臺灣博碩士論文加值系統

為了解轉型為服務型政府的經濟部加工出口區管理處（以下簡稱管理處）如何延續吸引投資及維持成長動能，本研究以其三大重點服務－單一窗口、專人專線及專家輔導為標的，探討這些服務之品質對加工出口區（以下簡稱加工區）內廠商持續投資意願的影響，並調查廠商希望管理處未來提供之服務為何。
本研究以分層抽樣、系統抽樣及人員訪談等方法，對加工出口區廠商進行問卷調查，回收有效問卷135份，再以SPSS 18.0版與LISREL 8.70版統計軟體進行分析檢定。結果發現：（1）廠商對管理處的單一窗口及專人專線二項服務之品質滿意度和其對該處之關係品質（信任、承諾）間有顯著關聯；但專家輔導服務之品質滿意度和關係品質無顯著關聯；（2）關係品質對廠商繼續在加工區投資及推薦他人入區投資之意願有強烈正向影響；（3）關係品質完全中介單一窗口及專人專線二項服務之品質滿意度與廠商之繼續投資意願及推薦意願間的關係；（4）在廠商未來需求方面，勞工訓練補助審核、管理費優惠、建置及/或提升網路頻寬、避免雙重課稅、及訓練單位開辦專業課程名列全區廠商前五大需求。
本研究之發現可彌補學術界過去在政府服務品質對企業顧客之影響研究的不足，並可做為各產業園區相關管理機關改善現有服務品質及規劃未來服務方針之參考。本研究最後說明研究結果之管理意涵及研究限制，並提供一些未來研究方向。

The Export Processing Zone Administration (EPZA) has been transformed into a service-oriented government agency. In order to understand how EPZA will be able to continue to attract firm investment and maintain growth momentum, this study focused on EPZA’s three most important services-One-Stop-Service (OSS), Designated Service Line (DSL), and Professional Guidance Service (PGS)-to examine whether and how the quality of these services will influence future investment intention of the firms located in the Export Processing Zone. Also investigated are the future services expected by these firms.
Data were collected through questionnaires distributed to 268 firm employees who had close contact with EPZA. These subjects were chosen via stratified sampling and systematic sampling. The total valid surveys are 135. LISREL 8.70 was used for model validation and hypothesis testing. The results show that: (1) Firms’ satisfaction with service quality of OSS and DSL is significantly related to relationship quality (trust, commitment), but firms’ satisfaction with service quality of PGS is not significantly related to relationship quality. (2) Relationship quality is significantly associated with investment intention and recommendation intention. (3) Relationship quality fully mediates the connections between firms’ satisfaction with service quality of OSS and DSL and firms’ investment intention and recommendation intention. (4)The top five future services expected by the firms are authorizing EPZA to audit labor training grants, reducing management fee, building and/or improving the bandwidth of network, avoiding duplication of taxes, and providing professional courses by training institutions.
The findings can contribute to the study on the impact of government service quality on business customers-a field insufficiently explored in the existing literature. The results may also provide insight for other industrial park administrations into how to improve existing service quality and how to formulate future service policies. Finally, in addition to discussing the managerial implications of the findings and research limitations, the study also provides some suggestions for future related studies.

目錄
第壹章 緒論 .................................................................................................................. 1
第一節 研究背景與動機 ...................................................................................... 1
第二節 研究目的與問題 ..................................................................................... 3
第三節 本研究之重要性 ...................................................................................... 4
第貳章 文獻探討 .......................................................................................................... 6
第一節 經濟部加工出口區及其管理處簡介 ...................................................... 6
第二節 國內外政府機關服務品質之研究 ........................................................ 14
第三節 服務品質與滿意 .................................................................................... 16
第四節 信任與承諾 ............................................................................................ 37
第五節 關係意願 ................................................................................................ 56
第参章 研究方法 ........................................................................................................ 65
第一節 研究架構 ................................................................................................ 65
第二節 研究假設 ................................................................................................ 66
第三節 研究變數之操作性定義與衡量 ............................................................ 68
第四節 問卷設計.................................................................................................. 77
第五節 前測與信度分析 .................................................................................. 79
第六節 正式調查 .............................................................................................. 83
第肆章 資料分析與討論 .......................................................................................... 86
第一節 樣本描述 .............................................................................................. 86
第二節 信度與效度分析 .................................................................................. 101
第三節 整體模式分析與假設驗證 .................................................................. 116
第四節 中介效果檢定 ...................................................................................... 126
第五節 未來服務需求分析 .............................................................................. 130
第五章 結論與建議 .................................................................................................. 146
第一節 研究發現與討論 .................................................................................. 146
第二節 管理涵意 .............................................................................................. 161
第三節 研究建議 .............................................................................................. 163
第四節 研究限制與未來研究方向 .................................................................. 175
參考文獻 .................................................................................................................... 177
附錄一 衡量問項與參考來源對照表 ..................................................................... 199
附錄二 前測問卷 ...................................................................................................... 202
附錄三 實測問卷 ...................................................................................................... 206
附錄四探討政府服務品質對企業投資意願之影響研究......................................... 210
附錄五 各區受測廠商與各變數之Scheffe法做多重比較表 .................................. 220
附錄六 全體受測廠商服務需求情形（依需求數排序）........................... 230
附錄七 全體受測廠商服務需求情形（依類別排序）.............................................. 232
附錄八 不同園區受測廠商服務需求情形－楠梓(含第二)園區（依需求數排序）.. 235
附錄九 不同園區受測廠商服務需求情形－高雄(含臨廣、成功)園區（依需求數排序）.. 237
附錄十 不同園區受測廠商服務需求情形－高軟園區（依需求數排序）................ 239
附錄十一 不同園區受測廠商服務需求情形－屏東園區（依需求數排序）............ 241
附錄十二 不同園區受測廠商服務需求情形－臺中園區（依需求數排序）............ 243
附錄十三 不同園區受測廠商服務需求情形－中港園區（依需求數排序）........... 245
附錄十四 不同行業別受測廠商服務需求情形－電機及電子（依需求數排序）.... 247
附錄十五 不同行業別受測廠商服務需求情形－光學及精密器械（依需求數排序）.. 249
附錄十六 不同行業別受測廠商服務需求情形－塑膠或金屬（依需求數排序）.... 251
附錄十七 不同行業別受測廠商服務需求情形－成衣或化學（依需求數排序）.... 253
附錄十八 不同行業別受測廠商服務需求情形－資服或軟體（依需求數排序）.... 255
附錄十九 不同行業別受測廠商服務需求情形－倉儲或機械（依需求數排序）.... 257
附錄二十 不同行業別受測廠商服務需求情形－太陽能或水處理設備（依需求數排序）- 259
附錄二十一 不同行業別受測廠商服務需求情形－文創(含數位內容) （依需求數排序）. 261
附錄二十二 不同行業別受測廠商服務需求情形－印刷或運輸工具（依需求數排序）.. 263
附錄二十三 不同營業規模受測廠商服務需求情形－10億元以上（依需求數排序）.. 265
附錄二十四 不同營業規模受測廠商服務需求情形－3億5,001萬元至10億元
（依需求數排序）................................................................................... 267
附錄二十五 不同營業規模受測廠商服務需求情形－3,001萬元至3億5,000萬元
（依需求數排序）................................................................................... 269
附錄二十六 不同營業規模受測廠商服務需求情形－301萬元至3,000萬元
（依需求數排序）................................................................................... 271
附錄二十七 不同營業規模受測廠商服務需求情形－50萬元至300萬元
（依需求數排序）................................................................................... 273

