Gaps Analysis and Improving Strategies of Service Quality for Representative of Land Registration

• Main Authors: Song-Tzu Liu, 劉松梓
• Other Authors: Junn-Yuan Teng
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/25487712044855083601

碩士 === 華梵大學 === 工業工程與經營資訊學系碩士班 === 94 === Due to the land registration accomplishes with the e-generation promoted by land institution, the change of operation model, the type of business face to transfer, and the marketing competition gets more violently. How the representatives of land registration offers the differentiate service to provide the high quality service for customers is the most important issue. This research refers service quality of PZB model and applies the SERVQUAL scale as the measuring tools, to analysis the five service gaps of service quality. Through the questionnaire survey, statistical analysis and multicriteria ordering method to form the best improving strategies. Finally, a representative of land registration office has been taken as an empirical study. This research modifies the SERVQUAL scale of PZB model, in order to meet the representative of land registration requirements and analysis the five service gaps of service quality completely. There are 22 factors are take into account in this research, it can fully understand the mutual relationship among the gaps. According to the empirical study, there are four gaps have perceived gaps, that is gap1 has 10 factors, gap2 has 7 factors, gap3 has an factor, and gap4 has 6 factors are significant difference of cognition. Gap 5 is not significance discrepancy. The overall result of the analyses shown that there are 13 factors quality gaps. This research also generates the homologous improving strategies and applies the multicriteria ordering method in order to evaluate and obtain’s the best improving strategy. Representative of land registration office, the responsor increase the service quality to limit the budget step by step and follow the service conseqence. In the future reseach, it can explore any of land registration office to compare and to analysis the service quality. The local goverment estimates the service quality on their representative of land registration offices, suposing the best record, to give an award to concrte these offices for the controlling, while, to provide our country people as the best reference.