Enquiry in the Upgrading of Total Service Quality in Public Sector

• Main Authors: Chao-Yueh Lo, 羅炤月
• Other Authors: Ja-Shen Chen
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/85234214390755492173

碩士 === 元智大學 === 管理研究所 === 96 === When people’s needs are becoming diversified with the progresses of time, how local government agencies of basic level can deliver good services to people to achieve customer satisfaction is an issue of top priority. However, the confinement of the stereotyped organization culture, and whether a leader is willing, out of his taking of the services importantly, to authorize, motivate and lead every of his men to engage themselves in services, are all significant factors affecting the performance of services to people. This research conducted in-depth face-to-face interviews by a structural study, using questionnaires differently designed because of different subjects chosen (from among superior evaluating agencies, experts or scholars, and chiefs of level-one units), and a sampling survey along with concentrated computer-assisted telephone interviewing (CATI), to analyze and investigate in how to enhance the service quality of public sectors to people. The said sampling survey was taken within the territory of Dashi Township, with reference to the results obtained from the questionnaires in a “2007 survey on satisfaction in services to people and administrations” which was conducted by China Credit Information Service Ltd. on commission of Dashi Township Office, and resulted in 403 valid samples. And the CATI (including trial interviews) was conducted during June 21-24, 2007, completing with +-4.86% sampling error in 95% confidence. This research suggests that agencies carry out the plans of services to people and control and evaluation to the full; they should implement a series of actions from realizing a total quality management, developing systems and innovating in new projects, and simplifying administrative processes, to making services electronically, setting up operation standards and working manuals, and valuing people’s emotion and opinions, and to combining private resources, and assisting in public services. These are all hoped to serve, by way of internal reviews, superior evaluation and external expertise suggestions, as reference for agencies in their future delivery of services to people, and to help in enhancing the performance of such services.