| Summary: | 碩士 === 銘傳大學 === 公共事務學系碩士在職專班 === 100 === It is a kind of important governance for modern country to improve service quality for the people to respond to public opinion. Since it serves people, the expectation and actual cognition of people on the administrative quality of government play an important role. This study attempts to explore the disparity between the current service condition of the primary administrative organizations and public satisfaction through the case researches on the service quality in Traffic Adjudication Office, Taipei City government. The purposes of the study are listed as follows:
1. To learn the degree of expectation and cognition of people towards the service quality of Traffic Adjudication Office.
2. To learn the ways of cognition and realization used by the leaders and staffs in government agency toward the service for the people.
3. To discuss the disparity of awareness between people and staffs in government agency toward service quality.
4. To learn the operation and efficiency of the examination structure and index of the current government through the case research of Traffic Adjudication Office and make suggestions based on the research analysis and results for the primary staff as reference in the improvement of service quality.
Taking qualitative research method, literature materials analysis method and in-depth interview method, the study collects the materials and is divided into five chapters. Chapter one is the introduction which explains the research motive, purpose and problems. Chapter two is literature review which explores the literature concerning "the service quality" from the basic concept and measuring mode of service quality. Chapter three introduces the origin and development of examination system of service quality: In this chapter, the author provides the experience of service quality examination of various countries and the development of service work for thepeople in Taiwan in recent years. Chapter four is about the case analysis of Traffic Adjudication Office, Taipei City government. The author verifies the cases through the current condition of service quality in individual cases and interview analysis. Chapter five makes a conclusion about the whole thesis and explains research findings and suggestions.
The study finds that the expectation and cognition of people toward the service quality of Traffic Adjudication Office does not lie in the process of service, Traffic Adjudication Office faces difficulties in the staff in the promotion of service for the people. Moreover, the study makes practical suggestions to improve the service quality of Traffic Adjudication Office according to the results of interviews.
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