| Summary: | 碩士 === 國立高雄師範大學 === 成人教育研究所 === 100 === Abstract
This study research according to Zeithaml et al. (1985,1988) and other scholars proposed that service quality ideal pattern (PZB), and Singh (1991) to the customer degree of satisfaction of weight's viewpoint of multi-restructuring surface, carries on research of the service quality and the administration degree of satisfaction to the Cianjhen District Office Kaohsiung Ci ty Resident, understood that the area people serve expectation of degree and the feeling degree the quality factor regarding the area geographical unit of government, as well as to collective services' satisfaction, the construction suits the area geographical unit of government to serve weight of construction surface and the target the quality and the administration degree of satisfaction, will supply the Local authority to weigh reference of standard in the future the service quality and the administration degree of satisfaction.
This research constructed a group of Local authority to serve the quality and the administration degree of satisfaction pattern, and left the local administration institution after the factor analysis extract to serve the quality expectation degree and the feeling degree four factor construction surface is: “visible”, “guarantee, responsive”, “concern”, “reliability”; The administration degree of satisfaction five factor construction surface is: “the service impetus”, “the resources use”, “the inside and outside communicates”, “the service innovation”, “the administration achievement”. Discovered from the research: The area people expected the service quality and the actual feeling's service quality has the remarkable difference, confirmed the local administration institution the existence to have the expectation service and the feeling disparity of gap service in the service quality.
The area people to serve the quality the expectation degree, the feeling degree and administration degree of satisfaction three between each other also have are remarkable are being related. The different population statistic to will serve the quality and the administration degree of satisfaction each construction surface and the whole variable will have the different influence, demonstrated after the real diagnosis result, in different “the sex”, “the age”, “the school record”, “the occupation” and “the Qia male number of times” five variables to will serve the quality to expect the degree, the feeling degree and the administration degree of satisfaction will reach the remarkable difference; Another service quality's expectation degree and the feeling degree have the remarkable union forecast strength and the forward influence to the administration degree of satisfaction, its influence way has 2: 1. service quality expectation degree -> administration degree of satisfaction; 2. service quality expectation degree -> feeling degree -> administration degree of satisfaction. Finally the area people provide to the Local authority the collective services thought that what most must strengthen the improvement is: “the drain infection carrier mosquito eliminates”, “the park green space” and “the temporary parking lot”, “the traveling information conformity and provides” and “the landscape characteristic” and so on five items.
Key word: Local administration institution, service quality, service quality gap, expectation degree, feeling degree, administration degree of satisfaction, collective services.
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