公部門強化服務品質之關鍵成功因素─以善化區公所為例

The public sector to strengthen the critical success factors of service quality-Shanhua District Office

湯明卿(MING-CHING TANG)

指導教授 ： 謝介仁 ； 哈冀連

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2012年)

https://doi.org/10.6833/CJCU.2012.00018

摘要

社會環境變遷快速，政治發展日益蓬勃，民眾對於政府(公部門)的施政作為與服務品質的要求也日漸的提高，因此如何滿足民眾的期望，提昇公部門的行政效率，是當前政府所面臨的重要課題，創造令民眾滿意的政府，政府部門不僅要滿足民眾之需求，更要重視產品與服務品質的提升，並且力求創新與突破。
本研究採用層級分析法（AHP）評價公部門強化服務品質的關鍵成功因素。層級分析法（AHP）是用於確定各評價因素的水準。第一階層是強化服務品質關鍵成功因素，在第二階層有5個評價構面和第三階層的20個評價標準。同時，以層級分析法的正式問卷設計並作進一步研究。
在第二階層的5個評價裡，專家認為其重要依序為服務方式、服務人員、時間、設施與位置、服務或商品。基於第二階層研究產生的20個評價標準為第三階層。其中20個評價標準重要依序為完整及適合性、服務的項目、符合顧客要求、環境的整潔程度、服務的態度和正確性、地點之便利性、禮貌與儀容、等候時間、服務回應與接待、顧客的尊重、商品的種類、回應時間、設施的維護、預定時間、後續服務、服務的一致性、事後服務時間、理解及溝通能力、設施的安全性、保證時間。

關鍵字

公部門 ； 服務品質 ； 關鍵成功因素 ； 層級分析法

並列摘要

Fast, social environment and political development is booming, the public policy of the government (public sector) as service quality requirements are also increasingly improve, how to meet people's expectations, to enhance the administrative efficiency of the public sector is currently faced by the Government important issue, and create to make people satisfied with the government, government departments not only to meet the demand of the people should pay more attention to improving the quality of products and services, and to innovation and breakthrough.
In this study, the critical success factors of the Analytic Hierarchy Process (AHP) to evaluate the public sector to enhance service quality. The Analytic Hierarchy Process (AHP) is used to determine the standards of evaluation factors. The first class is to enhance the critical success factors of service quality in the second class of five evaluation dimensions and the third class of 20 evaluation criteria. At the same time, the formal design of the questionnaire of the Analytic Hierarchy Process and for further study.
5 evaluation of the second class, experts believe that an important order of the service mode, service personnel, time, facilities and location, service or commodity. 20 evaluation criteria based on the research of the second class to third class. 20 evaluation criteria important sequence for the integrity and suitability for service projects, in line with customer requirements, environmental cleanliness, attitude and accuracy of the service, the convenience of the location, courtesy and appearance, waiting time, service response and reception , customer respect, the type of goods, response time, the maintenance of the facility, scheduled follow-up services, service consistency, and after the service time, understanding and communication skills, facilities security, to ensure that time.

並列關鍵字

Public sector ； service quality ； critical success factors ； the Analytic Hierarchy Process (AHP)

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