臺灣博碩士論文加值系統

社會環境變遷快速，政治發展日益蓬勃，民眾對於政府(公部門)的施政作為與服務品質的要求也日漸的提高，因此如何滿足民眾的期望，提昇公部門的行政效率，是當前政府所面臨的重要課題，因此政府部門不僅要滿足民眾之需求，更要重視產品與服務品質的提升，並且力求創新與突破。
本研究針對台南市新營區公所民眾進行服務品質與滿意度之實證研究，以瞭解洽公民眾對於區公所服務品質因素之期望程度與滿意程度間的關係，結果歸納如下：(1) 服務品質對顧客滿意度成顯著正向影響的假設部分成立；(2) 服務創新對核心競爭力成顯著正向影響的假設部分成立；(3) 服務創新對顧客滿意度成顯著正向影響的假設部分成立；(4) 服務創新對服務品質影響顧客滿意度有顯著干擾效果的假設成立。

最後，本研究希望藉此研究之結果，能提供公部門在提升服務品質與顧客滿意度有些許建議及參考。

Rapid changes in the social environment, the political development booming, people for the government (public sector) policy and service quality requirements are increasingly improved, so how to meet people''s expectations and enhance the administrative efficiency of the public sector is important issue of current government. Therefore, government departments should not only satisfy the public demand, greater emphasis should be improving the quality of products and services, and to innovation and breakthrough.
This study is for the people of Xinying district office in Tainan City for service quality and satisfaction of empirical research, People understand the public''s expectations for the district office level of quality of service and the relationship between satisfactions
Finally, this study hope to get the results of the study, the public sector in enhancing service quality and customer satisfaction, can provide some advice and reference. The results are: (1) Service quality and customer satisfaction as a significant positive influence, (2) Service innovation on core competencies into a significant positive influence, (3) Service innovation as a significant positive impact on customer satisfaction, (4) Service innovation impact on service quality have a significant moderating effect of customer satisfaction.
Finally, this study hope to get the results in enhancing service quality and customer satisfaction, and it can be provided some advice and reference.

目錄
摘要 I
ABSTRACT II
目錄 V
圖目錄 VII
表目錄 VIII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第三節 研究流程 6
第二章 文獻探討 8
第一節 服務品質 8
第二節 顧客滿意度 14
第三節 服務創新 20
第四節 服務品質、服務創新與顧客滿意度之關聯性 24
第三章 研究方法 27
第一節 研究架構 27
第二節 研究變項的衡量 29
第三節 抽樣與樣本分析 30
第四節 資料分析方法 31
第四章 研究結果與分析 33
第一節 信度與效度之檢定 33
第二節 因素分析 34
第三節 變項間之迴歸關係 38
第四節 服務品質與服務創新之交互作用對顧客滿意度之影響 44
第五章 結論與建議 51
參考文獻 56
一、 中文文獻 56
二、 英文文獻 58
附錄 64





圖目錄
圖1-4- 1 研究流程圖 7
圖3-1- 1 研究架構圖 28

















表目錄
表4-2- 1 服務品質量表因素分析結果 34
表4-2- 2 顧客滿意度量表因素分析結果 35
表4-2- 3 服務創新量表因素分析結果 36
表4-3- 1 服務品質對顧客滿意度之多元迴歸分析 38
表4-3- 2 服務創新對服務品質之多元迴歸分析 40
表4-3- 3 服務創新對顧客滿意度之多元迴歸分析 42
表4-4- 1 服務品質與服務創新對專業服務水準之階層迴歸分析 45
表4-4- 2 服務品質與服務創新對互動關懷程度之階層迴歸分析 48

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