| Summary: | 碩士 === 國立勤益科技大學 === 企業管理系 === 99 === The services sector is growing more important to national economy, and become the major trend of consumer market. Taiwan joined the WTO in 2002, all of the industries open their market for foreign competitors, and domestic industries need to strengthen their international competitiveness to cope with the harsh impact from foreign. Even government agencies are forced to improve its manpower, and reengineer the processes which will improve the performance of administrative services; these improvements will catch up the goal of public satisfaction. Therefore, this research will try to implement the MAIC methodology for improving the quality of government service satisfaction.
At first the service questionnaire items are designed according to the PZB SERVQUAL model, and then assessments are made about the importance and satisfaction of the public services which are carried by government agencies. The result of assessment will help in developing the performance evaluation indices of satisfaction and importance; the government service quality performance evaluation matrix will also be developed accordingly. The crucial services are verified thru assessment the performance evaluation matrix. With the help of Causes & Effects Diagram, we can find the reasons which cause the weak government service quality, and seek out improvement methods for these government agencies.At last, the performance mechanism will continuously monitor the deviation of the government service quality and public demand; the continuously monitoring will help to make instant improvement that maintains the government service quality.
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