The Exploration of Constructing Public Service Quality Evaluation Indicators

公共服務品質評估指標建構之初探

傅彥凱(Yan-Kai Fu)

《中華技術學院學報》 37期 (2007/12) Pp. 201-213

https://doi.org/10.7095/JCIT.200712.0201

摘要

隨著政府職能不斷的擴張，以及民眾參與公共事務的日益頻繁，如何滿足民眾迫切的需求將是政府未來施政的考量重點。基此，為了有效衡量政府所提供的服務品質是否符合民眾的期待，本研究根據Parasuraman, Zeithaml, & Berry 三位學者所提出的服務品質決定性因素架構，再依據公務機關的服務特性加以修改擴充，嘗試建構可以實際衡量我國公共服務品質的評估指標。本研究分別從服務態度、專業知識、服務內涵、人員素質、與服務設備五大構面加以探討，進一步提出33 項公共服務品質的具體評估指標，供政府參考，俾利於全體民眾。

關鍵字

服務品質 ； 公共服務品質 ； 公共服務品質評估指標

並列摘要

With the expansion of the government's responsibilities and capabilities, and increasing frequency of the civil participation to public affairs, the research hopes to establish the public service quality evaluation indicators to review the quality of governmental services effectively. Thus, the paper is to apply and adjust the ”Service Quality Decisive Dimension”, which was stated by Parasuraman, Zeithaml, and Berry, and with characteristics of our public offices for further revision and expansion, in order to conduct the evaluation indicators which may truly evaluate the service quality of our government. The indicators are categorized as 5 parts: the service attitude, the professional knowledge, service substance, the employee quality, service equipment, and 33 particular evaluation indicators of the public service quality. The purpose is to increase competitiveness of administrative organs and to bring benefit to the public.

並列關鍵字

Service Quality ； Public Service Quality ； Public Service Quality Evaluation Indicators