Analysis on Attribute and Research on Satisfaction of Service Quality-an Example on Information Service of Police Institutions

• Main Author: 黃勝源
• Other Authors: 楊錦洲
• Format: Others
• Language: zh-TW
• Published: 1997
• Online Access: http://ndltd.ncl.edu.tw/handle/80866178420573726588

碩士 === 中原大學 === 工業工程學系 === 85 === The perspective of civil-oriented service is trending toward diversification and complexity. Civilian''s expectation of implement of government policy is increasing and the expectation of service quality is rising as well. Service quality is becoming a sharp weapon of the field of competition, while the competitive ability of government mechanism is presently highly recommended. This research is pertaining to make inquiries about analysis and satisfaction of the attribute of Information Service Quality. The main core of this research is focus on inquiring the attribute of service quality. Parasuraman, Zeithami and Berry''s (PZB) theory (1985) "Conceptual Model of Service Quality" which indicates that there are ten attributes of service quality - reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing and tangibles as the index of evaluation by the customer. The fundamental constructs of this research are the "Conceptual Model of Service Quality" and PZB''s SERVQUAL Scale (1988). The methodology of this research proceeds two phases of empirical survey. The first phase adopted "Delphi Technique" twice through "the process of group communication of organization" to design the questionnaire. The second phase is mainly questionnaire survey by End user, which adopted the Principal Components Analysis to select the attribute of policing information service quality and to test whether PZB''s theory, the differences of service between the customer''s expectation and the actual sense, exists in the policing information service system. In terms of analysis of satisfaction, the method of Analytic Hierarchy Process (AHP) is employed to evaluate the degree of satisfaction of information service quality among the police institutions. These are three important conclusions as following: 1. The distinction between customer''s expectation and substantial perception is existent in policing information service system. 2. The result of this research suggests that the attributes of policing information service are safety, coordination, understanding, competence and instance-responsiveness. 3. PZB''s theory in 1988 suggests that there are differences between the result of this research and the five generally assure and empathy applicable attributes-reliability, tangibles, responsiveness. Therefore, in terms of the attribute of service quality, it is necessary to re-classify the category of various working field.