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研究生:鄭文善
研究生(外文):Trinh Van Thien
論文名稱:Assessment “GAP” of Public Services in Districts Level of Hai Duong
論文名稱(外文):Assessment “GAP” of Public Services in Districts Level of Hai Duong
指導教授:王昭雄;李勝榮
指導教授(外文):Jau-Shyong Wang;Sheng-Jung Li
學位類別:碩士
校院名稱:樹德科技大學
系所名稱:經營管理研究所
論文出版年:2013
畢業學年度:101
語文別:英文
論文頁數:78
中文關鍵詞:Customer’ SatisfactionPublic sectorDistrict levelServqual model
外文關鍵詞:Customer’ SatisfactionPublic sectorDistrict levelServqual model
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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.

ABSTRACT i
ACKNOWLEGEMENTS ii
TABLE OF CONTENT iii
List of Tables vi
List of Figures vii
Chapter 1 Introduction 1
1.1.Research background 1
1.1.1.About Hai Duong Province 3
1.1.2.Public service in Hai Duong and Vietnam in general. 4
1.2.Research motivation 5
1.2.1.The important of service quality and customer satisfaction 6
1.2.2.Problem discussion. 7
1.3.Research objectives. 11
1.4.Research procedures. 13
Chapter 2: Literature Review 14
2.1.Service quality 14
2.1.1.The Concept and Measurement of Service Quality Model. 15
2.2.Public service quality. 17
2.2.1.Quality securing systems in state institutions 17
2.2.2.Public service in district level of Hai Duong. 19
2.3.Customer satisfaction. 21
2.3.1.Customer satisfaction. 22
2.3.2.The role of expectations and perceptions 24
2.4.Relationship of service quality and customer satisfaction. 26
Chapter 3: Research Methodology 29
ABSTRACT i
ACKNOWLEGEMENTS ii
TABLE OF CONTENT iii
List of Tables vi
List of Figures vii
Chapter 1 Introduction 1
1.1.Research background 1
1.1.1.About Hai Duong Province 3
1.1.2.Public service in Hai Duong and Vietnam in general. 4
1.2.Research motivation 5
1.2.1.The important of service quality and customer satisfaction 6
1.2.2.Problem discussion. 7
1.3.Research objectives. 11
1.4.Research procedures. 13
Chapter 2: Literature Review 14
2.1.Service quality 14
2.1.1.The Concept and Measurement of Service Quality Model. 15
2.2.Public service quality. 17
2.2.1.Quality securing systems in state institutions 17
2.2.2.Public service in district level of Hai Duong. 19
2.3.Customer satisfaction. 21
2.3.1.Customer satisfaction. 22
2.3.2.The role of expectations and perceptions 24
2.4.Relationship of service quality and customer satisfaction. 26
Chapter 3: Research Methodology 29
3.1.Research framework 29
3.2.Research hypothesis. 33
3.3.Questionnaire Design 34
3.4.Research methods 35
3.4.1.Quantitative methods. 35
3.4.2.Satisfaction surveys 35
3.5.Analysis method. 38
Chapter 4: Research Result 40
4.1.Description of Data 40
4.2.Result GAP of customers’ expectation and perception level towards service quality in public service. 42
4.2.1.Tangibility 42
4.2.2.Reliability 43
4.2.3.Responsiveness 44
4.2.4.Assurance 45
4.2.5.Empathy 46
4.3.Overall customer satisfaction towards service quality 48
4.4.Servqual Gap between customers’ expectation and perception level towards service quality of Public service in Hai Duong district level. 49
4.5.Results of Paired T-test 50
4.5.1.Overall comparison Customers’ Expectation and customers’ perception 50
4.5.2.T- test with 5 dimension 51
4.6.Adjust model and hypothesis 54
4.7.Potential to return use public services. 55
CHAPTER 5: CONCLUSION 56
5.1.Conclusion 56
5.2.Implication of thesis 57
ABSTRACT i
ACKNOWLEGEMENTS ii
TABLE OF CONTENT iii
List of Tables vi
List of Figures vii
Chapter 1 Introduction 1
1.1.Research background 1
1.1.1.About Hai Duong Province 3
1.1.2.Public service in Hai Duong and Vietnam in general. 4
1.2.Research motivation 5
1.2.1.The important of service quality and customer satisfaction 6
1.2.2.Problem discussion. 7
1.3.Research objectives. 11
1.4.Research procedures. 13
Chapter 2: Literature Review 14
2.1.Service quality 14
2.1.1.The Concept and Measurement of Service Quality Model. 15
2.2.Public service quality. 17
2.2.1.Quality securing systems in state institutions 17
2.2.2.Public service in district level of Hai Duong. 19
2.3.Customer satisfaction. 21
2.3.1.Customer satisfaction. 22
2.3.2.The role of expectations and perceptions 24
2.4.Relationship of service quality and customer satisfaction. 26
Chapter 3: Research Methodology 29
3.1.Research framework 29
3.2.Research hypothesis. 33
3.3.Questionnaire Design 34
3.4.Research methods 35
3.4.1.Quantitative methods. 35
3.4.2.Satisfaction surveys 35
3.5.Analysis method. 38
Chapter 4: Research Result 40
4.1.Description of Data 40
4.2.Result GAP of customers’ expectation and perception level towards service quality in public service. 42
4.2.1.Tangibility 42
4.2.2.Reliability 43
4.2.3.Responsiveness 44
4.2.4.Assurance 45
4.2.5.Empathy 46
4.3.Overall customer satisfaction towards service quality 48
4.4.Servqual Gap between customers’ expectation and perception level towards service quality of Public service in Hai Duong district level. 49
4.5.Results of Paired T-test 50
4.5.1.Overall comparison Customers’ Expectation and customers’ perception 50
4.5.2.T- test with 5 dimension 51
4.6.Adjust model and hypothesis 54
4.7.Potential to return use public services. 55
CHAPTER 5: CONCLUSION 56
5.1.Conclusion 56
5.2.Implication of thesis 57
5.3.Limitation of thesis 57
5.4.Recommendations for future studies 58
References 59
APPENDIX 1: QUESTIONNAIRES IN ENGLISH 62

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