本研究旨在探討六堆客家族群對政府客家施政的意向。應用Parasuraman、Zeithaml 與 Berry(簡稱PZB)等三位學者所建構之「服務品質模式」做為理論架構,SERVQUAL量表做為研究工具,並以客家施政計畫相關政策內容特性修改成為符合本研究之「政府客家施政品質量表」。研究方法採問卷調查法,以六堆客家族群為研究對象,透過滾雪球抽樣的方式,回收有效問卷數量338份,經SPSS19.0中文版統計套裝軟體進行因素分析、信度檢定、敘述性統計分析、t檢定、單因子變異數分析、Pearson積差相關及多元迴歸分析等資料分析方法進行分析與驗證。 研究結果及發現如下: 一、六堆客家族群對政府客家施政的期望程度屬中上程度。 二、六堆客家族群對政府客家施政的認知程度及整體滿意程度屬中等程度。 三、六堆客家族群對政府客家施政其期望與認知施政品質間存在缺口。 四、不同背景變項(年齡、職業、居住區域)的六堆客家族群對期望施政品質有顯著差異。 五、不同背景變項(年齡、居住區域)的六堆客家族群對認知施政品質有顯著差異。 六、不同背景變項(年齡、學歷、居住區域)的六堆客家族群對整體滿意度有顯著差異。 七、期望施政品質與認知施政品質達顯著正相關且期望施政品質對認知施政品質有顯著正向的影響。 八、認知施政品質與整體滿意度達顯著正相關且認知施政品質對整體滿意度有顯著正向的影響。 九、期望與認知施政品質之缺口與整體滿意度達顯著負相關且期望與認知施政品質之缺口對整體滿意度有顯著負向的影響。 根據以上分析結果與研究發現,提出些許具體建議,以提供政府客家施政計畫政策內容制定之方向參考,期能對政府客家施政之實行有所助益。
This study aims to explore Liudui Hakka ethnic groups’ perception toward Hakka policy. It is based on the PZB model of service quality, with the SERVQUAL scale as the research instrument. The scale of Hakka policy quality in this study was adjusted from the content of Hakka policy programs. A questionnaire survey was conducted as the research method. The targets were Liudui Hakka ethnic groups, who were picked through snowball sampling. The data of the 338 valid questionnaires were analyzed by SPSS version 19.0 to conduct factor analysis, reliability test, descriptive statistics, t-test, one-way ANOVA, Pearson correlation and multiple regression analysis. The findings based on the results of the research are as follows: 1.Liudui Hakka ethnic groups’ expectation toward Hakka Policy is above the average. 2.Liudui Hakka ethnic groups’ perception and entirety satisfaction toward Hakka Policy is on average. 3.There are some gaps between Liudui Hakka ethnic groups’ expectation and perception toward Hakka Policy. 4.The difference between Liudui Hakka ethnic groups’ age, occupation, and living area had significant difference on their expectation of policy quality. 5.The difference between Liudui Hakka ethnic groups’ age and living area had significant difference on their perception of policy quality. 6.The difference between Liudui Hakka ethnic groups’ age, education level, and living area had significant difference on entirety satisfaction. 7.The expectation and perception of policy quality had significant positive correlation and the expectation of policy quality toward the perception of policy quality had significant positive effect. 8.The perception of policy quality and the entirety satisfaction had significant positive correlation while the perception of policy quality toward entirety satisfaction had significant positive effect. 9.The gap between expectation and perception of policy quality and entirety satisfaction had significant negative correlation. The gap between expectation and perception of policy quality toward entirety satisfaction had significant negative effect. Based on the above findings, specific recommendations were proposed for the formulation of Hakka policy programs. It is hoped that the study will benefit Hakka policy implementation.
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