政府物聯網平台滿意度之研究:以桃園市空氣品質物聯網為例

隨著電信市場開放及自由化，電信產業若維持固守傳統營收將逐漸被其他電信業取代，面臨競爭激烈的壓力下，使得拓展業務方向從服務民眾到政府專標案，如空氣品質感測、水利監控、智慧路燈。研究旨希望探討政府提供之物聯網平台服務(如:空氣品質感測案)，探討政府與企業合作佈建物聯網專案平台服務的品質構面與民眾整體滿意度之間的關係，並進一步分析服務滿意度水準在民眾期望、民眾感受與政府人員提供者認知三者之間的落差程度，以其提供企業與政府合作標案方向之改善滿意度品質指引，近而可提供企業示意政府單位制定較符合民眾期望之專案服務指標參考依據。本研究採以P.Z.B服務品質落差模型衡量與採用問卷調查法，以政府機關案件承辦及相關人員為調查對象，其結果發現在『有形性』、『可靠性』、『體貼性』服務品質構面上的改善，可有效提升整體服務民眾滿意度。

關鍵字

物聯網、物聯網平台、服務滿意度、服務缺口模式、SERVQUAL

並列摘要

With the telecommunications market and liberalization, if the telecommunications industry maintains its traditions, it will become other telecommunications industries. Under the pressure of open competition, it will expand its business expertise from serving the public to government tenders, such as air quality surveys, water conservancy monitoring, and smart street lights. The purpose of the research is to explore the Internet of Things platform services provided by the government (such as air quality sensing cases), explore the relationship between the quality aspects of the Internet of Things project platform services provided by the government and enterprises and the overall satisfaction of the public, and further analyze the services The degree of satisfaction level is the gap between people’s expectations, people’s feelings, and the perception of government personnel providers. It provides guidance on the improvement of satisfaction quality in the direction of corporate-government cooperation bids. Recently, it can provide companies with instructions for government units to formulate comparisons. Reference basis for project service indicators that meet the expectations of the public. This research adopts the PZB service quality gap model to measure and adopts the questionnaire survey method, with the case undertakers and related personnel of government agencies as the survey objects. The results are found in the "tangible", "reliability", and "considerate" service quality aspects. The improvement on the above can effectively improve the overall satisfaction of the service people.