近年來,民眾主觀意識抬頭,服務品質的觀念受到很大的關注。因此,政府也將品質管理(Quality Management)的方法引進交通部所屬各地方監理單位,藉此改善行政機關的辦事效率和服務品質滿意度,這是監理部門目前需要重視的課程。本研究主要是探討目前監理單位提供的服務是否達到民眾滿意。 關於服務品質滿意度的研究,許多學者已提出非常多,不同理論與概念各有千秋,展現結果也不同。但目的是一致的,就是要探討出民眾不滿的部分加以改善,民眾滿意的部分繼續保持。本研究應用 Parasuraman, Zeithaml and Berry(1985)服務品質模式內的五大構面設計SERVQUAL量表型式,以問卷方式收集再以統計分析SPSS、重要-表現程度分析法(Importance Performance Analysis, 簡稱 IPA)加以分析判讀,可以了解那些問題必須改善,那些服務可以繼續保持。結果發現停車空間及車輛動線標示安排、申辦各項業務的引導指標或動線安排、能迅速有效的處理民眾抱怨的事項此為改善重點區;18至29歲之間的大學生對監理服務重視程度、服務滿意度均相對較高。
The concept of service quality has received a lot of attention in recent years. Therefore, the government also introduces quality management approach to the Motor Vehicles Office in the Ministry of Transportation and Communications in order to improve its efficiency and customer satisfaction. The objective of this study is to investigate whether the current services provided by the Motor Vehicles Office is able to achieve public satisfaction. This study uses the service quality model developed by Parasuraman, Zeithaml and Berry (1985) to gather public opinions on the Motor Vehicles Office’s service quality and their satisfaction. In addition, Importance Performance Analysis (IPA) method is used to determine which service quality items are needed for immediately improvement. The result of this study finds that “parking space and direction arrangement”, “application guideline and process arrangement”, and “quick response of public complaints” are the top three quality service items for future improvement. Furthermore, college students in the age between 18 and 29 have relatively high level of expectation and satisfaction on the Motor Vehicles Office‘s service quality.