| Summary: | 碩士 === 長榮管理學院 === 經營管理研究所 === 90 === Summary
The economic development of my country has entered the age of the knowledge-based economy, the role of the state section is also already by control transform in to service, at the same time at respond the social milieu changes, the state is also by big and can change into small and beautiful, people already by suffer the control the role transforms for shopper, the state of the service type as a result accrue. The function of the state has been provided by the trend of allocation of resources safety, square deal environment, so an approval that state administer already not at is by its investigating of superior, but gradually in by people to recognize, this is similar very with servicing business. So and this research is in to a land office section for research object, crave for can from to find people versusing currently land office section the service provided, have which is people to be dissatisfied with of, and find out the principle of the settle, to provide the administering authority does the for reference.
This research configures and measures the tool for the main measurement according to PZB service quality mode and SERVQUAL volume tables, with Taipei City land office for study the unit of sampling, assume the quota draws samples the law to steer to seek, and make use of the T the assay( Wilcoxon; Mann- Whitney) and the ANOVA( Kruskal- Wallis) assay regard Scheffe( Dunntte) as the ex post analysis if find the variance,, main aim at to Taipei City land office talk over with to do a 政 business people steer on the spot the questionnaire seeks, sending out questionnaire 433 totally, recovering 324, deducting no effects questionnaire 44 back, valid questionnaire total 280.
The research shows that people can match mostly to the whole service quality its satisfied level, only part of individual asks the item is for people to can''''t be satisfied with, investigate its reason software part not outside the team spirit scarcity, working for self as motive is too strong and the attendant attitude is incorrect, the hardware part has no for a politics the site that land office establish the detailed and complete consideration, single unit counts scant etc.; And in solving the counterplan: Should adopt to train the tool to mend in the software part however personnel''''s attitude, of unit cooperates, at hardware then in response to from organize the division of labour the part of doing the adjustment and a land office section program the address makes selection the consideration. Such, then can be real to promote the approval of shopper.
Key word: Service quality, the satisfaction of shopper, Taipei City land office
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