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

The Effect of Service Quality and Organizational Innovation on Service Performance — Evidence from Public Sectors

王瓊慧(Chiung-Hui Wang)

指導教授 ： 湯玲郎

元智大學/管理學院/管理研究所/碩士(2008年)

摘要

由於社會結構快速變化，傳統思維已不符合民眾的需求，公部門因而面臨了前所未有的挑戰；而政府施政品質的良窳，是影響國家整體經濟、社會、政治及教育的品質與競爭力的關鍵因素。我國行政院研究發展考核委員會為帶動公部門服務品質的改造與提升，於87年度設置「行政院服務品質獎」，評選服務績優機關。其中研發創新，尤為公部門推動全面提升服務品質之重點工作之ㄧ，另從歷屆行政院服務品質獎得獎單位中發現，公部門的組織創新能力暨是績優單位成功關鍵因素，亦是影響服務績效的重要原因；是以，如何能持續創新與改善為民服務的品質與效率，工作環境對創造力的支持與否，亦有其重要的影響性。因此本研究希望透過全面探討公部門組織中，創造力工作環境、服務品質、組織創新與服務績效間的關聯性，以作為公部門提升服務品質與績效之參考。
本研究以桃園縣政府暨所屬機關為主，輔以他縣市各機關之員工為調查對象，先採立意抽樣選出27個受試單位，再行分層隨機抽樣，總計有效回收樣本為489份，採用SPSS統計軟體進行資料分析、討論，並深入訪談曾獲行政院服務品質獎得獎單位，彙整後形成本研究之結論與建議。本研究結論如下:
1. 創造力工作環境對服務品質及組織創新有顯著正向影響。
2. 服務品質與組織創新對服務績效有顯著正向影響。
3. 組織創新對服務品質有顯著正向影響。
4. 服務品質與組織創新兩變數為創造力工作環境與服務績效的中介因子。
5. 不同背景變項對於四個變數各構面之認知差異的假設部分成立，其中有差異的變項包括性別、教育程度、職位、年資、是否得獎與單位屬性。

關鍵字

創造力工作環境 ； 服務品質 ； 組織創新 ； 服務績效

並列摘要

As the social structure in Taiwan is changing rapidly, the traditional thinking and measures of the government may not serve to satisfy people’s demand any more. The public sectors are faced with unprecedented challenges. It is generally agreed that the administration quality of government can have a great effect on the nation’s competitive advantage in every field—economy, society, politics and education. The Executive Yuan set up “The Service Quality Award of Executive Yuan” in 1998, with a view to improving and developing service quality of the public sectors. Admittedly, organizational innovative capabilities are the important parts that influence organizational performance in public agencies. As observed from the governmental units, we have discovered that organizational innovative capabilities play a vital role in promoting service quality for public sectors. We have also found that keeping a favorable work environment for creativity may help stimulate innovations for improving service quality. Therefore, the purpose of this study was to discuss the facts and links of work environment for creativity, service quality, organization innovation and service performance in the governmental units and public sectors.
For this study we have surveyed most units of Taoyuan County Government and several sectors representing other governments as the population, adopting stratified and convenient sampling. There were 489 valid samples. And the collected data were processed with SPSS. We also interviewed the superior organizations that had won the Service Quality Award, hoping to find the critical factors for their success. The results of the analysis can be summarized as follow:
1. Work environment for creativity directly affects service quality and organizational innovation.
2. Service quality and organizational innovation are closely linked with service performance
3. Organizational innovation clearly influences service quality.
4. Service quality and organizational innovation are two intervening variables that reflect work environment for creativity and service performance.
5. Variables of work environment for creativity, service quality, organization innovation and service performance may partially differ due to different background (sex, education, department, seniority and position) of the samples.

並列關鍵字

Work Environment, Service Quality, Organizational Innovation, Service Performance

參考文獻

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