政府服務品質滿意度之研究-以嘉義縣朴子地政事務所為例

The Research on the Relation Between the Service Quality and the Citizen's Satisfaction of Government - A Case Study of Puzih Land Office, Chiayi County

吳松樺(Wu, Songhua)

指導教授 ： 徐千偉

國立中正大學/社會科學院/政治學系/碩士(2013年)

摘要

「政府服務品質」是當代學術及實務研究的主流，今日政府部門師法企業成功模式，將服務品質定位為機關得以永續發展的關鍵成功因素。本研究旨在探討嘉義縣朴子地政事務所之政府服務品質現況與民眾對於政府服務品質的滿意度，期能根據研究結果，提出結論與建議，供地政機關參酌。

本研究首先檢閱國內、外「服務品質」及「顧客滿意度」相關理論之文獻，次以自行設計之「嘉義縣朴子地政事務所政府服務品質調查問卷」為研究工具，其內容包含「有形性」、「可靠性」、「對應性」、「保證性」及「同理心」等五個構面二十個題項；於問卷調查後之資料運用SPSS for Window 18.0中文版統計軟體並以描述性統計、t檢定、單因子變異數分析、相關及逐步迴歸分析等方法進行統計分析；最後作出結論與建議。

從統計資料分析結果，本研究獲得以下五點結論：一、民眾對地政事務所的服務品質高度重視；二、民眾對地政事務所服務品質各構面項目滿意度屬中高程度以上；三、「民眾期望服務品質」與「實際感受服務品質」有顯著差異；四、年齡是影響民眾對地政事務所知覺服務品質認知的因素；五、知覺服務品質與民眾滿意度有顯著相關。並從上述結論，本研究提出以下六點政策建議：一、提供合宜洽公環境，辦公空間設計利用；二、提升地政資訊服務，擴大線上申辦項目。三、行政流程簡化整併，建立收件單一窗口；四、強化員工專業素質，推行終身學習措施；五、確維地籍資料準確，建構有效稽核制度；六、傾聽民情輿論聲音，主動積極有效回應。

關鍵字

地政事務所 ； 服務品質 ； 嘉義 ； 民眾滿意度

並列摘要

The research on quality of government service is currently the mainstream of contemporary academic and practical research. Governments today apply successful models of businesses and perceive quality of government service as a critical factor for organizational sustainable development. The aim of this study is to investigate the quality of government service at the Puzih Land Office, Chiayi County, as well as citizens’ satisfaction with the quality of government services. According to the findings, this study suggests several policy recommendations for the land offices.

This study reviews literature on service quality and customer satisfaction theory. The research methods applied in this study is survey research with questionnaires to test the quality of government service at the Puzih Land Office, Chiayi County. The research framework includes the following five dimensions with 20 variables to test the quality of government service: tangibility, reliability, responsiveness, assurance, and empathy. The software used in this study for data analysis is SPSS for Windows 18.0 Chinese version. The statistics applied in this study for analysis are: descriptive statistics, t-test, one-way ANOVA analysis, correlation, and multiple regression analysis.

The results show the following five findings: first, citizens have great expectations for the quality of government service at the Land Office; second, citizens have middle-high degree of satisfaction for the actual quality of government service at the Land Office; third, there are significant differences between citizens’ expectation of service quality and that they experienced at the Land Office; fourth, age is the main factor affecting citizens’ expectation for the quality of government service at the Land Office; fifth, there is a significant correlation between citizens’ expectation of service quality and that they experienced at the Land Office.Based on the above findings, this study suggests the following six policy recommendations: first, the Land Office should provide a comfortable office environment and redesign office spaces; second, the Land Office should enhance information services and expand on-line services; third, the Land Office should simplify administrative processes and create one-stop service point; fourth, the Land Office should strengthen professional skills of the employees and promote lifelong learning and training; fifth, the Land Office should ensure accuracy of land data and construct an effective audit system; sixth, the Land Office should listen to the opinions of citizens and actively respond to them.

並列關鍵字

Chiayi ； Land Office ； Citizen Satisfaction ； Service Quality

參考文獻

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3.翁崇雄，〈期望服務與服務績效影響服務品質評量之研究〉，《台大管理論叢》，第9卷第1期，1998年。

3.林季葦，〈銀行服務品質與顧客滿意度之研究〉，碩士論文，國立成功大學統計學研究所，2006年。

1.吳沛峰，〈台南市政府服務品質滿意度之研究-以勞工局為例〉，碩士論文，國立成功大學政治經濟學研究所，2004年。