地方政府服務品質之研究－以新竹市政府為例

Research on Service Quality of Local Government-An Example on Hsinchu City

10.6428/JCTF.200811.0081

曾光榮(Kuang-Jung Tseng)；程良村(Liang-Tsung Cheng)

新竹市政府 ； 服務品質 ； 滿意度 ； 缺口 ； Hsinchu City Government ； Service Quality ； Satisfaction Level ； Gap

華人前瞻研究

4卷2期（2008 / 11 / 01）

81 - 96

繁體中文

為有效提升政府效能，滿足民眾多樣化的需求，引用PZB五個構面模式及缺口理論，採SERVQUAL量表題項，問卷調查方式，對於新竹市政府洽公民眾作滿意度調查，以了解民眾期望與實際感受之服務品質缺口（缺口五），進而檢視市政府服務同仁應如何改善服務措施。 研究結果發現，服務品質五個構面中，「可靠性」與「有形性」等二個構面因素缺口較小，「關懷性」缺口較大。在不同「年齡」、「性別」、「職業」、「教育程度」及「洽公次數」等五個變項，對於服務品質之滿意度具顯著性差異。聶後，就提升民眾滿意度和增進政府服務品質等項，提出結論俾供參考。

In order to raise the standard of the government and to fulfill the various demands of the public, a SERVQUAL survey based on PZB's five dimensions and gap analysis will be conducted to investigate the public's satisfaction level towards the Hsinchu City Government. The result of the survey should give the government an understanding of the public's expectation on service quality and what they actually received, thus enabling the government to make any necessary change and improvement. From the result of the research, among the five dimensions of service quality, 'reliability' and 'tangibility' are of smaller gaps, while 'empathy' gets the biggest gap. According to evident-based results, differences in satisfaction level towards service quality are most likely based on factors such as age, gender, occupation, level of education, and frequency of answering questionnaires. Finally, conclusion and further advices are addressed in terms of boosting the public's satisfaction level and improving the service quality of the government.