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The Research of Enhancing Governmental Institute Service Quality and Citizen’s Satisfaction - A Case Study of Zuoying District Office in Kaohsiung
PZB;Customers of immigration;Service Quality;Service Quality Gap Mode;SERVQUAL
|Issue Date: ||2011-05-23 13:41:55 (UTC+8)|
Nowadays, almost every country puts efforts on internal process reengineering work to enhance the work effectiveness of administrative process in the government, for the purpose of gathering much more supporting from the citizen and consolidating the governance. Thus, how to enhance the service quality and win the citizen’s supporting are definitely the main issues for the governor to consider. The responsibility of the district office is mainly on providing service to citizen and complying with the city governmental policy. Moreover, with the above efforts, the district office hopes to reach the goal of enhancing effectiveness of the administrative affairs in the district, promoting self governance to everywhere for improving the service quality of the servant and benefiting all citizens. This study is to discuss the citizen satisfaction toward the service of Zouying district. Taking the Zouying citizen and the servants in the Zouying District Office as the study subjects tries to shape out what work attitude the governmental servants should have to have better service quality and citizen satisfaction.
Based on the concept of service quality in PZB theory and modified the quality concept model of SERVOUAL to evaluate the service quality in the Zouying District Office. The available questionnaires are analyzed with the SPSS statistic packaged software. The study focused only on service gap 1 and gap 5 of the service quality in PZB theory.
The research analysis proved the following statements:
1.The service quality in the Zouying District Office. A significant gap between what citizens expected and what Zouying District Office provided. The Zouying District office provided much better service than citizens expected.
2.A positive connection between the citizen’s cognition toward the service quality and the citizen satisfaction. The better service quality the citizens feel, the higher satisfaction they have.
3.The study result shows the minor difference between the different genders of requested citizens and the satisfaction of service quality. That means the different genders will have minor influence toward the result of citizen satisfaction.
4.The study result shows no significant difference between the requested citizen with different career and the satisfaction of service quality. That means the requested citizens with different careers do not influence on the result of the citizen’s satisfaction.
|Appears in Collections:||[經營管理研究所] 博碩士論文|
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