- 學位論文
政府電子化網站服務品質與民眾滿意度關係之研究-以高雄市政府消防局網站為例
The Research between the Quality of E-Government Service and the Satisfaction of Citizens: An example of Fire Bureau, Kaohsiung City
摘要
世界經濟論壇（WEF）於2013年公布資訊科技評比報告(Global Information Technology Report)中，一項「政府對資訊科技應用推廣的成功度」指標，台灣排名更是榮獲全球第7，顯示台灣政府推動網路應用資訊科技的成熟度，但是這不是政府單方面的認同就好，民眾對於政府網站服務、內容的觀感如何? 本研究將以服務品質的角度出發，並以高雄市政府消防局網站為探討對象，針對有使用「高雄市政府消防局網站」經驗的民眾，對於該網站之服務品質評價是否存在使用前認知與使用後實際的差異性，進而影響民眾滿意度。本研究對象是以高雄市市民為研究母體，惟受訪民眾需要有使用過高雄市政府消防局網站經驗者始可成為研究對象，抽樣的方式採取便利抽樣，本研究先利用敘述性統計分析、t 檢定、變異數分析、迴歸分析，研究結果： 一、人口統計變項的差異會影響服務品質認知。 二、民眾使用電子化政府入口網站的前的服務品質認知與實際使用後的服務品質感受有差異。 三、民眾對於電子化政府入口網站服務品質、滿意程度存在相關性。
並列摘要
According to Global Information Technology Report in 2013, World Economic Forum, it showed that Taiwan ranked 7th place of Government success in Information and Communication Technologies (ICTs) promotion, which meant how successful Taiwan government promoted the network information technology. Not only the government agree, but the citizens feel about the service and content of government network This research was adopted by service quality to explore the citizens who had experienced the website of Fire Bureau, Kaohsiung City. Besides, it discussed if the value of service quality between before used and after used could affect citizens' satisfaction. The participants of this research who had experienced the website of Fire Bureau, Kaohsiung City were selected in Kaohsiung city. Based on the convenience sampling, this research was conducted by descriptive statistics, t-test, regression analysis, analysis of variance. The results are as follows: 1. The differences of demographics could affect perceived service quality. 2. There is difference between perceived service quality which before citizens had experienced e-government website and after they had done. 3. There is the relationship between the service quality of e-government website and citizens’ satisfaction for citizens in Kaohsiung.