The Study of Customer-oriented Governmental Performance: Administrative Satisfaction at Nantou County Government Case Study

顧客導向政府積效之分析：南投縣政府施政滿意度個案研究

黃國敏(Edward K. Hwang)

《政策與人力管理》 5卷2期 (2014/12) Pp. 115-154

https://doi.org/10.29944/PPM.201412_5(2).0004

摘要

公民施政滿意度決定政策的成效，公民對政策的評價則決定政策的變遷方向；換言之，政府公共政策的績效取決於公民的施政滿意度。民意是現代社會的產物，是我們生活中非常重要的一部分；近年來在選舉等政治運作中扮演更為突出的角色。為了回應社會大眾對公共服務需求的數量與品質大幅增加，以及因資訊科技進步神速，致使民眾所需服務範圍大幅擴大且多樣化，各級政府必須努力提昇公共服務的效率與效能，以提高民眾對政府運作方式的信任度與滿意度；基於行政倫理，更應一視同仁對標的群體提供公共服務，特別要了解社會弱勢者的需求與期望，以建立一個公平、正義的社會。南投縣政府前縣長李朝卿被控政商勾結圖利廠商並收受廠商回扣而捲入貪瀆醜聞。本研究發現李案告訴世人受賄醜聞對政治人物有致命的殺傷力，受賄案摧毀李朝卿約28%的施政滿意度，連帶傷及國民黨在全國的支持度。就施政滿意度的影響因素而言，政治因素的確很重要，特別是醜聞案件。

關鍵字

南投縣 ； 地方政府 ； 施政民意度 ； 醜聞

並列摘要

The efficiency of public policies depends on citizen’s satisfaction, and the change directions of public policies hinge on citizen’s assessment; i.e., the performance of public policies in governments is decided by the citizen’s administrative satisfaction! The governments in all levels must heave their efficiency and effectiveness of public services to meet the people’s substantially multiple needs in order to make citizens trust the governmental operation styles. To pursue the societal equality and justice, governments should treat people equally and provide more services for the disadvantages. The recent corruption scandal involves former Magistrate Lee Chaoching who allegedly accepted bribes from a construction company which cut on materials. Lee was alleged to have helped the company in passing evaluation tests. Lee case tells us that the bribery scandals are lethal to politicians; it cut almost 28% satisfaction degree for Magistrate Lee and hurt KMT support levels nationally. In terms of administrative satisfaction levels, political factors do matter, especially for the scandals.

並列關鍵字

Nantou County ； Local Government ； Administrative Satisfaction ； Scandal