民意調查與為民服務：精緻的年代需要創新的作為

Public Opinion Polls and Public Services: Qualitative Adjustment for Competitiveness

莫季雍(Chi-Yung Moh)

《研考雙月刊》 30卷4期 (2006/08) Pp. 28-38

https://doi.org/10.6978/YKSYK.200608.0028

摘要

競爭力的講求是維繫永續發展的條件，政府或企業都必須保持跟最新政治、經濟、社會、科技，以及民意的發展與時俱進，並且以顧客為中心，對其相關服務對象的需求保持高度的反應。民意調查所能提供的，正是政府與其最直接的服務對象民眾間的溝通管道，民意反應要能源源不斷地供給政府機關，才能讓她（們）有效地回應民眾的需求。民意調查無法區別大眾意見與公共判斷，滿意度的調查已無法提供清楚、明確的民眾反應，這也是本文藉此機會提出做得少、做更好、不滿意的量測、服務質的調查及質化的民意探勘等想法，希冀民意調查能夠持續供應為民服務工作更進步的動力。

關鍵字

民意調查 ； 政府服務 ； 服務品質調查

並列摘要

Maintaining competitiveness is the foremost condition for sustainable development. To accomplish this, both government and enterprise need to keep abreast of the political, economic, social and technological development. With a customer-centered strategy in mind, executives need to be responsive to the market they serve through a variety of channels. Public opinion polls serve an effective way carrying the information necessary for providing better services to the people. However, traditional polls have the potential weakness of making mass opinions and public judgment indistinguishable. This article, hence, suggests explore further the reasons why individual citizen feel unsatisfactory with the governmental services, surveying on the service quality and through qualitative methods additional to the choices of further reduction of unnecessary works and procedures to focus more on those a modernized government should provide.

並列關鍵字

public opinion polls ； public services ； service quality survey