美國顧客滿意與標竿學習－兼論我國地方政府滿意度比較分析

Reinventing Local Government and Benchmarking-An Analysis of Public Satisfaction of Taiwan's Local Government

翁興利(Seng-Lee Wong) ； 劉祥得(Hsiang-Te Liu)

《中國行政評論》 12卷4期 (2003/09) Pp. 171-204

https://doi.org/10.6635/cpar.2003.12(4).06

摘要

目前美國地方政府管理思潮已逐漸從輸入面管制，移轉至輸出面的控管。績效、服務品質的評量與比較，已逐漸成為地方政府新的管理重心。然而，我國政府再造之重心似乎偏重中央而輕地方，有鑑於此，本文根據美國著名私人企業及地方政府的改造經驗，闡述美國地方管理重心的遞移及其思潮。此外，為奠基我國地方政府之互相學習基礎，本研究針對我國民眾切身關心之民生議題，進行為期半年之實證調查。此一調查旨在回答：1.影響民眾施政滿意度高低之解釋變項為何？2.不同都會與地理區域民眾對各民生議題是否具有顯著不同之滿意程度？研究發現有助地方政府標竿學習與施政優先次序擬定之參考。

關鍵字

地方政府再造 ； 品質管理 ； 標竿學習

並列摘要

Currently local government management in every country has generally transferred from input controls-oriented to output controls-oriented. Efficiency, the evaluation and the analysis of services are the main concerns of local government management. However, the local government reinventing in our country seems to put more emphasis on the central government than on the local governments. Thus, in this paper, the experiences of some famous foreign private enterprises and in some advanced countries will be discussed to explain the changes and the trends. A half-year empirical investigation is also conducted on some practical issues of the people in our country. The purpose of this study is to find out the answers to the following two questions: 1. What are the factors that influence people's support toward local government? 2. Do people from different cities and areas have different satisfaction degree on different policy issues? This study will provide some useful information for local government benchmarking and the priority of local government policies.

並列關鍵字

reinventing local government ； quality management ； benchmarking learning