表目錄
表2-1 服務品質定義彙整表 ....................................................................................... 19
表2-2 服務品質衡量構面彙整表 ............................................................................... 25
表2-3 顧客滿意度定義彙整表 ................................................................................... 27
表2-4 顧客滿意度衡量變項彙整表 ........................................................................... 35
表2-5 信任定義彙整表 ............................................................................................... 39
表2-6 信任衡量變項彙整表 ....................................................................................... 44
表2-7 關係承諾定義彙整表 ....................................................................................... 46
表2-8 關係承諾衡量彙整表 ....................................................................................... 51
表2-9 顧客忠誠度衡量彙整表 ................................................................................... 60
表3-1 前測之信度分析................................................................................................. 80
表4-1 受測者之人口統計變數描述 ........................................................................... 86
表4-2 各區受測者年齡分佈情形 ............................................................................... 87
表4-3 受測廠商所在園區分佈情形 ........................................................................... 88
表4-4 各區受測廠商在各變數之差異分析 ............................................................... 90
表4-5-1 受測廠商對本研究標的之評價－服務品質與滿意 .................................... 92
表4-5-2 受測廠商對本研究標的之評價－關係品質及關係意願.............................. 93
表4-6 受測廠商行業別分佈情形 ............................................................................... 96
表4-7 各行業受測廠商在各變數之差異分析 ......................................................... 98
表4-8 受測廠商營業規模分佈情形 ........................................................................ 99
表4-9 各營業規模受測廠商在各變數之差異分析 ................................................. 100
表4-10 信度分析－原架構 ....................................................................................... 101
表4-11 本研究之研究假設－新架構 ....................................................................... 103
表4-12 信度分析－新架構 ...................................................................................... 105
表4-13 因素分析（轉軸後的成分矩陣）－新架構 .................................................. 109
表4-14 收斂效度－新架構 ...................................................................................... 113
表4-15 區別效度－新架構 ...................................................................................... 115
表4-16 各構念之平均數、標準差及Pearson 相關係數－新架構......................... 117
表4-17 SEM整體結構模式適配度檢定 .................................................................... 122
表4-18 理論結構模式之路徑係數與假設驗證 ....................................................... 125
表4-19A 中介效果檢定－單一窗口之關係品質（新架構） .................................... 128
表4-19B 中介效果檢定－專人專線之關係品質（新架構）..................................... 129
表4-20 全體受測廠商服務需求情形 ....................................................................... 131
表4-21 各區受測廠商服務需求情形 ....................................................................... 133
表4-22 各行業別受測廠商服務需求情形 ............................................................... 136
表4-23 各營業規模受測廠商服務需求情形 ........................................................... 143
表5-1 本研究假設驗證結果彙總表－新架構 ........................................................ 146
表5-2 各區在各變數之評價差異彙總表－原架構 ................................................. 149
表5-3 本研究全區及各區之未來前十大服務需求交叉比對結果 ......................... 150
圖目錄
圖2-1 單一窗口服務機制 ........................................................................................... 9
圖2-2 專人專線服務機制 ........................................................................................... 10
圖2-3 專家輔導服務機制 ........................................................................................... 11
圖2-4 The SCSB Model ................................................................................................ 30
圖2-5 The ACSI Model ................................................................................................. 31
圖2-6 The ECSI Model .................................................................................................. 32
圖2-7 The KMV Model of Relationship Marketing ...................................................... 55
圖2-8 關係行銷結果整合模型 ................................................................................... 58
圖3-1 本研究之概念性架構 ....................................................................................... 65
圖4-1 本研究之研究架構－新架構 ....................................................................... 102
圖4-2 本研究之結構方程模式－新架構（SEM）.................................................. 119
圖4-3 本研究結構模式估計－新架構（LISREL）..................................................... 125

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