臺灣博碩士論文加值系統

本研究的目的是研究當地政府客戶的滿意度，調查的人口因素，這些因素在蒙古評估地方政府的客戶滿意度的顯著預測因子。年齡，居住地，職業，教育程度等因素，與當地政府服務的總體滿意度的重要決定因素。

該調查涵蓋了從烏蘭巴托4個區的居民，蒙古的400多名受訪者。這項研究的結果顯示，政府服務質量，客戶滿意度是微不足道的。該模型進行測試與層次方差分析（ANOVA）具有良好的擬合和解釋所有的自變量對客戶的滿意度。基於後的結果是一些建議。

近來，這項研究不僅有助於研究文獻，但也希望能幫助政府發展戰略，為了提高服務質量。

The purpose of this study is to examine the customer overall satisfaction with local government service of four major districts in Ulaanbaatar City, Mongolia and to evaluate the impact of demographic factors on the satisfaction towards local government service. For the most accurate method for the measurement of satisfaction, this work applies Analysis of Variance (ANOVA) and uses survey methodology to collect the data.

The findings of this investigation show how different demographic factors such as age, location, occupation, and educational qualification influence customer satisfaction level towards government services in the Mongolian case. The sample consisted of 373 respondents.

The analysis of this study not only found evidence of low satisfaction in government service, but also discovered that employing ANOVA in satisfaction of government service has good fit to show accuracy of performance. Therefore, the associated factors were determined to be effective indicators in assessment for government service.

CONTENTS
ACKNOWLEDGEMENTS……………………………………………………………………i
ABSTRACT………………………………………………………………………………ii
CHINESE ABSTRACT……………………………………………………………………iii
LIST OF FIGURES……………………………………………………………………vii
LIST OF TABLES………………………………………………………………………viii
ABBREVIATIONS LIST…………………………………………………………………ix

CHAPTER I. INTRODUCTION
1.1 Research Background …………………………………………………………1
1.2 Research Motivation……………………………………………………………2
1.3 Research Goal and Objective…………………………………………………3
1.4 Research Questions……………………………………………………………3
1.5 Research Flow Path……………………………………………………………4
1.6 An Outline of the Thesis……………………………………………………4

CHAPTER II. LITERATURE REVIEW
2.1 The Local Government…………………………………………………………6
2.2 The Political System in Mongolia…………………………………………9
2.2.1 The Parliament /State Great Khural/…………………………………9
2.2.2 The President………………………………………………………………10
2.2.3 The Government ……………………………………………………………11
2.2.4 The Administration System………………………………………………12
2.2.5 The Local Self-Government………………………………………………13
2.3 Customer Satisfaction………………………………………………………15
2.4 Service Quality………………………………………………………………16
2.5 Measuring Customer Satisfaction with Local Government Service…17

CHAPTER III. METHODOLOGY
3.1 The Research Framework and Research Hypothesis ……………………20
3.2 Research Design………………………………………………………………21
3.3 Questionnaire Design………………………………………………………21
3.4 Sampling Technique and Data Collection………………………………22
3.5 Data Analysis Procedure …………………………………………………23
3.5.1 Descriptive Statistical Analysis ………………………23
3.5.2 One way ANOVA…………………………………………………23

CHAPTER IV. EMPIRICAL RESULTS AND RESEARCH FINDING
4.1. Characteristics of the Targeted Sample………………………………25
4.1.1 Response Rate…………………………………………………25
4.1.2 Demographic Data ……………………………………………26
4.2 Descriptive Analysis………………………………………………………27
4.3 Reliability Analysis ……………………………………………………29
4.4 ANOVA Analysis…………………………………………………………29
4.4.1 Age and CS with LGS…………………………………………………31
4.4.2 Gender and CS with LGS……………………………………………33
4.4.3 Education and CS with LGS…………………………………………34
4.4.4 Location and CS with LGS……………………………………………37
4.4.5 Occupation and CS with LGS…………………………………………40
4.5 Results of the Hypothesis Tests…………………………………………41

CHAPTER V. CONCLUSION
5.4 Conclusion………………………………………………………………………43
5.5 Research Limitations…………………………………………………………45

REFERENCES……………………………………………………………………………46
Appendix 1. Questionnaire English Version…………………………………50
Appendix 2. Questionnaire Mongolian Version………………………………54

LIST OF FIGURES
Figure 1.1 Research Flow Path…………………………………………………4
Figure 2.1 Administrative Levels of Mongolia……………………………15
Figure 3.1 Conceptual Framework……………………………………………20
Figure 4.1 Occupation Dispersion of Respondents………………………27

LIST OF TABLES
Table 2.1 Definition of the People…………………………………………18
Table 3.1 Population……………………………………………………………22
Table 3.2 Sample…………………………………………………………………23
Table 4.1 Range of Response and Sample Corresponding Allocated……25
Table 4.2 Population sample and response rates…………………………26
Table 4.3 Sample demographics………………………………………………26
Table 4.4 Descriptive Statistics of The Research………………………28
Table 4.5 Reliability Values…………………………………………………29
Table 4.6 ANOVA result for Age, Gender, Education, Location, Occupation to CS with LGS…30
Table 4.7 Descriptive statistics of the Age…………………………………………………………31
Table 4.8 Post Hoc Test of Age using Scheffe………………………………………………………33
Table 4.9 Descriptive Statistics of the Gender……………………………………………………34
Table 4.10 Descriptive statistics of the Education………………………………………………35
Table 4.11 Post Hoc Test of Education using Scheffe……………………………………………36
Table 4.12 Descriptive statistics of the Location………………………………………………39
Table 4.13 Post Hoc Test of Location Using Scheffe……………………………………………39
Table 4.14 Descriptive Statistics of Occupation…………………………………………………40
Table 4.15 Post Hoc Test of Occupation Using Scheffe……………………………………………41
Table 4.16 Summary of the Hypothesis Testing………………………………………………………42

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