企業型政府追求的是品質,因此如何將品質管理引進公部門,藉此改善公部門的行政效率和服務品質為目前公部門機關推行活動之重點。本研究針對花東地區已實施全面品質管理的機關,探討公部門全面品質管理的背景與影響因素,以及全面品質管理引進公部門後的作用和影響。本研究以花東地區曾經推行全面品質管理活動及目前正在推行品質改善活動之公部門機關為研究對象,以各機關負責推動品質管理人員及至各機關洽公之民眾為問卷調查對象,機關員工問卷之有效樣本數為416份,洽公民眾問卷之有效樣本數為243份。研究結果發現,機關員工與洽公民眾在各服務項目之滿意度並不相同,而組織文化、員工工作滿足與機關別顯著影響公部門全面品質管理之推動,且公部門全面品質管理的實施也顯著影響機關員工與洽公民眾對於公部門之服務品質滿意度。
What entrepreneurial government seeks for is quality, and the implementation of quality management plays an important role for public sectors to improve the efficiency and service quality of administrational operation. This study investigates the background, cause and effect of total quality management in public sectors. We conducted a questionnaire survey of five public sectors in the eastern area of Taiwan that have been carried out the total quality management project or that are undertaking relative project. 416 valid questionnaires were received from public officials and 243 valid questionnaires from the populace consulting with the public sectors. The results show that there is a gap of service quality satisfaction between officials and populace; significant differences exist in total quality management across organizational culture, job satisfaction, and classification of agency; the implementation of total quality management will effect significantly the service quality satisfaction of officials and populace.