應用重要滿意度分析改善選民服務品質

An Application of Importance Performance Analysis to Improve Service Quality of Voters

10.6285/MIC.3(1)S.38

曾清枝(Ching-Chih Tseng)；許昭興(Chao-Hsing Hsu)

選民服務品質 ； 重要度－滿意度分析 ； voter service quality ； importance-performance analysis (IPA)

管理資訊計算

3卷特刊（2014 / 10 / 01）

467 - 479

繁體中文

選民服務是影響選舉成敗的主要因素，為深入分析研究民代所提供的服務內容是否符合選民期待，本研究以某一民意代表服務處的選民為調查對象，透過重要度－滿意度分析（Importance Performance Analysis, IPA）方法，以探討分析民眾對所提供選民服務的滿意程度是否與民眾期待有落差，以作為未來選民服務改善之依據。研究結果顯示經常到民代服務處利用選民服務者，大多數為高中職畢業的中老年，所得不高的已婚其他職業者或家管的主婦為主要對象，他們對民代提供的選民服務的每項品質要素都感到滿意，證明了民代從政這十多年來的努力，得到大部分選民的認同和肯定。另一方面選民對部分服務品質要素的期待與實際感受仍有著品質的缺口，也提供該民代服務品質提升和改善之參考。

Voter service is the primary factor that influence an election. To investigate in depth whether services provided by legislators conform to voter expectations, this study used questionnaire surveys and the importance-performance analysis (IPA) to understand and analyze whether a gap exist between voters' voter service satisfaction level and voters' expectations. The results of this study can serve as references for improving future voter service. Research result shows that people who often visit legislator service centers and utilize voter services are voters who are middle-aged or elderly, have a high school or vocational school education, have low income, is married, and is employed as a homemaker or other professions. These voters are satisfied with all the quality elements provided by legislators in this study. This also evidenced that over ten years of hard work by the legislators in this study has earned the recognition of the majority of the voters. However, a quality gap still exists between the satisfaction level of research participants (voters) and their actual expectations regarding some service quality elements. This result should promote legislators in this study to continue their work on improvements.

1. 于錫亮、朱盈蒨(2008)。文化景觀特色經營之研究─以澎湖七美嶼為例。鄉村旅遊研究，2(1)，43-52。
   連結：
2. 盛杏湲(2000)。立法問政與選區服務：第三屆立法委員代表行為的探討。選舉研究
   連結：
3. Chapman, R. G.(1993).Brand performance comparatives.Journal of Products & Brand Management,2(1),42-50.
4. Cheron, E. J.,McTavish, R.,Perrien, J.(1989).Segmentation of bank commercial markets.International Journal of Bank Marketing,7(6),25-30.
5. Guadagnolo, F.(1985).The importance-performance analysis: An evaluation and marketing tool.Journal of Park and Recreation Administration,3(2),13-22.
6. Hollenhorst, S.,Olson, D.,Fortney, R.(1992).Use of importance - performance analysis to evaluate state park cabins: The case of the West Virginia state parksystem.Journal of Park and Recreation Administration,10(1),1-11.
7. Levitt, T.(1972).Production-line approach to service.Harvard Bussines Review,50(4),41-52.
8. Martilla, J.,James, J.(1977).Importance - Performance analysis.Journal of Marketing,41(1),77-79.
9. Oliver, Richard(1981).Measurement and Evaluation of Satisfaction Process in Retail Settings.Journal of Retailing,57(3),25-48.
10. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1985).A Conceptual Model of Service Quality and Its Implications for Future Research.Journal of Marketing,49(3),41-50.
11. Parasuraman, A.,Zeithaml, V.A.,Berry, L.L.(1988).SERVQUAL: A multipule-item scale for measure consumer perceptions of service quality.Journal of Retailing,64(1),12-40.
12. Regan, W.J.(1963).The service revolution.Journal of Marketing,27,32-36.
13. 王靖興(2006)。碩士論文(碩士論文)。國立政治大學政治研究所。
14. 林秀惠(2006)。碩士論文(碩士論文)。國立政治大學行政管理碩士學程。
15. 林耕仁(2005)。碩士論文(碩士論文)。中華大學科技管理研究所。
16. 邱素芬(2011)。碩士論文(碩士論文)。開南大學商學院碩士在職專班。
17. 陸淑美(2009)。碩士論文(碩士論文)。高雄師範大學成人教育研究所。
18. 黃秀端(1994)。選區服務：立法委員心目中連任之基礎。台北:唐山出版社。
19. 黃桂蘭(2011)。碩士論文(碩士論文)。臺北城市科技大學電子商務研究所。
20. 鍾任明(2011)。碩士論文(碩士論文)。虎尾科技大學工業工程與管理研究所在職專班。

1. 陳俊良(2017)。消費者對服務品質、品牌形象及顧客忠誠度之研究-以高雄市某精品咖啡店為例。義守大學管理碩博士班學位論文。2017。1-95。