服務品質的概念多年來一直很受到大家的注意,不僅在服務業,連政府公家機關也積極在推展。近些年由於台灣民主制度的長足進步,民眾意識的抬頭,使得民意代表的服務品質也越來越受到要求與重視。民意代表由於有選舉連任的壓力,因此也必須加強其本身的服務品質以及增加民眾的滿意度。有鑑於此,本研究特別針對農業鄉鎮之地方民意代表來進行調查以了解其服務品質與民眾之滿意度。 本研究的目的主要有二項:一是以雲林縣西螺鎮為例,採用SERVQUAL服務品質量表的五個構面:有形性、可靠性、反應性、保證性及關懷性,來探討與衡量其民意代表的服務品質與滿意度;另一是探討不同受訪者資料變項對農業鄉鎮地方民意代表之服務品質及滿意度是否有明顯之差異。希望本研究之研究結果可提供地方民意代表在提升自身服務品質的參考方向。
The idea of service quality has received everyone‘s attention for numerous years. Not only the service industries but also government agencies spend aggressive effort in its promotion. Recently, the democracy has been improved remarkably in Taiwan. The rising awareness of the public also makes the service quality of elected councilors highly demanded and emphasized more and more. For the elected councilors, due to their pressure of continuous tenures, they must improve their own service quality and the satisfaction of the public. As such, this research especially focuses on the locally elected councilors in agricultural townships to explore the service quality of elected councilors and the satisfaction of the public. This research is themed with two topics. One is taking the Siluo Township in the Yunlin County for example. The research is conducted by using the 5 dimensions of SERVQUAL Service Quality Scale, namely tangibility, reliability, responsiveness, guarantees and care to evaluate the service quality of elected councilors and the satisfaction of the public. The other one is purposed to explore whether there is any significant difference existing in the service quality and satisfaction revealed by different respondents. Hopefully, this research can allow upcoming research effort with the direction to promote the service quality and satisfaction among elected councilors.