建構新竹縣政府人事人員服務品質指標之研究—以TOPSIS與模糊層級分析法為分析途徑

A Study on Construction the Service Quality Indicators of Personnel staff in Hsinchu County：TOPSIS and Fuzzy Analytic Hierarchy Process as Analytic Approach.

任秋玲(CHIU-LING JEN)

指導教授 ： 陳殷哲

國立清華大學/竹師教育學院/人力資源與數位學習科技研究所/碩士(2017年)

摘要

在面對劇烈變動之環境與挑戰，當前公務人力資源管理策略由傳統靜態的人事行政，轉型為具前瞻性的動態策略性人力資源管理，人事服務重點項目應回歸到「人」的服務，除了追求專業服務品質外，應致力於提供服務與關懷，營造友善的工作環境。
本研究之目的旨在建構新竹縣政府人事人員服務品質之關鍵指標，透過文獻分析探討，參考PZB 服務品質模式之SERVQUAL量表萃取出5個服務品質構面與21個服務品質評估項目，建構出「新竹縣政府人事人員服務品質指標」之層級結構，運用模糊層級分析法兩兩成對比較評估各項構面及指標的權重；本研究進一步利用TOPSIS評估法請專家進行新竹縣政府人事人員服務品質指標項目之問卷填寫後進行評估項目之優劣排序，藉以作為渠等人員教育訓練與績效評核及資訊系統修正或擴充之參考依據，以茲提高人事人員服務品質。
分析結果發現，在新竹縣政府人事人員服務品質構面權重排序為可靠性(0.323)＞有形性(0.209)＞反應性(0.163)＞保證性(0.159)＞同理心(0.146)；而應用差勤管理系統，提供便捷服務(0.678)、申辦案件及人事資料維護能夠正確並留有紀錄(0.652)、人事人員能持續創新與簡化業務流程，提供簡便申辦程序(0.654)、人事人員能夠熟稔人事法規與靈活運用(0.654)及人事人員對於同仁申請案件能有效溝通，建立友善互動關係(0.569)等五項指標要素，分別為有形性、可靠性、反應性、保證性及同理心等五大項指標構面之最重要指標要素。
服務品質之提昇是政府部門維持競爭力非常重要的一環，因此，透過本研究有助於瞭解專家選擇考量的權重後，取得衡量新竹縣政府人事人員服務品質所需考量及注重之要素及指標的重要性排序，針對關鍵性的影響因素投入心力，進而改善並提昇服務品質，獲取更高的評價。

關鍵字

服務品質 ； 模糊層級分析法 ； TOPSIS ； 人事人員

並列摘要

In the face of an ever-changing environment and challenges, contemporary human-resources management strategies have developed from traditional static personnel administration to forward-looking and dynamic strategic human resources management. Such strategies now emphasize “human-oriented” services, and, in addition to the pursuit of professionalism, they strive to create a caring and friendly working environment.
The purpose of this study was to establish service quality indicators for the staff of the Department of Personnel of the Hsinchu County Government. After reviewing relevant literature, the five dimensions and 21 items of the SERVQUAL scale from the PZB service quality model were adapted to establish the hierarchical structure of the Service Quality Indicators for the Department of Personnel, Hsinchu County questionnaire. Then, the dimensions and items were categorized in pairs, and their weights were evaluated through fuzzy hierarchical analysis. Furthermore, to implement the Technique for Order of Preference by Similarity to Ideal Solution (known as the TOPSIS method), experts were invited to evaluate and rank the items of the completed questionnaires. This ranking could serve as a reference for the training and performance evaluation of staff in the Department of Personnel and the adjustment and expansion of the information system; this would enhance the service quality of staff from the Department of Personnel.
Analysis revealed the following order of the weights of the dimensions (from high to low): reliability (0.323) > tangibility (0.209) > responsiveness (0.163) > assurance (0.159) > empathy (0.146). For the attendance management system, the most critical indicators for the dimensions of tangibility, reliability, responsiveness, assurance, and empathy were convenient and expedited services (0.678), accurate and documented service applications and personnel records maintenance (0.652), continued innovation and the simplification of service and application procedures (0.654), familiarity with and flexible use of personnel regulations (0.654), and effective communications and friendly interactions (0.569), respectively.
The improvement of service quality is essential for maintaining competitiveness in governmental agencies. Therefore, the expert-evaluated weights in this study will be instrumental for the Hsinchu County Government to gain more insight into the factors that affect the service quality of its Department of Personnel staff and the relative ranking of the various indicators. This study is expected to help the Hsinchu County Government to invest the appropriate efforts in identifying the key factors to improve and enhance service quality and strive for higher acclaim.

並列關鍵字

Service Quality ； Fuzzy Analytic Hierarchy Process ； TOPSIS ； Personnel staff

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