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Title: Assessment “GAP” of Public Services in Districts Level of Hai Duong
Assessment “GAP” of Public Services in Districts Level of Hai Duong
Authors: 鄭文善
Trinh Van Thien
Contributors: 經營管理研究所
王昭雄;李勝榮(Jau-Shyong Wang;Sheng-Jung Li)
Keywords: Customer’ Satisfaction, Public sector, District level, Servqual model
Customer’ Satisfaction, Public sector, District level, Servqual model
Date: 2013
Issue Date: 2013-05-24 16:44:43 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract: N/A
This study focuses on customer satisfaction with service quality attributes. Using self-rate questionnaire to investigate overall customer satisfaction and factor that influence public users’ satisfaction. Data were analyzed d using descriptive, Mean, St.D, and T-test. One main finding reported that customer is not much satisfied yet with public service.
In order to improve the quality of public services, it is important to understand what elements are most important in determining satisfaction with a public service transaction – the key drivers. The main objective of this research was to identify a set of elements that might have an impact on satisfaction with different public services, and to use the experiences of a representative sample of the general public to ask whether a generic set of key drivers can be found.
The research model used is SERVQUAL, the research data are analyzed using SPSS.
Author going to survey a representative sample of many members of the general public. This includes public service in level districts of Hai Duong. The sample for the survey will take in 2012.
Appears in Collections:[經營管理研究所] 博碩士論文

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