公部門服務品質對顧客滿意度影響之研究 以新營區公所為例

The Effects of Service Quality on Customer Satisfaction in Public Sector – Taking Sinying District Office as an Example

沈崑田(Kun-Tien Shen)

指導教授 ： 謝介仁

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2013年)

https://doi.org/10.6833/CJCU.2013.00023

摘要

社會環境變遷快速，政治發展日益蓬勃，民眾對於政府(公部門)的施政作為與服務品質的要求也日漸的提高，因此如何滿足民眾的期望，提昇公部門的行政效率，是當前政府所面臨的重要課題，因此政府部門不僅要滿足民眾之需求，更要重視產品與服務品質的提升，並且力求創新與突破。
本研究針對台南市新營區公所民眾進行服務品質與滿意度之實證研究，以瞭解洽公民眾對於區公所服務品質因素之期望程度與滿意程度間的關係，結果歸納如下：(1) 服務品質對顧客滿意度成顯著正向影響的假設部分成立；(2) 服務創新對核心競爭力成顯著正向影響的假設部分成立；(3) 服務創新對顧客滿意度成顯著正向影響的假設部分成立；(4) 服務創新對服務品質影響顧客滿意度有顯著干擾效果的假設成立。

最後，本研究希望藉此研究之結果，能提供公部門在提升服務品質與顧客滿意度有些許建議及參考。

關鍵字

服務品質 ； 顧客滿意度 ； 公部門

並列摘要

Rapid changes in the social environment, the political development booming, people for the government (public sector) policy and service quality requirements are increasingly improved, so how to meet people's expectations and enhance the administrative efficiency of the public sector is important issue of current government. Therefore, government departments should not only satisfy the public demand, greater emphasis should be improving the quality of products and services, and to innovation and breakthrough.
This study is for the people of Xinying district office in Tainan City for service quality and satisfaction of empirical research, People understand the public's expectations for the district office level of quality of service and the relationship between satisfactions
Finally, this study hope to get the results of the study, the public sector in enhancing service quality and customer satisfaction, can provide some advice and reference. The results are: (1) Service quality and customer satisfaction as a significant positive influence, (2) Service innovation on core competencies into a significant positive influence, (3) Service innovation as a significant positive impact on customer satisfaction, (4) Service innovation impact on service quality have a significant moderating effect of customer satisfaction.
Finally, this study hope to get the results in enhancing service quality and customer satisfaction, and it can be provided some advice and reference.

並列關鍵字

service quality ； customer satisfaction ； public sector

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