臺灣博碩士論文加值系統

政府存在的功能就是提供管理、服務與滿足民眾的需求，當民眾滿意度下降時，領導者對施政方向就容易出現矛盾思維。如何找出關鍵服務品質，以最少的資源，創造最大的效益，實為主政者之企盼與責任。本研究以行政機關田中鎮公所為對象，探討民眾對於行政機關辦理各項服務案件的看法與評價，並以設定議題與自由意見填寫等問卷方式，以具體資料清楚分析民眾需求與滿意度指標。有別於一般衡量民眾對政府機關傳統問卷調查，本研究以SERVQUAL量表為問卷架構，提出36個題目4種問項的問卷調查方式，並整合利用kano二維模式歸類出民眾對服務品質屬性分類選項，並將這些指標透過IPA（Important-Performance Analysis）分析法找出重要度與滿意度指標分佈狀況，以更清楚地瞭解民眾的聲音與喜好走向，進一步歸納出重點並改善服務品質，藉此技術、方法得以找出關鍵品質，創新服務方法、滿足民眾需求與提高整體滿意度。

Abstract

The function of a government is innovation service to meet populace’s need. When the populace’s satisfaction drop, the leader of a government will present the contradictory thought on the direction of administrative policies How to discover the key to the service quality by using the least resources and create the biggest benefit will be the director’s hope and responsibility. This research took the administrative organ, Tien-Chun Town Office , as an object to discuss the populace’s view and appraisal on the how to handle each service case. To identify the direction of the populace’s demand and the degree of the satisfactory by establishing agenda and free opinion filling. This research took the meter of SERVQUAL as the construction of questionnaire which used different methods from other surveys, and it proposed 36 questions with four choices for each and classifies the quality option by using the Kano two-dimensional pattern.
In order to find out the key point of improving the further service quality, the index of pattern would point to the importance and the degree of satisfaction by IPA (Important-Performance Analysis) which can clearly understand the populace’s voice and the trend .It would be able to let the administration clearly understand the populace’s demands and enhances the satisfaction degree on administrative policies.

目錄

中文摘要 -------------------------------------------------------------------------- i
英文摘要 -------------------------------------------------------------------------- ii
誌謝 -------------------------------------------------------------------------- iii
目錄 -------------------------------------------------------------------------- iv
表目錄 -------------------------------------------------------------------------- vi
圖目錄 -------------------------------------------------------------------------- vii
第一章 緒論--------------------------------------------------------------------- 1
1.1. 研究背景與動機------------------------------------------------------ 1
1.2. 研究目的--------------------------------------------------------------- 2
第二章 文獻探討--------------------------------------------------------------- 4
2.1. 田中鎮公所地方治理與服務--------------------------------------- 4
2.1.1. 地方治理與服務------------------------------------------------------ 4
2.1.2. 田中鎮簡介------------------------------------------------------ 7
2.2. 服務品質定義--------------------------------------------------------- 9
2.3. 組織的品質管理意義------------------------------------------------ 9
2.4. 公共行政機關服務品質概念--------------------------------------- 11
2.5. 行政機關應有的品質保證與改善--------------------------------- 12
2.6. 服務品質的衡量構面------------------------------------------------ 15
2.7. Kano二維品質模式-------------------------------------------------- 18
2.8. 顧客滿意度------------------------------------------------------------ 24
2.9. IPA模式分析法------------------------------------------------------- 27
第三章 研究架構--------------------------------------------------------------- 29
3.1. 研究方法--------------------------------------------------------------- 29
3.2. 問卷設計與樣本調查對象------------------------------------------ 31
3.3. 信度、效度分析------------------------------------------------------ 31
第四章 案例實證結果分析--------------------------------------------------- 32
4.1.1 預試問卷分析--------------------------------------------------------- 32
4.1.2 預試信度效度分析--------------------------------------------------- 35
4.2. 正式問卷資料回收與樣本特性結構分析------------------------ 36
4.2.1 正式問卷資料回收分析--------------------------------------------- 36
4.2.2 樣本特性結構分析--------------------------------------------------- 37
4.3. 重要度與滿意度信度與IPA分析---------------------------------- 39
4.3.1 重要度與滿意度信度分析------------------------------------------ 39
4.3.2 重要度與滿意度IPA分析------------------------------------------ 42
4.4. 重要度與滿意度平均數排比--------------------------------------- 45
4.5. Kano二維品質屬性分類-------------------------------------- 47
4.6. 民眾不滿意與滿意程度屬性分析--------------------------------- 49
4.7. 品質改善滿意指標分析--------------------------------------------- 51
4.8. 變異數分析------------------------------------------------------------ 53
第五章 研究結論與建議------------------------------------------------------ 61
5.1. 研究結論--------------------------------------------------------------- 61
5.2. 研究建議--------------------------------------------------------------- 63
參考文獻 --------------------------------------------------------------------------- 66
附錄一：田中鎮公所施政服務品質績效之意見調查表-------------------------- 72
附錄二：田中鎮公所施政服務品質績效之意見調查表—第七部份------------ 78



表目錄

表1 田中鎮公所治理SWOT分析表------------------------------------------- 8
表2 SERVQUAL量表之構面及其意義--------------------------------------- 17
表3 品質屬性管理策略上的意涵----------------------------------------------- 20
表4 二維品質要素歸類（Matzler and Hinterhuber,1998）------------------- 22
表5 預試問卷回收基本資料結構分析----------------------------------------- 33
表6 人口數資料分析97年田中鎮戶政事務所提供------------------------- 34
表7 預試問卷各構面之Cronbach’ α係數------------------------------------- 35
表8 正式問卷資料回收統計----------------------------------------------------- 36
表9 問卷資料有效樣本（986份）結構表------------------------------------ 38
表10 整體kano具備與不具備各構面Cronbach’ α係數--------------------- 39
表11 重要性信度分析----------------------------------------------------------- 40
表12 滿意度信度分析-------------------------------------------------------------- 41
表13 重要度與滿意度平均數排比----------------------------------------------- 43
表14 kano品質要素分類與分析結果與SII—DDI數值--------------------- 48
表15 描述性統計分析（性別）-------------------------------------------------- 54
表16 ANOVA（性別）顯著性分析----------------------------------------------- 55
表17 ANOVA（年齡）顯著性分析------------------------------------------------ 56
表18 ANOVA（收入）顯著性分析----------------------------------------------- 57
表19 ANOVA（身份）顯著性分析----------------------------------------------- 58
表20 ANOVA（婚姻）顯著性分析----------------------------------------------- 59
表21 ANOVA（教育程度）顯著性分析----------------------------------------- 60








圖目錄

圖1 地方政治的轉型與發展----------------------------------------------------- 6
圖2 Kano二維品質模式---------------------------------------------------------- 21
圖3 服務一利潤鏈----------------------------------------------------------------- 26
圖4 重要表現程度分析----------------------------------------------------------- 28
圖5 研究方法流程----------------------------------------------------------------- 30
圖6 重要度與滿意度IPA分佈圖------------------------------------------------ 44
圖7 DDI與SII屬性分佈圖------------------------------------------------------ 52

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