| Summary: | 碩士 === 義守大學 === 管理學院管理碩士在職專班 === 99 === The purpose of this study is to explore the improvement project of the public satisfaction-based service quality in township offices. The study aims to find out the elements of the influential satisfaction-based service quality that promots the public satisfaction-based service quality in township offices and the accurate schemes. Moreover, the study will provide the references and suggestions of the improvement project of the public satisfaction-based service quality.
The preparation and devotion (input) of township offices staff will be compared against the level of satisfaction of visitors (output). Using the visitors to Dashu Township Office as subjects, the researchers apply the 5 variable combinations of the PZB Conceptual Model and transform them into operational definitions in service quality for the questionnaire. Then, DEA’s CCR-AR analysis will be carried out in regard to the public’s expectations concerning the township offices’ service as the input variable, while their perception serves as the output variable. In this way, the researchers can use the efficiency to measure satisfaction, and also use empirical tests to evaluate the level of satisfaction of different demographic groups.
The findings show two results. First of all, overall, the dimensions in which the public’s expectations and perceptions show a smaller gap regarding service quality, is the “service level” (GAP5) (this is also the one with higher satisfaction rating), while “the gap between the manager’s understanding of customers’ expectations and the level of service” (GAP2) is rather large (low satisfaction rating). Secondly, based on the demographic variables included, the variables concerning the public’s level of satisfaction showed no significant relation to the age, gender, marital status, educational background, monthly salary, or political status. The area of residence is the only variable regarding which significant difference was found.
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