| Summary: | 碩士 === 國立中正大學 === 政治學研究所 === 91 === With the transaction of social enviroment, the public expectation about the function & efficiency of government’s service is higher by and by. Therefore, government’s agencies, should set about enchancing the management activities about quality to satisfy the popular’s demand and expectation. We are joyful to see that the quality certification system has been practiced gradually in public agencies in these near years. This study tries to respond to the ideas of administrative reform about the reinventing government & entrepreneurial government.
It’s very important for a cadre at the basic to ponder deeply over the following questions. Does the ISO quality certification system really affect the service quality of administrative organs? And how much does it affect? Does it worth being promoted continuely? What are the key points which we should pay more attentions? IS the quality certification of ISO-9002 catholicon? All these inspire us to offer the empirical experiences and do further research.
We would like to start this paper from the introduction of reinventing government. entrepreneurial government & the quality management (TQM), then followed with the topic of the relationship between the certification system of ISO-9002 and the customer’s satisfaction. Concerning to the theoretical structure, “the quality certification of ISO-9002” , ”the quality culture” , “the participation of supervisions” , ”the nature of organ’s task” and “the distribution of the employee’s age & education” will be the independent variables; on the other hand, “the customer’s satisfaction to organ’s service quality” will be the dependent variable in this study. AS to the analysis units, we select eight administrative agencies located in Shinying area of Tainan County as our observation units. For the convenience of comparison and analysis, we divide them into two clusters, one of them has completed the quality certification. In order to get the raw data, we scheme two kinds of scales, one for organ’s basic data, and the other for the customer’s attitude.
Through the empirical statistics analysis, we’d like to offer some useful suggestions for other public agencies. We do sincerely hope that we can do something helpful in promoting the service quality of administrative organs.
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