A Study on the Relationship between the Service Quality of District Office and Satisfaction of Civilians

• Main Authors: Chi Lou, 婁琪
• Other Authors: Wei-ming Wu
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/55588250296264063963

碩士 === 國立高雄第一科技大學 === 企業管理研究所 === 100 === The way that the public sector serves the general public should follow the model and spirit of how corporations serve their customers. It is an important subject to promote and improve the quality of service that the public sector provides, as the general public has a diverse set of values and backgrounds. The purpose of this study is to investigate the current level of satisfaction from the general public towards the quality of service provided by the district offices. Based on the five factors of the service quality, namely tangibles, reliability, responsiveness, assurance and empathy factors, this study designs a questionnaire survey with twenty-two questions. The survey is collected from a sample with 406 effective questionnaire survey. The effective samples are analyzed to provide some information on the descriptive statistics, independent samples T test, and one way ANOVA. After statistical analysis, the result shows that the differences in terms of the five factors for people with various backgrounds are fairly evident. Meanwhile, the finding can be regarded as the reference guide for further improvement in the service quality of district offices. The result also shows that the overall satisfaction ranks between medium to high. Furthermore, the level of satisfaction differs significantly among people with different genders and education levels. On the other hand, there are not much difference in satisfactory level among people with different occupations, marital status and annual income. Moreover, this study also reaches the following suggestion that the infrastructure of the customer service area should be greatly improved. In the meantime, Some proper training shall be provided to employees on different areas of professional knowledge. For district office employees, they should always pay attention to the needs of the people, and to carefully examine the procedures of operations, for providing adequate services.