； 員工認知 ； Service Quality ； Customer's Satisfaction ； Service Perception

聯大學報

5卷2期_上（2008 / 12 / 01）

143 - 162

繁體中文

隨著競爭時代趨勢的演進，公部門的行政體系，必需是消費者導向、服務導向的組織，是否能適時提供服務，使人民（顧客）滿意將成為公部門行政的準則。本研究探討公部門服務品質、顧客滿意度與員工認知之關係，採取便利抽樣方式進行問卷調查，外部主要係以臺北市政府商業處申辦商業登記之民眾作為施測對象，內部以服務員工為樣本，進行實證，研究結果顯示，民眾（顧客）期望的服務水準與實際認知服務有顯著的差距，知覺服務品質與滿意度有顯著相關，民眾（顧客）期望服務品質水準與管理者（員工）對民眾（顧客）期望服務品質認知有顯著的差異。研究結果提供該機關作為提升及改善服務品質之參考。

Following with the competitive trend changing continually, how to provide service timely to satisfy of the civilians (customers) would become the administrative principal for the administration system of the public department, which is supposed to aim at heading toward the consumer and service direction. Adopting the convenience sampling way to carry on the questionnaire survey, this research discusses the relation among the service quality､customer satisfaction and staffs cognition. Using both the populace applying for the commercial registrations from Taipei city office of commerce as the external objects and the serving staffs as the internal samples to conduct this research, the result of this research shows that there truly exist significant differences among the expectation of the populace for service level and the real cognitive service､the cognitive service quality and the satisfaction, and the expectation of the populace for the service quality level and the cognition of the administrators (employees) for the expectation of the populace (customers) for the service quality. The findings provide important reference resources for this institution to advance and amend its service quality.

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