鄉公所為我國行政機關中最基層之公共事務管理機關,也是民眾最常接受公務服務的場所。鄉公所服務品質除了提供基本的硬體環境設施之外,機關人員的服務態度亦是決定民眾洽公滿意與否的關鍵因素。因此,如何提升鄉公所行政服務品質便成為地方行政官員首要的施政目標。有鑑於此,本研究的目的主要有二項:一是以崙背鄉公所為例,採用SERVQUAL服務品質量表來探討與衡量崙背鄉公所的服務品質與滿意度;另一是探討不同受訪者資料變項對崙背鄉公所之服務品質及滿意度是否有明顯之差異。本研究利用統計分析方法,分析民眾滿意度及民意傾向,縮減民眾期望的落差,提高鄉公所整體服務滿意度,提供領導者建立一個貼近民意與高品質服務的施政機關。
Township office is the lowest level of public administration and is one of the most frequent visiting places in the public service. The service quality of the township office not only depends on the facilities and environment it provides, but also depends on the attitude of its staffs. How to increase township office’s service quality has become an emergent issue for local administrators. Hence, the objective of this study is two-fold: first, take Lunbei township in Yunlin county as an example and use SERVQUAL method to measure its quality service and satisfaction; second, to investigate the differences of quality service and satisfaction in different respondent’s characteristics. Hopefully, the result of this study can be reference for Lunbei township’s administrators in improving its service quality and satisfaction.