在邁入廿一世紀的今日,公共服務已成為政府最重要的產出,政府以服務人民為主要的職能及目的,人民與國家的關係也從單純的義務服從關係,轉為隱含生產者與消費者的關係,於是政府把人民當作顧客看待,人民的需要已成為政府施政的重要依據,然而建立一個顧客導向的服務型政府是我國政府改革的方向,因此,提高政府服務品質應是當前政府的主要著力點。 本研究採用層級分析法(AHP)評價公部門服務品質的關鍵成功因素。層級分析法(AHP)是用於確定各評價因素的水準。第一階層是服務品質關鍵成功因素,在第二階層有五個評價構面和第三階層的十八個評價標準。 由結果可以看出,本研究結果第二層五個評估要素之重要性程度排序,即(一)反應性(二)確實性(三)可靠性(四)關懷性(五)有形性。其中第三層評估要素之重要性程度排序,在第三層評估準則由結果得知,第三層評估要素之重要性程度排序,即(一)主動協助(二)服務態度(三)及時性(四)保密度(五)業務流程。
In today into the twenty-first century, the public service has become the government's most important outputs, in order to serve the people as the main government functions and purposes, the relationship between people and countries from the obligation to obey the simple relationship turned implied producers relationships with consumers, so the Government to treat the people as customers, the needs of people has become an important basis for the government's policy, however, to establish a customer-oriented service-oriented government is the direction our government reform, therefore, should be to improve the quality of government services the main focus of the current government. In this study, Analytic Hierarchy Process (AHP) evaluation of the quality of public sector services critical success factors. Analytic Hierarchy Process (AHP) is used to determine the level of each of the evaluation factors. The first class is the quality of service the critical success factors in the evaluation of the second class have five dimensions and the third class eighteen evaluation criteria. As can be seen from the results, the degree of importance of the results of this study to assess the second floor of the five elements of the sort, namely (a) the reaction of the (two) certainty (c) reliability (four) empathy (five) tangibles. Assess the degree of importance of the third layer in which the elements of the sort, in the third floor by the results of that evaluation criteria, in order of importance to assess the extent of the third layer elements, namely (a) the initiative to assist (two) service attitude (c) Timeliness (d) confidentiality degree (five) business processes.
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