服務創新與服務品質對服務滿意關係之研究-以公部門為例

Service innovation and service quality research on the relationship of satisfaction with the services - the public sector

劉郁楨(Yu-Chen Liu)

指導教授 ： 湯玲郎

元智大學/管理學院/管理碩士在職專班/碩士(2012年)

https://doi.org/10.6838/YZU.2012.00313

摘要

隨著社會環境的快速變遷與時代趨勢的轉變，民眾對於公部門服務品質的需求與日俱增，現在民眾對公部門提供的服務訴求，已由量的需要演進到質的需求。全面性提升服務品質，提高民眾對公部門服務品質的認知與民眾滿意，營造和諧之環境，已是公部門的重要議題。公部門所提供的服務不能僅從供給者的角色出發，必須改變為從需求者（民眾）的觀點去思考服務提供的方式。但囿於長期以來的慣性思考模式與官僚體系層級所產生對創新的抑制，應如何導引出創新的便民服務作為及心態，應是現階段改革者需突破的重點。
故本研究主要探討公部門服務創新與服務品質對民眾服務滿意之影響，透過問卷設計與民意調查實際瞭解民眾對於公部門行政業務之需求，以及對於公部門服務措施、服務品質、服務品質評價與民眾服務滿意，瞭解民眾對公部門為民服務工作之建議或意見，以作為行政革新與提升服務效率的參考。
本研究採用面對面調查方式，採取隨機抽樣的方式進行問卷調查，主要係以前往桃園縣公部門洽辦公務之民眾為施測對象，共發出問卷325份，回收313份，問卷回收率為96.31%，扣除無效問卷17份，有效問卷總樣本為296份，其有效問卷回收率為94.57%。
研究結果發現：
1.服務創新對服務品質有顯著正相關。
2.服務創新對民眾服務滿意有顯著正相關。
3.服務品質對民眾服務滿意有顯著正相關。
4.服務創新與服務品質對民眾服務滿意有顯著正相關。
本研究具體建議與作為：
1.持續檢討創意服務措施，擴大便民服務之效益。
2.鼓勵所屬同仁踴躍參與內部創新，提升為民服務品質。
3.以考量民眾使用習慣為出發點，設計多樣性及豐富性網路內容，以網路替代馬路。
4.主動考量民眾需求，擴充服務據點，延伸服務效能。
5.對民眾反映意見設置相關回應機制，掌握時效妥善因應。
6.充分掌握民眾已普遍擁有上網設備，開發APP應用程式，擴大宣導成效。
關鍵字：服務創新、服務品質、服務滿意

關鍵字

服務創新 ； 服務品質 ； 服務滿意

並列摘要

With the rapidly changing social environment and the changing trends of the times, the growing demand for public service quality provided by the public sectors has been evoluted from quantity demand to quality requirements. It becomes an important issue for public sectors to comprehensively upgrade their service quality, increase people’s awareness and satisfaction on provided service quality, and create a harmonious environment. The services provided by the public sector must be changed not only from the role of provider, but also from the demand (people) point of view to think over the provided services. Limited by the long-standing mode of inertial thought and bureaucratic system, to make a breakthrough, the priority of current stage should be focused on how to guide innovative government services as an attitude.
Therefore, this study investigated the satisfaction on service innovation of public sector and on quality of the public service through questionnaires to learn people’s demand on public administrative operations. Via such investigation, we get practical understanding of what people evaluated on service measures for the public sector, service quality, service quality judgement, and understand their suggestions or comments on provided services of public sector as reference for administrative renovation and service efficiency enhancement.
We took a random sample of questionnaire via face-to-face survey, mainly focused on people took up office service with government. Totally 325 questionnaires were issued and 313 were returned with response rate 96.31%. Deducted 17 invalid questionnaires, a total sample 296 was valid with effective response rate 94.57%.
The results showed that:
1. Service innovation and service quality have significant positive correlation.
2. Service innovation and service satisfaction have significant positive correlation.
3. Service quality and service satisfaction have significant positive correlation.
4. Service innovation and service quality have significant positive correlation with service satisfaction.
Based on the findings, we suggested:
1. An ongoing review of the creative measures to expand the benefits of convenient services.
2. Encourage their respective colleagues to take part in internal innovation, and enhance the quality of public service.
3. Consider people’s habits as a starting point. Design diversified and rich Internet content to make the network as an alternative road.
4. Actively consider the needs of the people, and expand the service base to extend the service performance.
5. Set up feedback mechanism in response to the suggestions of people, and react within effective time.
6. Full grasp that common people access to Internet generally, public sector can develop APP application to expand effectiveness of propaganda.

Keywords: service innovation, service quality, service satisfaction

並列關鍵字

service innovation ； service quality ； service satisfaction

參考文獻

一、中文部分

1.王怡茵（2008），「建構服務創新衡量模式之研究－以台灣國際觀光旅館業為例」，長榮大學經營管理研究所碩士論文。

2.王瓊慧（2007），「探討服務品質與組織創新對服務績效之影響－以公部門為例」，元智大學企業管理研究所碩士論文。

3.王繼福（2005），「不同涉入程度與地理區域下服務品質對知覺風險的影響之研究─以臺北縣政府稅捐處為例」，真理大學管理科學研究所碩士論文。

4.王碧媜（1999），「消費動機、服務品質與購後行為關係之研究」，中正大學企業管理研究所碩士論文。