A Study on the Factors of Service Quality of Municipal Governments-A Case Study of Tainan City Government

• Main Authors: Ching-Hsien Chen, 陳清憲
• Other Authors: none
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/07321934728428998008

碩士 === 立德管理學院 === 科技管理研究所 === 94 === The purpose of the research is mainly focused on the importance and satisfaction degree of twenty-two service qualities derived from the literature of the study by questionnaire of the employees of Tainan City Hall and requested citizens. The thesis is carried out by the methods of Comparative Analysis, Focus Group and Importance-Performance Analysis on the basis of the theory. There are nearly five hundred and ninety-four effective questionnaires by means of random sampling. The result was found that most employees of the City Hall recognized that it is very excellent in the service quality if it is only related to the individual.However, the importance is in relation to the location and facilities of the City Hall. The requested citizens think that they place importance on the performance of dealing with affairs when they go to City Hall. Specifically, the service attitude, politeness, affairs completed on time, personal data protected, behavior and morality that the citizens concern are all obviously improved a lots. Besides,something that has to be enhanced is in promotion of integrated services among divisions, and application for emergency assistance. The conclusion andsuggestion of the thesis derived from the importance and satisfaction degree in service quality will be the reference for the City Hall, which would promote the efficiency of administration.