| Summary: | 碩士 === 國立彰化師範大學 === 商業教育學系 === 97 === Company Register is part of the service provided by the government. This service has frequent contact with the people, and the service quality concerns the government’s image of administration to be good or bad. The purpose of this thesis is to research the service quality of company register in Central Region Office, Ministry of Economic Affairs, and to study the people’s and the personnel’s expectation and actual perception for the service to offer Central Region Office, Ministry of Economic Affairs reference of elevating the service quality.
The research is based on PZB Service Quality Model. This thesis have two types of questionnaires, one is for the people and the other is for the personnel. The peoples’ questionnaire adopted random sampling method, and took the peoples that went to Central Region Office, Ministry of Economic Affairs to apply for company register as the investigation subjects：1,300 copies of questionnaire were issued, 1,108 copies of questionnaire were retrieved, and the return rate was 85%; deducting 34 copies of ineffective questionnaire, there were 1,074 copies of effective questionnaire in total. The research did the questionnaire survey on the personnel that were in charge of the company register business, 112 copies of questionnaire were issued, and there were 111 copies of effective questionnaire. The questionnaire statistics is undergone by means of SPSS for Windows 12.0 . The questionnaires were analyzed through descriptive statistics, dependent samples t test, and One way ANOVA. The results are as follows:
1.There are significant difference between the service level of the people’s expectation and the service level of the people’s actual perception for the company register business of Central Region Office, Ministry of Economic Affairs.
2.The significant difference existed between the service quality specifications provided by Central Region Office, Ministry of Economic Affairs and the service personnel’s perception for service execution.
3.The service factors that the people attached most importance to and were most satisfied with were that the clerk could handle the application case impartially and correctly in one time, and that the application process was simple and convenient. The services that the people were most unsatisfied with were that Central Region Office, Ministry of Economic Affairs should publicize the laws and regulations through the media or hold all kinds of explanatory conferences of publicity, and that the service personnel should listen to their problems carefully and assist to solve the problems with sincerity and enthusiasm, but they were not so energetic to do them.
4.Different attribute peoples to the company register service level of the people’s expectation have significant difference in the different age and different application status. Different attribute peoples to the company register service level of the people’s actual perception have significant difference in the different sex and different age and different education.
5.Different attribute personnel of Central Region Office, Ministry of Economic Affairs to the company register service level of the people’s expectation and the actual perception have significant difference in the different age and different job.
Conclusions:
1.The front-line service staff should strengthen the professional and service etiquette trainings.
2.To positively communicate with the people, and publicize the government’s laws, regulations, and service.
3.To establish the personnel inspiration mechanism, and mold the customer-oriented organizational culture.
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