The Study of Accounting Department Service Quality in Bureau of Animal and Plant Health Inspection and Quarantine of Council of Agriculture

• Main Authors: Chia-Ling Chang, 張佳鈴
• Other Authors: Hao-Lin Yuan
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/43605128664016855479

碩士 === 國立中興大學 === 國家政策與公共事務研究所 === 99 === The purpose of this study is to discover the running situation with service quality of Account Department in Bureau of Animal and Plant Health Inspection and Quarantine, Council of Agriculture, Executive Yuan (BAPHIQ). Meanwhile, through the methods of investigations and statistical analysis, the study would understand better about what the differences between expectations and the real opinions by colleagues from other departments of BAPHIQ. By this, it would provide further suggestions and references for the Account Department to improve its service quality. The study is based on the conceptions of PZB Service Quality. For gaining more efficient analysis, an effective questionnaire was designed related to SERVQUAL scale; the research of account service quality, the writer’s working experience, and the useful suggestions from the interviewed professors. The questionnaire is fully done by the colleagues of BAPHIQ, to examine the dissimilarities between expectations and real opinions in order to discover the drawbacks of service quality and select the important ways influenced service quality and the main items of service. The results Account Department of BAPHIQ discovered are followings: 1.The colleagues to Account Department in BAPHIQ with high expectation. 2.The colleagues to Account Department in BAPHIQ with positive viewpoints, but not enough satisfaction. 3.There are Service quality gap in the Account Department of BAPHIQ. 4.The elements to effect service quality mostly are the perceiving of responsiveness, communications, and rules. To sum up, the research has received the important elements of above results; responsiveness, communications, and rules. Through these elements, it might be obvious to view that changing is the merely way not only to promote but also improve service quality in Account Department.