| Summary: | 碩士 === 國立臺北大學 === 公共行政暨政策學系碩士在職專班 === 99 === Citizens have approved service quality of household administration bureaus of Taipei City. With increased demand from citizens and requirements from competent authority on enhancing service quality, more services are required, resulting in more work. Under limited resources, household administration bureaus in Taipei City shall pay attention to how to make best use of limited resources to provide quality service. This is also the goal of the study. The author explores how quality improvement affects household administration bureaus of Taipei City with discussions on differences and key points in reform of old and new quality improvement programs and how the program affects marriage registration in household administration as well as how marriage registration affects household administration. The findings will be suggestions and reference for household administration bureaus.
Study methods include literature analysis and questionnaire survey. In the former, the author collects information on Service Quality Improvement Program by Research, Development and Evaluation Commission, Executive Yuan and marriage registration at household administration bureaus of Taipei City as well as earlier studies. In the latter, complete census is made to personnel at household administration bureaus of Taipei City. The findings include:
1. Three major changes in the new service quality improvement program—(1) reward types under nature of institutes, (2) reduction of reward assessment items and (3) quantified assessment.
2. Assessment indexes of personnel’s attention to the program at household administration bureaus in Taipei City are subject to nature of household administration and correspond to assessment index scores in the program.
3. Service quality improvement program affects system, management and personnel. People
with different backgrounds have different viewpoints.
4. Marriage registration affects process reform, e-application and work innovation in household administration. People with different backgrounds have different viewpoints.
Suggestions are proposed on countermeasures on marriage registration in household administration and dimensions in service quality improvement program.
Keywords: service quality improvement program, service quality, household administration bureau,
marriage registration.
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