| Summary: | 碩士 === 育達商業技術學院 === 企業管理所 === 97 === In the past, the service quality was the ultimate target of pursuance and improvement for every major service industry. Government has put much attention to improve the quality of its service in recent years to shorten the distance and relationship between it and the public. Therefore, in the process of measuring the service quality, how governmental services can get the public approval is an issue that worth government’s concern. Especially, the promises of the administrative direction of policies that proposed by government’s chief officers to voters during the election period, in order to realize such promise, the government shall continuously provide well-developed service quality and examine the performance of the service quality to determine that its service quality is good or bad then.
This study is adopted members under the governance of Miaoli Irrigation Association as the research object; in addition, this researcher has also asked favor from few friends, including the staff of irrigation workstation, local people’s representatives, members of the irrigation association and the leader of irrigation group, to send out and retrieve the questionnaire, and it has sent out randomly. Such questionnaire has edited this researcher with referred to these 5 major aspects that proposed by P.Z.B., including the members’ satisfaction degree and their viewpoint of importance, further through the approach of questionnaire survey to make use of the Importance-Performance analysis (IPA) to conduct the study on the practical issue of the performance measurement for the service quality of Miaoli Irrigation Association.
After studied the analysis, it showed that its members had approximately good and approval evaluation for the overall service quality of Miaoli Irrigation Association; especially, they had significant approval and satisfaction with the service attitude for workstations of software service, and the efficiency of emergency repairing engineering that implemented by post-disaster workstations; however, as for the aspect of hardware facilities, the reserved parking spaces that provided by workstation were certainly needed but have failed members’ expectation currently. For the aspect of PZB’s assurance for the service quality, coast line workstations are better than mountain line workstations: in terms of service items of PZB’s empathy aspect, coast line workstations paid much attention than mountain line workstations did; and the rest of responsiveness, tangible and reliability, there has no significant difference between members of mountain line and coast line workstations for their satisfaction with such service. In addition, with studying different members’ personal variable to the hardware facilities and software service that proved by Miaoli Irrigation Association will have different service demands in accordance with their ages, cultivation areas, participation time in irrigation work and job titles.
At last, this study has suggested that Miaoli Irrigation Association shall additionally add more reserved parking spaces to improve such parking issue for members, recruit the public volunteer and form interview team to deep-rootedly serve its members to satisfy their empathy and responsiveness, in order to improve Miaoli Irrigation Association’s service quality and enhance members’ recognition and loyalty to Miaoli Irrigation Association.
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