行政機關單一窗口顧客滿意度之研究－以經濟部中部辦公室公司登記業務為例

A Study on Costomer Satisfaction of One-Stop Service in Administration－The Case of Company Register in Central Region Office, Ministry of Economic Affairs

李宛茹(Wan-Ju Lee)

指導教授 ： 蔡碩倉

亞洲大學/管理學院/經營管理學系碩士班/碩士(2004年)

摘要

本論文研製之動機係因人民生活與教育水準提高，對於服務品質之要求亦隨之提高。行政機關推動提升服務品質方案，期能滿足顧客之需求。對於率先採用多功能櫃檯單一窗口受理複雜之公司登記案件，是否能提高顧客滿意度，值得深入探究。本文研究目的為瞭解經濟部中部辦公室公司登記業務服務流程作業現況及問題、探討顧客對於公司登記業務單一窗口所重視的服務品質、實際感受服務滿意程度，檢討服務滿意度內容，並提出修正建議。
本文係根據Parasuraman, Zeitham ＆ Berry三位學者歸納之「SERVQUAL」量表，以前往單一窗口申辦公司登記案件之顧客，為問卷調查抽樣對象，並依照管理者（員工）認知的顧客期望服務水準，提出公司登記業務單一窗口服務品質屬性構面，衡量顧客對單一窗口所期望的服務品質和自身實際感受的服務水準，以求出顧客在服務品質上期望與實際的差距，並得出以下結論：
一、顧客所感受到服務品質之滿意度「反應性」、「確實性」、「關懷性」等三個構面之平均數，較「可靠性」及「有形性」為低。
二、人口統計變項，與顧客滿意度差異，皆於「反應性」、「確實性」與「關懷性」三個構面。

關鍵字

單一窗口 ； 服務品質 ； 反應性 ； 平均數 ； 確實性 ； 有形性 ； 滿意度 ； 顧客滿意度

並列摘要

Essentially, in developed and developing society, the demand level of service quality is raising when people’s living and education standards are increasing gradually in the meantime. As a result, the government agencies, actively or passively, would reorganize and establish the new operation packages to promote service quality. In order to put up the customer satisfaction, some of government agencies have modified traditional multiple counter/section procedures in complicated company registration to one-stop service （registration）station. Hence, the major research motivation is to find out whether the process change actually augument customer satisfaction. Further- more, the concrete objectives of research are to study Central Region Office’s, Ministry of Economic Affairs, new operation status（one-stop registration）, customer expectation of service, the actual quality experience, the contents of satisfaction and make recommendations.
According SERVQUAL measurement, summaried by Parasuraman, Zeitham ＆Berry, questionnaire was designed and sampled. Then, the study were accompliched with all significant definition of service quality dimensions（one-stop registration）. After data collection and analysis, the customer expectation and actual experience at one-stop registration was measured out , and gap between expection and experience was assessed also. Finally, the following conclusions were drawn （1）In actual experience analysis of customer satifaction, the average of responsiveness, convenicence and courtesy are higher than relialility and tangibility . （2）Comparing the variations of polulation statistics, the major deviations of customer satisfaction are from responsiveness, convenience and courtesy.

並列關鍵字

one-stop service ； service quality ； after ； data ； costomer satisfaction

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