近年來隨著社會環境的快速變遷、民眾權益意識的高漲,民眾對於政府機關服務品質的需求與日俱增,本研究旨在針對升格後的台南市政府民眾服務機構的服務現況進行初步的調查,選擇常與民眾接觸的戶政單位為對象,進行服務失誤、補救措施以及滿意度的探討。 方法上採用問卷調查方式,針對台南市政府洽公民眾進行調查。總計回收289份問卷,扣除26份無效問卷後,共得264份有效問卷後以Spss for Windows 18.0進行分析,所得結論有五: (一)民眾對台南政府戶政機構之服務整體來說尚算滿意。 (二)民眾性別、教育程度、年齡、行業、服務失誤經驗不同,在對台南政府戶政機構服務缺失、補救措施之感受上有所差異。 (三)民眾性別、教育程度、年齡、行業、服務失誤經驗不同,在台南政府戶政機構整體服務的滿意程度上有所差異。 (四)服務失誤與補救措施存在顯著負相關,服務失誤與服務滿意度存在顯著負相關,補救措施與服務滿意度有顯著正相關。 (五)服務缺失、補救措施感受能有效預測其對台南政府戶政機構服務的滿意程度。
Due to the increase of citizen’s right, people are more demanding for government service . This research is to survey the service quality & status of Tainan city government which chooses District Household Registration office as it has most contact with citizens and study the service failure / service recover-case /satisfaction status. This research adapts questionnaire and investigate the people who come to Tainan government for district service. Total 289 questionnaires , exclude 26 ineffective samples, there are 264 effective samples. After SPSS for Windows 18.0 analysis,z the conclusions are as below : 1.The satisfaction of Tainan District Household Registration Office is good. 2.Citizens with different sexuality/education/age/job/service failure feel different about Tainan District Household Registration Office service disadvantages/service recover-cases. 3.Citizens with different sexuality/education/age/job/service failure have different satisfaction about Tainan District Household Registration Office service. 4.There are negative correlations between service failures / service recover-cases / satisfactions, and negative correlations between service recover-cases / satisfactions, but positive correlations between service recover-cases/ satisfactions. 5.Satisfactions can be predicted by service failures / service recover-cases of Tainan District Household Registration Office service.