行政機關服務品質滿意度之研究-以臺北市大同區公所好便利櫃檯為例

A Study On Service Quality And Satisfaction – The Full Service Counter Of Datong District Office In Taipei

廖泓瑋(Hung-Wei Liao)

指導教授 ： 張世賢

國立臺北大學/公共事務學院/公共行政暨政策學系/碩士(2012年)

摘要

本研究係參考Parasuraman, Zeithaml and Berry所提出之服務品質模式(PZB)，對臺北市大同區公所好便利櫃檯之洽公民眾進行服務品質滿意度研究，以瞭解民眾對於區公所好便利櫃檯服務品質之期望程度與實際感受程度間的關係，並以缺口五-期望的服務與知覺的服務間的缺口為本論文的研究目的，在不增加員額的前提下，提出建議以提升服務品質。
本研究用五個服務品質構面來衡量服務品質：有形性、可靠性、即時反應性、保證性及關懷性。
研究發現洽公民眾事前期望的服務水準與事後認知的服務水準之間存在顯著差異，並且五個服務品質構面間亦存在顯著差異。
本研究提出提升服務品質之建議包括：
1.定期檢查相關硬體設施及動線規劃。
2.建立完善的案件追蹤制度及意見回饋系統。
3.提升服務人員之專業，辦理相關教育訓練。
4.強調「同理心」、「耐心」、「歡喜心」的組織文化。
5.加強民眾個人資料保護，防止民眾個人資料外洩。

關鍵字

服務品質 ； 滿意度

並列摘要

This study, based on the model of service quality that proposed by Parasuraman, Zeithaml and Berry, aims to examine the relationships between the degree of expectation and satisfaction based on service quality model. The focus of the study is to understand the service quality and satisfaction of the full service counter of the Datong District Office in Taipei. The purpose of this study will also explore the gap between the service which has been pre-expected and the service which has been perceived, and I will suggest how to improve service quality without recruiting employees.
This study uses five dimensions to evaluate service quality, including tangibles, reliability, responsiveness, assurance and empathy.
The results of this study have shown that there are remarkable differences on the five service quality dimensions and differences between the service which has been expected and the service which has been perceived.
I suggest that there are several methods to improve service quality, as follows:
1.Checking up the equipment and the route regularly.
2.Building up well-prepared case follow-up system and
feedback system.
3.Holding several relative educational training
courses to promote employees professional skills.
4.Establishing an organizational culture with
“empathy”, “patience” and“enthusiasm”.
5. Keeping personal information safely.

並列關鍵字

Service Quality ； Satisfaction

參考文獻

丘昌泰，2000，《公共管理－理論與實務手冊》。台北：元照出版有限公司。

林公孚，2001，＜做好顧客滿意度的方法＞，《品質月刊》，37（5）：86-88。

林耀南，2010，＜服務品質、體驗價值、關係品質與顧客忠誠度關係之研究＞，《復興崗學報》，99：103-123。

徐承毅等，2009，＜以PZB模式探討3C通路商服務品質之研究＞，《東亞論壇》，466：69-84。

許嘉霖，2009，＜提升服務品質的思維與作法＞，《品質月刊》，45（2）：29-37。