| Summary: | 碩士 === 雲林科技大學 === 營建與物業管理研究所 === 98 === The twenty-first century is the century of a highly transformation, with the increasing civic
awareness, the quality of government services increasingly stringent requirements. Therefore, the
government extended the investigation with people in the executive service quality satisfaction in
recent years. As such, the theoretical basis of this study based domestic and foreign literature,
definition of scope, and choose Douliou roads as a study to explore the way service quality, association
with passers satisfaction, researching in practice by survey, survey results by the data presented,
illustrate the degree of influence between road service quality and passers satisfaction in order to
provide road maintenance authorities in the reference of the service quality investigation, data analysis
methods including the use of descriptive statistics to illustrate demographic variables, the service
quality and customer satisfaction. Using SPSS software for t test, one way analysis of variance
(One-way ANOVA), Pearson correlation analysis, regression analysis, the reseach of analyze the
sample data and hypothesis testing to investigate the service quality and satisfaction.
The results show that passers with different social backgrounds on the road have different service
quality perception and satisfaction. Satisfaction with the passers-by on the road most of the low overall
satisfaction, especially for the "system function", "attitude" in two ways. Therefore, more emphasis on
conservation units can regard this problems to enhance the satisfaction of passers, compared with the
Taoyuan area and Touliu area for passerss service quality perception and satisfaction,it was found that
service quality perceptions and satisfaction of Touliu area was higher than Taoyuan area Therefore, this
study considers that conservation of the higher performance to the satisfaction of passerss will not
necessarily enhance the relative, the two sides do not have relevance.
Statistics showed that passers on road service quality perception and the relation for satisfaction,
service quality of the four dimensions of "tangibility", "reliability", "reaction" and "guarantee" of a
significant level on.0.01 under both a positive relation.
The joint explained variance is 0.601, which is predicted by four variables can be combined with
the satisfaction of 60.1% predicted variance, the joint is estimated to reach 60.1%, Taoyuan area in
order to "guarantee" of the highest. With four variables can be combined with forecasts predict
satisfaction 51.9% of the explained variance, which is estimated to reach 51.9% of the joint, the results
showed that service quality had higher predictability to the satisfaction.
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